Yesterday we (Kristian Hjelseth and Kristian Norling) participated in a great World Cafe event arranged by Steria in Norway. We did a Pecha Kucha inspired presentation (scroll down to the bottom of this blog post for the presentation) to introduce the subject of Enterprise Search and Findability and how to work more efficiently with the help of enterprise search. Afterwards there was a set of three round-table workshop with practitioners, where search related issues were discussed. We found the discussions very interesting, so we thought we should share some of the topics with a broader audience.
The attendees had answered a survey before coming to the World Cafe. In which 83,3% stated that finding the right information was critical for their business goals. But only 20,3% were satisfied with their current search solution, because 75% said it was hard or very hard to find the right information. More stats from a global survey on enterprise search that asked the same questions.
To have all the information that you would like to find in the same search was deemed very important for findability by the participants. The experience of search is that the users don’t know what to search for, but to make it even worse, they do not know where to look for the information! This is also confirmed by the Enterprise Search and Findability Survey that was done earlier this year. The report is available for download.
Google web search always comes up as an example of what “just works”. And it does work because they found a clever algorithm, PageRank, that basically measures the trustworthiness of information. Since PageRank is heavily dependent on inbound links this way of measuring trust is probably not going to work on an intranet where cross-referencing is not as common based on our experience. Most of the time it is not even possible to link stuff on the intranet, since the information is not accessible through http. Read more about it in this great in-depth article series on the difference between web search and enterprise search by Mark Bennet.
So how can we make search inside the firewall as good as web search? I think by connecting the information to the author. Trust builds between people based on their views of others. Simply put, someone has the authority over her peers either through rank (=organisation chart) or through trust. The trustworthiness can be based on the persons ability to connect to other people (we all probably know someone who knows “everyone”) or we trust someone based on the persons knowledge. More reading on the importance of trust in organisations. How to do this in practice? Some ideas in this post by BIll Ives. Also a good read: “How social is Enterprise Search?” by Jed Cawthorne. And finally another good post to read.
By adding relevant metadata to information, we can make it more findable. There was discussions on the importance of strict and controlled metadata and how to handle user tagging. For an idea on how to think about metadata, read a blog post on how VGR used metadata by Kristian Norling.
Before you start to do any major work with your current enterprise search solution, look at the search log files and analyze the data. You might be surprised in what you find. Search analytics is great if you want insight into what the user expects to find when they search. Watch this video for an introduction to Search Analytics in Practice.
- Access control and transparency
- Who owns search?
- Who owns the information?
- Personalization of search results