lessons learned from a community of practice about enterprise search

www.IntraTeam.com

Lessons Learned from a Community of Search Practice

Kurt Kragh SørensenIntraTeam A/S

www.IntraTeam.com@KurtKragh @IntraTeam

Agenda

• Trust• Search scopes• Listen to your users• Search for documents• Delete and delete• Autonomy• Maintenance• Feedback• Taxonomy

• Advanced search• People Search• Governance• Fresh content• Refiners• Federated search• Paradoxes• ROI


• Worked with intranets since 2000 and search since 2009

• Facilitated Community of Practice groups since 2002

• Benchmarked intranets since 2005• @KurtKragh

Kurt Kragh Sørensen


• 200 members of our 20 communities of practice in Denmark and Sweden – Primarily focused on intranet, search and SharePoint

• 2,600+ profiles on our online community www.IntraTeam.com

• Community about optimizing the intranet and the digital workplace

• @IntraTeam 5,000+ followers• IntraTeam Event Copenhagen

About IntraTeam


If your colleagues has given up on your search function it will take long time to re-establish trust in your search function again.

Trust


Default settings


News, people, intranet and totalNewsfeed not included in Search. Nobody searches for news.

Search scopes


Listen to the users

›Listened to Customer Service to understand the search terms›When did you last use the search engine? This tells you if the search engine works.›Find skills in the switchboard/Customer support


Search for documents


Search for documents

Colleagues only search for documents locally.


Autonomy

›Expensive to upgrade›SharePointy 2013 searches better than Autonomy. 2/3 of Best Bets should not re-enters in SharePoint 2013 when moving from Autonomy.›SharePoint and Autonomy are not friends


Maintenance

›“We validates 20 search results weekly.”›“We have a student worker that looks after Best Bets.”


Feedback

›Did you find what you were looking for? Make it simple Yes/no and then ask more questions. ›


Taxonomy

›Nobody has a company wide taxonomy›Metadata›CEO understands metadata and the value of them. › “Only 10% of metatags would be used of other people.”›SpeechMiners can tag speak

›Folksonomy›The users tagged the content with their own names so they could find the content again.


Advanced Search

›20 out of 621.000 searches came from advanced search


People Search›Type-a-head on name and phone No. No skills›E-mail, phone and Lync directly visible in the search›Skills: Easy for engineers›Best Bets for reception, support and canteen›People search works when the users phones or send an e-mail after search›Linkedin Connector


Governance

›Organisation›Digital Board

›Document governance ›Accepted but hard to implement›Quraterly review and traffic light

›Can only see metadata for secure documents and apply for access›One company only indexes the metadata and not the content due to security.


Keep content freshMarks content so you know if it is not updated.E-mail to content owner when the content is not updated within the last quarter.If ignored. New e-mail and the content will be marked yellow.Still ignored. New e-mail now cc content responsible and will be marked red.Results presented on board meeting


Refiners

›Only 2% use refiners›5,5% use refiners


Federated search

›One is on the way›Security is a challenge with a Document Management System›Syncronisation of tags is hard between different sources.


Paradox“Storage costs are key. And it looks like there are conflicting pressures: the cost of storage is increasing, and the cost of storage is decreasing.”Huh? “What’s happening is that the price of storage is decreasing, but the cost is increasing. And due to cloud and technology advancements, the raw cost of storage is decreasing about 15% or 20%, but data is increasing at 40% to 50%. We thought that the cloud, or tiering or de-duping was going to save the day… but it hasn’t been the solution.” And: “IT budgets are growing at about 3% per year.”

Jake Frazier, senior managing director for FTI Consulting


Better search reduces calls or e-mails to support, customer support etc.Reduce search from 8 minutes to 3

ROI


Thank you for your patience

[email protected]

@KurtKragh

@IntraTeam

lessons learned from a community of practice about enterprise search

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