Designed for the PBS member stations, Adaptive Path was engaged by PBS to create a document on best practices. There's quite a bit of very practical information in not only the document they produced, but in this section of PBS's site in general. One thing that I have actually used in the past to great sucess (that I first read here) is sitting pairs of users down to test a site. Often, you'll learn far more from the discussion between two people (at the same computer) than you might from watching/questioning either individualy.

Their description: "From creating homepage content to building useable and effective e-membership pages, it helps you as your sites evolve, grow, and are redesigned. We've also created a plug & play, highly customizable Web site prototype to help stations build a new best practices site without having to start from scratch"