Improving search findability at ernst & young final
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Improving search findability at ernst & young final

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Brief presentation on the process we followed to improve overall content findability.

Brief presentation on the process we followed to improve overall content findability.

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Improving search findability at ernst & young final Improving search findability at ernst & young final Presentation Transcript

  • Improving search findability atErnst & YoungEnterprise Search Summit – Spring 2012
  • Overview of Ernst & Young► Member firms comprise 152,000 people in 690 cities and 140 countries► Core services include Assurance, Tax, Transaction Advisory Services and Advisory► Diverse business units► Numerous service offerings within each unit► Hundreds of communities (e.g., geographic areas, industries, sectors, service lines, account teams)► Constantly changing and growing► Mobile and remotePage 2 Improving search findability
  • Users get frustrated with intranet search► “I can’t find what I’m looking for.”► “I never use search. I can’t find anything.”► “Why don’t we just implement Google?”Big-budget technology upgrades aren’t always the answer.We needed to find ways to fix the underlying content withouta large budget.Page 3 Improving search findability
  • Make the obvious, obvious
  • Basic search engine optimization is soobvious, most people don’t think of it► Titles are frequently repetitive and vague.► Abstracts often don’t include key search terms.► File names don’t reflect the content of the document.Page 5 Improving search findability
  • Find the heavy submitters then targetyour fixes► Identified the most important content and the heaviest submitters of that type of content► Created training targeted at those users: ► Focused on most frequent mistakes ► Highlighted best practices► Customized and reused the base material for several different target groupsAwareness is self-perpetuating – once people realize theimpact of their metadata, it becomes habit.Page 6 Improving search findability
  • Evangelize to all► Created one-page (front and back) quick reference guide with easy-to-implement guidelines► Included illustrations of good and bad examples► Handed them out at key events and made them available in search resultsPage 7 Improving search findability
  • Take advantage ofsearch logs
  • Evaluate top queries to see if users can findwhat they are looking for► Evaluated top search terms monthly by a group of five to six people to make sure people were finding content for top queries► Worked with content owners to improve content findability when problems were found► Created best bets when optimization didn’t help enough► Working with subject matter resources now to validate the work that was done to improve top queriesWe were able to optimize the top 6% of queries with minimaleffort and no budget.Page 9 Improving search findability
  • Use Excel to create trending charts► Ran comparisons in Excel to find terms that were used for several months in a row► Provided the trend charts to application owners so they could compare content to popular search termsPage 10 Improving search findability
  • Make use of feedback► Followed up on negative feedback ► Asked for specific examples and optimized the content where possible ► Requested additional examples of bad search experiences so we could fix them ► Invited those with complaints to help with the query reviewsPage 11 Improving search findability
  • Finding small ways to improve content canhave a big impact► Applying search engine optimization when submitting content doesn’t take a lot of effort, just common sense and awareness.► Making use of your search logs can address many of the big problems without additional technology investment. % Queries optimized 7% 6% 5% 4% 3% 2% 1% 0% Aug Sep Oct Nov Dec Jan FebPage 12 Improving search findability
  • Questions?
  • DisclaimerErnst & Young refers to the global organization of member firms of Ernst & Young Global Limited, each of which is aseparate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services toclients. For more information about our organization, please visit www.ey.com.This presentation is © 2012 Ernst & Young LLP. All rights reserved. No part of this document may bereproduced, transmitted or otherwise distributed in any form or by any means, electronic or mechanical, including byphotocopying, facsimile transmission, recording, rekeying or using any information storage and retrievalsystem, without written permission from Ernst & Young LLP. Any reproduction, transmission or distribution of this formor any of the material herein is prohibited and is in violation of US and international law. Ernst & Young LLP expresslydisclaims any liability in connection with use of this presentation or its contents by any third party.Views expressed in this presentation are not necessarily those of Ernst & Young LLP.Page 14 Improving search findability