Seth Godin has a great entry about how a web-based process leads to an unrealistic end.

This is what usually happens when programmers have too much control over the workflow and content of any web-based process.

I have dealt with enough programmers on projects to know that, as Seth says, "They don't service my area. Their solution? I should move, then try again." makes sense to the programmer. Sounds absurd, but unfortunately it's true.

WriteLife blogs some more on the subject. His premise, "be a customer first" Read the rest he has some good advice.