How to achieve high search satisfaction from intranet focus ltd ss
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How to achieve high search satisfaction from intranet focus ltd ss

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Presentation to an intranet conference in Sweden in Dec. 2012 on why good enterprise search is so important. Includes some survey data and 12 success factors based on my book 'Enterprise Search'......

Presentation to an intranet conference in Sweden in Dec. 2012 on why good enterprise search is so important. Includes some survey data and 12 success factors based on my book 'Enterprise Search' published by O'Reilly Media

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  • 1. How to achieve high search satisfaction Intranätdagarna 2012 Stockholm 6 December 2012 Martin White Managing Director, Intranet Focus Ltd. martin.white@intranetfocus.comIntranet Focus Ltd @intranetfocus
  • 2. Enhancing business performance Martin White www.intranetfocus.com
  • 3. 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 in search 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. www.intranetfocus.com
  • 4. Enterprise Search and Findability Study 2012 www.findwise.com www.intranetfocus.com
  • 5. Enterprise Search and Findability Study 2012 www.findwise.com www.intranetfocus.com
  • 6. www.intranetfocus.com
  • 7. 95.1% of respondents are running the risk of not finding the information they need to make decisions that could affect the future of the organisation and the future of their careers www.intranetfocus.com
  • 8. www.intranetfocus.com
  • 9. The Eureka! Triangle Search Eureka! Browse Alerts www.intranetfocus.com
  • 10. Is this your reality? SearchBrowse Alerts www.intranetfocus.com
  • 11. 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 www.intranetfocus.com
  • 12. The strategy vacuum Findwise 2012 NetStrategy/JMC 2011 www.intranetfocus.com
  • 13. www.intranetfocus.com
  • 14. 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 www.intranetfocus.com
  • 15. www.intranetfocus.com
  • 16. www.intranetfocus.com
  • 17. www.intranetfocus.com
  • 18. www.intranetfocus.com
  • 19. www.intranetfocus.com
  • 20. From ‘Enterprise Search’ www.intranetfocus.com
  • 21. Content Big Data AnalyticsEnterprise Mobile Search Search IT + Business Social Search Cloud Search Search- Business based Intelligence applications www.intranetfocus.com
  • 22. Content Big Data AnalyticsEnterprise Mobile Search Search Cloud HELP! IT Business Social Search Search Sentiment Business Analysis Intelligence www.intranetfocus.com
  • 23. Enterprise search re-invented Customers Suppliers www.intranetfocus.com
  • 24. 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 testingwww.intranetfocus.com Intranet Focus Ltd
  • 25. 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+3www.intranetfocus.com Intranet Focus Ltd
  • 26. A formula for success? At least one analytics One help desk/training specialist (A) for each manager (C) for each content language (x) major country (z)Search team size T = xA+yB+zC+3 One business specialist Core search team of three (B) for each business for search management, IT area (y) support and vendor relationship management www.intranetfocus.com
  • 27. 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! Intranet Focus Ltd
  • 28. The reality www.intranetfocus.com
  • 29. Search Teams – the basics1. There is a search team made up of a range of appropriate skills and experience2. The search team has terms of reference3. The roles and responsibilities of the search team members are included in their job descriptions and evaluations4. The search team have a responsibility to maintain close working relationships with related projects and teams5. The training needs of members of the search team are kept under review6. The search team publish a blog on search developments, hints and good practice7. Members of the search team participate in the user group of the search vendor8. The search team have access to relevant web sites and to a collection of books, reports and white papers on search topics9. Members of the search team are members of one or more search communities of practice10. Members of the search team are listed on the intranet www.intranetfocus.com
  • 30. Future-proofing search 12 Critical Success FactorsFrom ‘Enterprise Search’, O’Reilly Media 2012 www.intranetfocus.com
  • 31. 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 www.intranetfocus.com
  • 32. 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 www.intranetfocus.com
  • 33. Questions and suggestions? Martin.white@intranetfocus.com @intranetfocus www.intranetfocus.com
  • 34. Beyond Search at http://arnoldit.com/wordpress www.intranetfocus.com