Peter Merholz wrote a very interesting post about audience segmentation and the web: Thinking About Audience Segmentation. I was provoked enough to comment there, and the comment I left was long enough to repeat here.
…I have been frustrated by poor attempts at such segmentation for years, both in trying to serve clients (or bosses) who insist that we try and by sites that try and segment me. I think there are a couple of important things to note.
First of all, I think the University example is telling - it is easy to assume that in a university context, the segments are going to be quite distinct. But that assumption is meaningless until thoroughly tested with the segments themselves.
Second, segments work really well when they exist (or more accurately, is reflected) in the product, information, or other subject of the website itself. For cellphone companies, for instance, that actually have different pricing for businesses and consumers. The danger is in assuming too much. Just because business users expense their phones and so can afford more $$ doesn’t mean a “personal” customer doesn’t want your more expensive offering. Making it less accessible to them based on incorrect segmentation can equal shooting yourself in the foot.
Third, and stemming from #2, in my attempts to DO this kind of segmentation in large sites, I have found that in fact you want to allow EVERYONE to access ALL of the content through each view (and NOT by “pretending” to be in a different group). The key to the segmentation is that it is just one particular entry point, not a hard and fast ‘rule’. I learned this the hard way - by segmenting stuff OUT of different views then having to put it right back in later on. Views provide emphasis and prioritize certain information over other information, they don’t become the sole container in which any information resides.
