Since those visitors can include everyone from clueless newcomers to long-time customers, the range of information that may potentially be requested can be staggering. They look for somewhere to ask a question. That's woefully insufficient for a customer with a problem. As numerous successful implementers have demonstrated, it simply requires the right principles, practices and tools. Websites should do the same.
Explicit messages are clear requests for specific information.
Implicit messages are patterns of queries or usage that imply a lack of or difficulty in finding some type of content. Give customers what they want It's not enough to ascertain what types of content users are asking for. That content must also be provided quickly. The atmosphere of the Web is full of a sense of immediacy. Delays in delivering customer-driven content can be deadly.