As someone who’s been doing SEO and PPC day in and day out for nearly 5 years, I’m no stranger to Google’s Help sections. While there’s a lot of great search engine marketing advice out there on other people’s blogs, sometimes it’s helpful to see what Google themselves suggest and recommend about Google-y things, especially if it’s a brand new feature or a confusing topic.
Of course, the info isn’t just intended for SEO and AdWords folk: it’s for your everyday webmaster (hence why one of their main Help blogs is called Webmaster Central). Your everyday webmaster (definition: the person responsible for maintaining a website) might be an individual working in marketing, web development or IT, however it might even be the business owner his/herself, especially if it’s a small business. Therefore Google should endeavour that all of its information is sorted in the best way possible for convenience and accessibility and that the sections in general are as easy-to-use as possible in order to reduce frustration.
…But that’s simply not the case.
What Google Help needs is:
- UX (user experience) improvements,
- A content audit, and
- A better attitude…
Why UX improvements?
I had an incident recently that just screamed ‘frustrating user experience’ when I tried to contact the Google AdWords Help team, who – in their own words – are “here” and “love to help.”