A 3,600% surge in page views on the day a new website debuts would certainly qualify as a success, and validate a decision to perform a comprehensive revamp of the site. That success is what the Town of Banff and its partners enjoyed last Thursday when it unveiled its new website.

As anyone who has even a passing familiarity with websites knows, a comprehensive site redesign is a process not an event. They also know that visits, while critical, are only one success indicator for a site.

In Banff’s case, the process that culminated in its successful launch began a number of months ago when it set out to improve a site it knew was not working. In tackling this project, Banff had to achieve a goal that few other municipalities with under 10,000 residents would require: bringing a unique experience online.

Prescient was fortunate to be chosen as the partner to collaborate with Town and its partners on this project, which let me experience first-hand the qualities that had to be captured on the site.

That experience can best be summarized by the first day of one trip. Walking down Banff Avenue, I had a 360-degree view of the spectacular Canadian Rockies which, because the town sits in a national park, were unobstructed by commercial development. I paused to watch some kids from the local school playing soccer on a pitch by the school before bumping into several people I’d met on previous visits. And at the end of a meeting, I was invited to go canoeing, rock climbing and running. I opted for the run, after which I dined on Buffalo cheeks in a terrific restaurant.

Banff, in other words, provides unmediated access to one of the world’s most spectacular environments, which makes it an exciting place to visit. It also attracts residents who have a passion for enjoying that environment. They have a deep-rooted respect for the values of the national park, and are happy to disclose their knowledge of how to enjoy the Rockies. They also appreciate that sharing the town and park with visitors is a reality of living in one of the world’s premier tourist destinations.

Research on the old website resulted in a number of key findings, with one emerging strongly: visitors wanted to understand what made Banff special, and residents wanted to see their experience of the town and park reflected on the site.

This research played a vital role in driving the process that resulted in last week’s launch. In addition to the spike in visits, Banff’s webmaster Kevin Elliott cites a number of features that have resulted in the site’s positive reception by town residents:

• There’s a lot of information on the site, and it’s easy to find thanks to an intuitive Information Architecture and other navigation aids.
• The look-and-feel incorporates many images of Banff and conveys the Banff experience online.
• The acquisition of a Content Management System (CMS) means town staff can up-date information in minutes instead of hours.
• There’s good information for visitors, but residents can still find the information they need easily.
• The weather appears prominently on the home page.

Another excellent feature, one that enables the residents to share their passion for enjoying the Rockies, is “what the locals do”. It means one doesn’t have to step into a Banff watering hole to learn the best way to experience the town and park from the people who know it most intimately.

There was no missing the unveiling of Apple's iPhone last week. It electrified the media and had the audience at Macworld whooping. Almost eclipsing the phone itself was Steve Jobs, and his vision for applying ease-of-use and aesthetic design principles to every device his company produces.

A cult of personality was not evident in the presentation by Bill Gates in the same week at the Consumer Electronics Show, however, and the media reaction to Microsoft’s flagship announcement, Vista, had little of the delight that greeted the iPhone.

Microsoft’s new operating system has generated interest, but not enthusiasm. While there are passionate exchanges among a certain set whenever Microsoft does anything, the mainstream emotion has been one of resignation about the software giant’s ability to brute force its OS into the market.

The contrasting appearances by two giants of the technology world provides an excellent opportunity to think about the role that vision plays in a company’s strategy, and a leader’s responsibility to establish and maintain that vision.

The Globe & Mail’s Simon Avery picked up on this opportunity to offer a useful discussion on the styles of Jobs and Gates. In the article, he quotes Roger Kay, president of Endpoint Technologies Associates Inc., a research firm in Wayland, Mass. who observes that: “Microsoft has a certain cult of personality. Gates is thought of as a special guru, and people sit at his feet trying to understand what he’s thinking. That’s totally different from Steve Jobs. He’s an autocrat. He’s a sun king. He’s very capricious, autocratic, and creative and charismatic. He’s all kinds of good things, mixed with some pretty strange things. It’s a totally unique formula.”

Where Jobs sets a strategy based on a vision of innovation and elegance, Gates has positioned Microsoft to be a “fast follower,” letting Netscape or Google develop a market and then moving in to dominate it.

Famously, before it followed Netscape, Microsoft pursued and then overtook Apple. This story is told in the remarkable PBS documentary “Triumph of the Nerds.” The series not only documents the birth of the rivalry between Jobs and Gates, it also reminds us that the vision on display from both men was present when they conceived their companies decades ago.

Consider this statement from Jobs: “The only problem with Microsoft is they just have no taste, they have absolutely no taste…I don’t mean that in a small way I mean that in a big way. In the sense that they don’t think of original ideas and they don’t bring much culture into their product… if it weren’t for the Mac they would never have that in their products and so I guess I am saddened, not by Microsoft’s success - I have no problem with their success, they’ve earned their success for the most part. I have a problem with the fact that they just make really third rate products.”

According to Apple’s ex-CEO, John Sculley, Microsoft succeeded because, “The problem was the industry wasn’t measured by who has the best selling personal computer or who has the most innovative technology. The industry was measured by who had the most open system that was adopted by the most other companies and the Microsoft strategy ultimately turned out to be the better business strategy.”

The unique qualities of Jobs and Gates could foster admiration more than emulation. But while few of us possess the intelligence, ego, insight, charisma, and drive required to transform industries, the success of both men teach valuable lessons about vision and strategy that we can all apply:

• First, a strategy requires a vision, and it’s the leader’s responsibility to ensure it exists, whether she creates it or facilitates her team to do so.
• Second, it requires a commitment to sustain the vision even when the external environment changes. The same focus on design principles that drove the Mac is guiding the iPhone today, just as Gates is promoting a world of networked entertainment.
• Third, the leader can’t allow the organization to deviate from the vision, especially by trying to emulate a competitor’s strategy. Jobs may begrudge Microsoft its success, but stays focused on inventing products with culture. Gates may admire the elegance of the iPhone, but he’s not going to be first to market with one.

RELATED ITEMS

Respect the competition