Tendo Dev Blog

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A sure way to make customers cringe

I was reminded recently of a Web site faux pas that’s possibly one of the worst. A colleague sitting across from me suddenly cringed, crumpled in her chair, and then angrily tore off her headphones. Not knowing the cause, I was a bit startled. But no sooner was she cursing the computer screen, than the culprit was revealed. That obnoxious auto volume feature.

It’s one thing to knowingly subject yourself to painful music on MySpace profiles, but another thing when a commercial Web site (that presumably wants visitors) blasts music at you without notice or permission. Think about it. It’s like the proprietor of a brick-and-mortar store blasting music in your ear just as you enter.

Using audio to engage customers online is a perfectly fine and useful feature. Just make sure it’s muted and the audio is easy to find and control. A good model for user-controlled audio is YouTube. Bill Golden, managing editor

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February 22, 2008 - Posted by | Bill Golden, blog, Customer Care, Multimedia

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