Usable Brands

Let’s assume business is going well and it is time for expansion. So, let’s simply translate our Web site and go live. This approach might seem logical and the most cost-effective.

However, deciding about which content should go on a site should not only be a matter of translation. Content also needs to meet your customers’ expectations, and those vary from culture to culture. Below is an example for companies which offer services.

Let’s do some stereotyping:

Germany
In a typical business meeting, you’d expect fast and efficient presentation of facts and figures followed by negotiations and then closing the deal. Your language should be formal; using the first name is only appropriate in some business fields. Then, in case precious time allows, you might go for a beer together.

England
You first get offered some tea, you talk about last weekend, your kids, sports, etc. You laugh and take your time. These days almost everybody addresses each other on first name basis. No Sir or Madam. Then you talk about business.

These cultural differences are reflected in the use of language and content on most websites:

Germany

• Language: Often you find a rather abstract list of: We do X, Y, Z and optimize A, B, C. The facts. Straightforward.
• Content: Factual and detailed presentation of content, whitepapers, references
• Establishing trust: Presentation of know-how and skills

England

• Language: A quite generous use of the imperative can be found: Improve X, Y, Z and you will benefit from A, B, C. The text is much more commonly written in the form of a dialogue with the (potential) customer
• Content: More engaging content, proof of satisfied clients and customers
• Establishing trust: Listing of testimonials of previous customers. This happens to a much further degree than on German sites. Some sites even include video interviews with their customers about their satisfaction of the services provided (for example: www.lcm.co.uk). Referrals are also important.

One example of “Establishing trust”: Xing versus LinkedIn
Cultural subleties are also visible in the business network communities of the two countries. While in England LinkedIn is the predominant site, XING is the commonly used one in Germany. Certainly the two sites’ business strategies are not exactly the same, and labelling is another topic in itself. Nevertheless, I found these differences to be a good example of the cultural subtleties.

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XING
In XING users introduce one another (see upper right-hand side),
and the main profile navigation points are:
Business Details | Confirmed Contacts | About me | Guestbook

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LinkedIn
In LinkedIn the first navigation point is “recommend“ (see upper right-hand side.),
and the main profile navigation points are:
Profile | Q&A | Recommendations | Connections