13. A note on structure
The Web Reliability Framework is an objective system for managing the problem of customer flow through a website. It obeys the rule of three; three structural pillars interlace with three operative concepts to form a grid of nine cells. Just draw a tic-tac-toe board and you can visualize this. Within these nine cells is where all the work is done. Within these nine cells is also where all the opinions emerge and annoy people.
This book takes the framework and adds personal experiences, anecdotes, observations, and recommendations. These are couched firmly in my own subjective point of view and experience. You may read it and find that the priorities seem wrong and that my opinions about how to optimize web flow are flawed. You would be right. Your version is definitely better. You know things I don’t. So I hope you engage in the conversation and express your opinion as well!