Most of my time is spent building web sites for people. We are making sites dynamic, and adding GUI-type administration areas, CMSs, objects and classes, frameworks, templates... a variety of methods to make administration of sites and content attainable by consumers.
And sometimes I wonder if lowering this barrier is a mistake.
Every week, I contact a business via their website to inquire about a product (because I live in a rural area and cant shop locally) and am either a)given no response at all, b)told the product is unavailable and logged off, or c)told to phone the store.
As a consumer, I am annoyed. I take my business elsewhere. (And I'm talking about some major companies, with large, web-based businesses, too)
So I wonder, when I make a site for someone, and I make it EASY for them, am I setting them up for this sort of BAD publicity...
Perhaps the dynamic/CMS/do-it-yourself approach only makes it easier for less committed businesses to have web sites that they are not prepared to service.
Certainly, it seems like absolute blasphemy to even suggest it. But I wonder. How do we get it through to clients that a website requires a commitment of time? Where do we send them if they want to learn about customer service online? Do we care that most clients never really do update their easy-to-update sites? Is it right to just take their money and let their out of date sites chase clients away?