ACM Transactions on Information Systems (TOIS)
The information system as a competitive weapon
Communications of the ACM - Special section on management of information systems
Journal of the American Society for Information Science
Information Processing and Management: an International Journal
Marketing information systems in the top U.S. companies: a longitudinal analysis
Information and Management
Access to, usage of, and outcomes from an electronic messaging system
ACM Transactions on Information Systems (TOIS)
Designing the World Wide Web for people with disabilities: a user centered design approach
Assets '96 Proceedings of the second annual ACM conference on Assistive technologies
Web sites of the Fortune 500 companies: facing customers through home pages
Information and Management
Collaborative customer services using synchronous Web browser sharing
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Measuring the usability index of your Web site
Proceedings of the 16th annual international conference on Computer documentation
Trends in analyzing access to information. Part I: cross-disciplinary conceptualizations of access
Information Processing and Management: an International Journal
Trends in analyzing access to information. Part II. unique and integrating conceptualizations
Information Processing and Management: an International Journal
The psychological origins of perceived usefulness and ease-of-use
Information and Management
A framework for understanding human factors in web-based electronic commerce
International Journal of Human-Computer Studies
Barriers to use: usability and content accessibility on the Web's most popular sites
CUU '00 Proceedings on the 2000 conference on Universal Usability
Web-based data collection for the analysis of hidden relationships (Web mining of hypertext links)
ICIS '00 Proceedings of the twenty first international conference on Information systems
Data mining for customer service support
Information and Management
Opportunities to enhance a commercial website
Information and Management
From the user interface to the consumer interface: results from a global experiment
International Journal of Human-Computer Studies
Knowledge management and data mining for marketing
Decision Support Systems - Knowledge management support of decision making
Computer-Mediated Communication Systems: Status and Evaluation
Computer-Mediated Communication Systems: Status and Evaluation
From the User Interface to the Consumer Interface
Information Systems Frontiers
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7 - Volume 7
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7 - Volume 7
InterShop: enhancing the vendor/customer dialectic in electronic shopping
Journal of Management Information Systems - Special section: Navigation in information-intensive environments
Marketing information systems in the fortune 500 companies: past, present, and future
Journal of Management Information Systems - Special section: Realizing value from information technology investment
Electronic Commerce Customer Relationship Management: An Assessment of Research
International Journal of Electronic Commerce
Journal of Management Information Systems
Website content accessibility of the Cyprus domain
PCI'01 Proceedings of the 8th Panhellenic conference on Informatics
Electronic Commerce Customer Relationship Management: A Research Agenda
Information Technology and Management
An Analysis of Diversity in Electronic Commerce Research
International Journal of Electronic Commerce
The state of corporate website accessibility
Communications of the ACM - The Status of the P versus NP Problem
Diffusion and success factors of mobile marketing
Electronic Commerce Research and Applications
Internet Technologies, ECRM Capabilities, and Performance Benefits for SMEs: An Exploratory Study
International Journal of Electronic Commerce
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Companies increasingly employ the World Wide Web to gather information from and disseminate information to actual and potential customers and for end-consumer business transactions and interactions. The challenge of attracting and keeping economically valuable customers while repelling and eliminating those who are not economically valuable is the focus of Electronic Commerce Customer Relationship Management (ECCRM). Many companies consider traditional usability when designing customer-oriented aspects of their Web sites, but they may not consider the critically important aspect of accessibility. On-line barriers may limit or preclude Web accessibility for potential customers with access challenges. ECCRM requires that companies communicate with current and potential customers to establish, develop, and manage relationships. However, this may be difficult or impossible for customers unable to access the company's Web site for information, let alone to place orders or interact with company representatives. Web site accessibility is an important aspect of usability for ECCRM that is being overlooked by most firms. This article describes the background of Web site accessibility from economic, marketoriented, legal, and usability perspectives. Then it presents the results of an evaluation of the accessibility of the top 250 2002 Fortune 500 company Web site home pages (actually, as will be explained below, only 248 home pages were evaluated). The Bobby accessibility validation program quantified the number and severity of accessibility errors and problems for each site. The majority (182/247, i.e., 75%) of the Fortune 250 Company Web sites have Priority 1 accessibility errors, and many of these problems are so severe that the firms should give a high priority to correcting them. The study illustrates the need for companies to go beyond traditional usability testing to examine the accessibility of their Web sites so that they can successfully employ ECCRM and comply with ADA and other legal guidelines and requirements. The economic aspects of ECCRM should be enough to encourage firms to make their sites accessible to all current and potential customers. Suggestions for improving the accessibility of Web sites are provided as well as future research directions.