Web Governance: Becoming an Agent of Change

I’ve written an article for A List Apart magazine called “Web Governance: Becoming an Agent of Change”:

The web’s hit the big time in a way few of us imagined possible. So as people who make websites, you’d think we’d be celebrating our repeated successes in designing amazing user experiences, as the organizations we work for become increasingly successful. But many of us have noticed a problem in our work: the user experiences we deliver don’t meet our expectations. Here’s the problem: organizations are the context for our work, and when it comes to the web, organizations are broken.