successful enterprise search by design
DESCRIPTION
Successful Enterprise Search by Design. Be the Hero, not the Goat. Agenda. Search is a user experience Bad search = low productivity Why configure search Web search is not Enterprise search Configuration Framework Define Problem space Define Scope Content is king, Context is the realm - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/1.jpg)
Successful Enterprise Search by Design
Be the Hero, not the Goat
![Page 2: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/2.jpg)
AgendaSearch is a user experienceBad search = low productivityWhy configure searchWeb search is not Enterprise searchConfiguration Framework
–Define Problem space–Define Scope–Content is king, Context is the realm–Build something beautiful–Build something meaningful–Must haves – Nice to Haves
Key Takeaways
2
![Page 3: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/3.jpg)
SEARCH IS A USER EXPERIENCE
3
![Page 4: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/4.jpg)
A Frustrating Experience
4
![Page 5: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/5.jpg)
A Bad Experience
Loss of capacity for discernment• 36% did not go beyond the first 3 search results • (not pages…results on page 1)• 91% did not go beyond the first page of search
results• 55% selected irrelevant results 1 or more times
Searchers do not know “how to search”• 56% constructed poor queries• Proficiency with the machine does not translate into
proficiency with the software
Searchers get lost in the data• 33% had difficulty navigating/orienting search results• 28% had difficulty maintaining orientation on a
website
5
![Page 6: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/6.jpg)
A Weakening Experience
Loss of capacity for discernment• 36% did not go beyond the first 3 search results
– not pages…results on page 1• 91% did not go beyond the first page of search
results• 55% selected irrelevant results 1 or more times
Searchers do not know “how to search”• 56% constructed poor
queries• Proficiency with the machine
does not translate into proficiency with the software
Searchers get lost in the data• 33% had difficulty
navigating/orienting search results
• 28% had difficulty maintaining orientation on a website
6
![Page 7: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/7.jpg)
Difference in Looking for Information
Human Retrieval•Contextual•Free form•Navigational or informational •Focused and random– Berrypicking
•Constrained– By technology– By biology
Machine Retrieval•Literal•Directed•Rigid– One way– Sequential
•Constrained– By size of index– By nature of
instructions
7
![Page 8: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/8.jpg)
Difference In Relevance PerceptionThought-Processing Biped Relevance•Emotional•Environmental
Good means pleasing, honest, truthful, operates
with integrity
Machine Relevance•Literal•Logical
Good means fulfills a programmed criteria based
on computational mathematics
"I shall not today attempt further to define the kinds of material I understand to be embraced within that shorthand description; and perhaps I could never succeed in intelligibly doing so. But I know it when I see it.”
Justice Potter StewartMiller v California (1973)
8
![Page 9: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/9.jpg)
WEB SEARCH IS NOT ENTERPRISE SEARCH
9
![Page 10: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/10.jpg)
Web Has Machine RefinementsSemantic• Authority• Contextual relatedness• Phrase indexed based on popular searches:
Index, categories, keywords, document-specific data
• Similarity estimation: Compares a “sketch” or compact representation for document and uses an established similarity threshold to delete duplicate entries
Prediction• Orion Algorithm: Search engine algorithm uses
vector space analysis that combines vector positioning with previous user action– Google 2009– Microsoft Powerset Acquisition
10
![Page 11: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/11.jpg)
Web Relies Heavily on Relevance Inputs
Behavior that influences relevance• Query• Click through• Time on page• Path
Social Influences• Likes• Comments• Recommendations• Retweets• Click-throughs
11
![Page 12: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/12.jpg)
Bad Search = Low Productivity
12
![Page 13: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/13.jpg)
Many Voices Same ConclusionEnterprise searchers spend longer looking
because “they know it is there somewhere”• IDG: 2.5 hours/week/employee• Ford:5-15% of time on non-productive information
related activitiesCoping mechanisms for poor enterprise
search• Recreate • Use older assets• Interrupt a co-worker• Start without info needed• Don’t start
13
![Page 14: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/14.jpg)
Configuring Enterprise Search
14
![Page 15: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/15.jpg)
Your Manager Saw the Demos
15
![Page 16: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/16.jpg)
The OOB Experience Won’t Cut It
