They expressed the belief that customers should be offered as many channels as possible. But they warned that if a company does find a new clientele, inventory and staff might be insufficient. They said a web site can provide more current information, since it can be updated at will. By contrast, catalogs are much more difficult to update. Otherwise, they can leave a bad impression with customers.
Customers understand that a catalog can get out of date, but they expect a web site to be updated.
Participants noted that security remains a concern with the public. Businesses that want to sell on the web must invest in security software. They must assure their customers that they are protected. The breakout groups also recommended that orders be acknowledged immediately and automatically by e-mail. Another e-mail should be sent when the order is shipped.