Web site design and implementation is very often seen within companies and businesses as a 'technical task' whose realisation can improve their business operations dramatically and swiftly. At the same time, they do not consider any additional investment or research prior to the design and implementation of their Web site. Using a case study of a small to medium sized enterprise (SME) and its local operativity at Gatwick Airport (Crawley) in West Sussex, UK, we describe our approach to developing a Web site based on extensive surveys, which helped us to reveal the feasibility, purpose and operability of the company's Web site design. The company is called Aviation Aircraft Services (AAS), and is a SME that relies on major contracts from British Airways for cutlery, blanket and linen packaging
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