Site maps, which are similar to site indexes, give users an overall view of the content. This overview is often presented as a hierarchical diagram. And like indexes, site maps should diagram an approximate outline of the site's content. (4.10)

Contact information: Because the web is interactive, users expect to be able to send comments, suggestions, and questions. (4.11, 4.12) There should always be a link to an email address and a feedback form on each site. Street addresses, phone numbers, and fax numbers should also be available because not all communication occurs online. Homepages should contain the same contact information available on business cards.

Although many sites share common elements, it is important not to lose sight of the overall picture--site elements and structures do vary depending on the site's purpose and audience. Again, it is important to remember that the form of the site must match the site's function.