How people interact with and relate to digital media
The most useful section is the recommendations pages - quoted below:
"1. The first stage is to look at the experiences that have a stronger effect on usage and
sort them into two groups: those that your Web site must provide at a high level to
continue to be in the game, and those that could differentiate you from competitors.
"2. From the remainder, choose two or three experiences whose current levels are lower
and/or ones on which you think you can make strides.
"3. Establish a benchmark measurement of the experiences on which you will focus.
"4. Create “experience-oriented” content aimed at enhancing your target experience. This
could take a variety of forms, including new criteria for content selection, different
story treatment, additional tools or features, etc.
"5. Assess audience reaction."