A quote from Avinash Kaushik (Occam’s Razor and @avinashkaushik) to start this post.

I have a 10/90 rule . If your budget is $100 then spend $10 on tools and professional services to implement them, and spend $90 on hiring people to analyze data you collect on your website.

The web is quite complex, you are going to access multiple sources of data, you are going to have to do a lot of leg work. Blood, sweat and tears. You don’t just need tools for that (remember 85% of the data you get from any tool, free or paid is essentially the same). You need people!

Hire the best people you can find, tools will never be a limitation for them.

from This I Believe [A Manifesto for Web Marketers & Analysts]

Staring at this as I sipped my coffee stopped me dead.

Beside me I have two full pages of notes on what makes up the Web performance culture of company, and here is one of the most succinct points summed up for me in two short paragraphs.

Web performance is not just about tools and methodologies. Effective Web performance requires dedicated and trained human resources. And those people need to be able to work in a culture that values and understands the importance of Web performance to the business. Without a culture of Web performance, any tool, technology, and methodology purchased to make things better is useless.

In a previous post I touched on the question of whether an organization sees Web performance as a technology or business issue. Answering this question is key to understanding a company’s perspective on Web performance issues.

Start by asking Who is responsible for Web performance? at a company. Is there a cross-functional team that meets regularly to discuss current performance, long-term trends, the competitive landscape, effects on customer experience, and how performance concerns are shaping and guiding upcoming development efforts?

Or is Web performance a set of anonymous charts and tables that have no context ,originating from the inscrutable measurement system, bundled up into an executive report by an unnamed staff member for a once a month meeting?

Most companies understand Web performance is crucial. They understand it affects the bottom line and customer experience. They understand all of the ideas and concepts of Web performance. But like the proverbial horse and water, they don’t drink from the stream in front of them. They don’t drink because they are too busy watching for cougars, wolverines, and poachers. They have too much going on to make Web performance a priority.

Part of developing a strong culture of Web performance is creating a business culture that is customer-centric. When a company turns their perspective around and makes delighting the customer a part of everything they do, the customer experience on the Web becomes a critical component of the culture.

The key to making Web performance a part of a customer-centric culture is to shift Web performance discussions from the abstract (full of numbers and charts representing the potential of Web performance to affect customers) to the real (effect of Web performance on towns and cities and people and the bottom line). Attaching a name, a place, or a value to every number on a Web performance chart makes it easier for people in an organization to absorb the effect it has on them as an employee.

Moving the discussion about Web performance from the testing lab and NOC to the breakroom and the hallway takes a greater effort. It starts by making Web performance data available to all, not just those who are tasked with monitoring it.

A culture of Web performance means that the $90 you spent on people is supplemented by a team of avid amateurs who notice changes and trends that may slip through the cracks. These amateurs are encouraged to participate in Web performance discussions, where the experts are encouraged to listen then contribute.

Why listen to avid amateurs? In many cases, they are the people who work directly with customers and use the products on a daily basis. Their feedback comes from real experience, set alongside abstract values. Once a measurement has a story, it makes it easier to understand the problem.

An example of the success of amateurs is Wikipedia. A population of amateur contributors, as well as a core of experts in certain fields, have ensured that this is a useful resource. A Web performance culture full of avid amateurs allows comments and stories to flow from the customer-centric parts of an organization into the technology and business parts of the organization. These stories and inputs make the Web performance more real, and make a chart in a report more important.

A culture of Web performance is one that is adopted by an entire company. It is a way of examining the reality of a site in a way that is customer-centric and customer-driven. A strong Web performance culture absorbs information from many sources, and filters the data through a customer filter, and makes every measurement count.

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A decade of working in the Web performance industry can leave one with the idea that no matter how good a site is, there is always the opportunity to be better, be faster. However, I am beginning to believe, just from my personal experience on the Internet, that speed has reached its peak with the current technologies we have.

This does not bode well for an Internet that is shifting more directly to true read/write, data/interaction heavy Web sites. This needs to have home broadband that is not only fast, but which has equality for inbound and outbound connection speeds.

But will faster home broadband really make that much of a difference? Or will faster networks just show that even with the best connectivity to the Internet money can buy, Web sites are actually hurting themselves with poor design and inefficient data interaction designs?

For companies on the edge of Web performance, who are trying to push their ability to improve the customer experience as hard as possible, who are moving hard and fast to the read/write web, here are some ways you can ensure that you can still deliver the customer experience your vistors expect.

Confirm your customers’ bandwidth

This is pretty easy. Most reasonably powerful Web analytics tools can confirm this for you, breaking it down by dialup, and high broadband type. It’s a great way to ensure that your preconceptions about how your customers interact with your Web site meets the reality of their world.

It is also a way to see just how unbalanced your customers’ inbound and outbound connection speeds. If it is clear that traffic is coming from connection types or broadband providers that are heavily weighted towards download, then optimization exercises cannot ignore the effect of data uploads on the customer experience.

Design for customers’ bandwidth

Now that you’ve confirmed the structure of your customers’ bandwidth, ensure that your site and data interaction design are designed with this in mind. Data that uses a number of inefficient data calls behind the scenes in order to be more AJAXy may hurt itself when it tries to make those calls over a network that’s optimized for download and not upload.

Measure from the customer perspective

Web performance measurement has been around a long time. But understanding how the site performs from the perspective of true (not simulated) customer connectivity, right where they live and work, will highlight how your optimizations may or may not be working as expected.

Measurements from high-throughput, high-quality datacenter connections give you some insight into performance under the best possible circumstances. Measure from the customer’s desktop, and even the most thoughtfully planned optimization efforts may have been like attacking a mammoth with a closed safety pin: ineffective and it annoys the mammoth [to paraphrase Hugh Macleod].

As well as synthetic measurements, measure performance right from within the browser. Understanding how long it takes pages to render, how long it takes to show content above the fold, and to gather discrete times on complex Flash and AJAX events within the page will give you even more control over finding those things you can fix.

Takeaway

In the end, even assuming your customers have the best connectivity, and you have taken all the necessary precautions to get Web performance right, don’t assume that the technology can save you from bad design and slow applications.

Be constantly vigilant. And measure everything.

Nearly three years ago, I launched into a tirade on my experience with the installation of the Gutter Helmet system (no link; no link is deserved).

The initial post in this thread is still the single most visited post I have ever written. Years of Web performance, social commentary, political debate, and personal debacles in my blog, and Gutter Helmet is what calls to the broadest spectrum of people searching on the Web.

The fact that so many people continue to visit the post also tells me that people continue to be interested in this system and my experience with it. So here is the latest update.

In the next 10 days, a Gutter Helmet technician will come out and clean out the downspouts that are full of debris that has accumulated from the gutters over the past three years. Hopefully, they will not claim some technicality and try to charge the $150 maintenance fee that I was warned about.

I am also hopeful that the person who comes out and does the work is more friendly than the last one.

On a scale of 1-10, Gutter Helmet rates:

Installation 3
Installation Fixing 3
Ongoing Operation 6

Consider all your options before going with Gutter Helmet.