how to achieve high search satisfaction from intranet focus ltd ss

Intranet Focus Ltd

How to achieve high search satisfaction

Intranätdagarna 2012

Stockholm 6 December 2012

Martin WhiteManaging Director, Intranet Focus Ltd.

[email protected]

@intranetfocus

www.intranetfocus.com

Enhancing business performance

Martin White

The theme of this presentation


White’s Rule of Search Investment:

The impact of search on business performance depends more on the level of investment in a skilled team of people to support search than it does on the level of investment insearch technology.

There is a corollary:

Without an investment in a skilled team of people to support search no matter how great the investment is in search technology there will be no impact on business performance.


Enterprise Search and Findability Study 2012 www.findwise.com


95.1% of respondents are running the risk of not finding the information theyneed to make decisions that could affect the future of the organisation

and the future of their careers

The Eureka! Triangle


Search

Browse Alerts

Eureka!

Is this your reality?


Search

Browse Alerts

IA and search

The majority of papers, presentations and workshops on the development of information architecture for intranets never incorporate search in the schemas

Sometimes the impression is created that using search means that the information architecture is broken

However the research evidence indicates that users wish to use a combination of browse and search


The strategy vacuum


Findwise 2012 NetStrategy/JMC 2011

Big Data reality check

Big data is not just about data analysis. Data needs to be set within the context of organisational information and personal knowledge, expertise and experience


http://www.aiim.org/Research-and-Publications/Research/Industry-Watch/Big-Data-2012

From ‘Enterprise Search’



IT Business

Big DataContent

Analytics

Search-based

applications

BusinessIntelligence

MobileSearch

SocialSearch

EnterpriseSearch

Cloud Search

+


IT Business

Big DataContent

Analytics

SentimentAnalysis

BusinessIntelligence

MobileSearch

SocialSearch

EnterpriseSearch

Cloud Search

HELP!

Enterprise search re-invented


Customers

Suppliers

Intranet Focus Ltdwww.intranetfocus.com

Search team roles

Search (Information Discovery) Manager

Good understanding of how information is used in the business

IT support

Will assess server and network performance, disaster recovery, crawling schedules etc

Information Specialist

Supports metadata and taxonomy development

May require language skills

Search analytics

Defines reporting formats and reviews search logs to identify problems before they happen

User support

Acts as the user-facing member of the team, doing training and usability testing

Intranet Focus Ltdwww.intranetfocus.com

The problem of scalability

Few companies are willing to resource for enterprise search

At least one information specialist (A) for each content language (x)

One analytics specialist (B) for each business area (y)

One help desk/training manager (C) for each major country (z)

Core search team of at least three for search management and vendor relationship management

Team size = xA+yB+zC+3

A formula for success?


T = xA+yB+zC+3

At least one analytics specialist (A) for each content language (x)

One business specialist (B) for each business area (y)

One help desk/training manager (C) for each major country (z)

Core search team of three for search management, IT support and vendor relationship management

Search team size

Intranet Focus Ltd

The numbers add up!

Language support

English, French and German A = 3

Business support

Tax, consulting and recruitment B = 3

Training and help-desk support

USA, UK, France, Germany, China C = 5

Team size = 3+3+5+3 = 14!

The reality


Search Teams – the basics1. There is a search team made up of a range of appropriate skills and

experience

2. The search team has terms of reference

3. The roles and responsibilities of the search team members are included in their job descriptions and evaluations

4. The search team have a responsibility to maintain close working relationships with related projects and teams

5. The training needs of members of the search team are kept under review

6. The search team publish a blog on search developments, hints and good practice

7. Members of the search team participate in the user group of the search vendor

8. The search team have access to relevant web sites and to a collection of books, reports and white papers on search topics

9. Members of the search team are members of one or more search communities of practice

10. Members of the search team are listed on the intranet



Future-proofing search

12 Critical Success Factors

From ‘Enterprise Search’, O’Reilly Media 2012

CSF 1-6

Invest in a search support team

Get the best out of the current investment in search

Enterprise search is an approach and not a technology

Set search within an information management context

Content quality is essential for quality search

Understand user requirements and monitor user satisfaction


CSR 7-12

Search then browse then alert then search then alert.....

Provide location-independent search

Undertake intelligent log analysis

Search is a dialogue

Procure value not functionality

Search is a journey


Questions and suggestions?


[email protected] @intranetfocus


Beyond Search at http://arnoldit.com/wordpress

how to achieve high search satisfaction from intranet focus ltd ss

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