It is not what the vendor used in the demo
No matter what “they “ say
16
![Page 17: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/17.jpg)
Governance Does Not Optimize Search
17
![Page 18: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/18.jpg)
Controlled Vocabulary Will Not Optimize Search
And neither will a taxonomy
18
![Page 19: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/19.jpg)
CONFIGURATION FRAMEWORK
19
![Page 20: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/20.jpg)
Know What Problem You’re Solving20
![Page 21: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/21.jpg)
Define Problem SpaceObjectives• Find out: who is searching • Find out: what they are looking for • Find out: How they are searching (what
keywords/phrases, how often they iterate, etc)
• Find out: What drives their determination of relevance
Tools• Site analytics • Search logs • User/stakeholder interviews
21
![Page 22: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/22.jpg)
Don’t Boil the Ocean
22
![Page 23: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/23.jpg)
Define the ScopeObjectives• Define the search requirements
• Find out: What to crawl? • Find out: Where the content lives? • Find out: how to index Map internal and
external resources• Discover the sacred cows
Tools• Discovery workshop• Infrastructure review • Client/stakeholder interviews
23
![Page 24: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/24.jpg)
No…They Don’t
24
![Page 25: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/25.jpg)
Use Content Enrichment MethodsObjectives• Have a content Strategy
• Reduce the amount of content• De-dupe and Archive
• Describe content in effective, machine-readable fashion
• Build content relationships (relational content models)
• Sustain best practices through educationTools• User surveys• Content Audit• Content Creator Workshop• Managed properties• Define custom entities
25
![Page 26: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/26.jpg)
Content StrategyIntersection of what you have/do with how customers look for what you have/doUse online tools to mine customer search behaviorCheck to see if you have relevant content and fill gaps
ToolsCore Metadata Google Insights for SearchSite analyticsContent audit
26
![Page 27: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/27.jpg)
Relational Content Modeling
ToolsGuided ToursProduced ViewsTask List Drop DownsRelated LinksBest Bets
27
![Page 28: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/28.jpg)
Build Something Meaningful
28
![Page 29: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/29.jpg)
StructureObjectives•Compensate for lack of link relevance
o URL Depth: the further from the homepage, the less important it must be
o Click Distance: the further from an authority page, the less important it must be
•Create Meaningful URLso Keywords found in URLs are weighted for
relevanceo Hyphens as separators is best
Tools• Flat structure within CMS• Analytics• Cross linking
29
![Page 30: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/30.jpg)
Build Something Desirable
30
![Page 31: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/31.jpg)
Design Relevant User ExperienceObjectives• Wean users from Google Web search
performance expectations• Encourage and enable better query
construction through abstraction
Tools• Filters• Facets• Subscription• Clustering
31
![Page 32: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/32.jpg)
Provide User Assistance
ToolsSuggestions as query is entered• At page search box• On search page
Augmented Search results• Preview in browser• Contact information
Did You Mean (spell check)Best Bets
32
![Page 33: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/33.jpg)
Give the User Some Control
Tools• Facets• Filters• More Like This…
33
![Page 34: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/34.jpg)
Post Launch
Analytics/Reports are your friendsZero results are the road to PerditionRefine, iterate, tuneUser feedback is not a one-time affair 34
![Page 35: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/35.jpg)
Evaluate/Review/Refine methodsObjectives• Keep ahead of user satisfaction by fixing
problems early• Obtain client feedback on performance• Be agile: review and tune accordingly• Benchmark success
Tools• Establish benchmarks on what represents
success• Search logs • Power user feedback• Periodic company-wide survey feedback
35
![Page 36: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/36.jpg)
Key TakeawaysSearch is a user experience Users bring outside expectations and behaviors inside the enterpriseEnterprise search engines are not smartOOB is not what you paid for
36
![Page 37: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/37.jpg)
End Result Will Be
Getting more from less by …making what you have
work smarter
37
![Page 38: Successful Enterprise Search by Design](https://reader035.vdocuments.net/reader035/viewer/2022070423/5681678a550346895ddca2e3/html5/thumbnails/38.jpg)
Thank You
38