THIS IS THE STORY OF HOW IBM grew up on the Web. Billie Harber, Randall Hensley Lee Green, and Lori Neumann weave an enlightening narrative, rich with examples. They explain how Big Blue uses its site to enhance perceptions of the company as accessible, up‐to‐date, and responsive. They delve into technical problems. And they examine how design becomes a framework for structuring and navigating through thousands of pages of information that comes from around the gl