What this session’s for~ If you already have a taxonomy, how it

could work harder for you

~ If starting to develop a taxonomy, why to look deeper than simple labelling

~ If interested in developing a taxonomy, some pitfalls to avoid

~ Not a step-by-step how-to (but there are guides in the resources in the reading list)

Users can’t find info, because:~ They use different terms for concepts

Users can’t find info, because:~ They use different terms for concepts

Users can’t find info, because:~ They use different terms for concepts

Users can’t find info, because:~ They use different terms for concepts~ The way that concepts are grouped doesn’t

match the way they group them

Users can’t find info, because:~ They use different terms for concepts~ The way that concepts are grouped doesn’t

match the way they group them~ They don’t know the domain

– even the micro-domain, e.g. an unfamiliar product

Users need Users may benefit from…

A search feature that works

A search feature that educates on preferred (or preferable) terms

Groupings that make sense

DIY groupings (facets)

A coherent overall structure

A structure that reflects the domain(a knowledge map)

Needs and good-to-haves

Users need Users may benefit from…

A search feature that works

A search feature that educates on preferred (or preferable) terms

Groupings that make sense

DIY groupings (facets)

A coherent overall structure

A structure that reflects the domain(a knowledge map)

How a taxonomy helps usersPatrick Lambe’sdefinition of taxonomy:~ A classification

system [groupings]~ Semantic

[readable terms]~ A knowledge map

A Taxonomy

A hierarchy, in the strict sense

A strict hierarchy probably isn’twhat you need

A kind of wall plug

Not a kind of England

A tree works well if the relationshipsare clear

Kind of (generic > specific)

Part of (larger > smaller)

A thesaurus provides richer relationships

A thesaurus provides richer relationships— and a way to accommodate different terms

Taxonomy guides content

Taxonomy guides content, helping users find the right info

Terms aren’t the only points of disagreement

Tree structures invite debate

Is capacity or RPM more important? Etc…

Facets stop the arguments?

Possible drawbacks of facets~ Content not consistent (so gaps)~ May overlap~ Can cover up for a lack of focus

More than simply labelling things, effective taxonomy involves active choices~ What are the “official” terms?~ What are the crucial categories?

Strive to reach consensus

Strive to simplify and unite~ What’s actually important?~ Do your groupings work for users?

~ Real-life utility is more important than structural purity

Strive to simplify — could a list get you started?

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App taxonomy —started from a simple list

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App taxonomy —started from a simple list~ Drove content management

App taxonomy —started from a simple list~ Drove content management~ Powered content improvement

– categorize search queries and support calls into the relevant apps

– compare the subject balance from customers with the effort spent on content development per app

Improving content– tools can help to categorize search queries

and call logs

Taxonomy to ensure a consistent message~ Professional body’s recommendations

were not tying up~ Embarrassing slips~ Taxonomy to power quality checks

Taxonomy to create the right content in the first place~ Extension of HTC app taxonomy to make

contextual-ish support more relevant

Taxonomy to create the right content in the first place~ Too many results

Matrix to create the right content in the first place~ Extension of app taxonomy to make

contextual support more relevantApp Has hub topic?calendar yescamera nofacebook yesflashlight yesfm_radio no...

Matrix to create the right content in the first place~ Extension of app taxonomy to make

contextual support more relevantApp Has hub topic?calendar yescamera nofacebook yesflashlight yesfm_radio no...

Matrix to create the right content in the first place~ Extension of app taxonomy to make

contextual support more relevantHub topic

Matrices often bring clarity— e.g. taxonomy of info needs

Taxonomy to shape the entire content set~ Medical device manufacturer’s taxonomy

dictated level of granularity– Couldn’t stop at high-level concepts, but– individual components

(e.g. on a PCB) too detailed– assemblies & sub-assemblies

were correct level of detail

Taxonomy to shape the entire content set~ Medical device manufacturer’s taxonomy

dictated level of granularity– Couldn’t stop at high-level concepts, but– individual components

(e.g. on a PCB) too detailed– assemblies & sub-assemblies

were correct level of detail~ Future dynamic content delivery will

display the taxonomy (knowledge map)

From labelling to focusing and shaping content itself

From labelling to focusing and shaping content itself

Users need Users may benefit from… Content is improved by…A search featurethat works

A search feature that educates on preferred (or preferable) terms

• Using terminology consistently, but also…

• …including a range of familiar terms

Groupings that make sense

DIY groupings (facets) • Correctly prioritizing subject areas

• Avoiding contradictionsA coherent overall structure

A structure that reflects the domain (a knowledge map)

• Filling in gaps in coverage• Making sense of the domain

(“big picture” topics)