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What you can not find does not exist - Intrateam Event 26 Feb 2015

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What you can not find does not exist. Enterprise search and the importance of analytics.

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What you can not find does not exist - Intrateam Event 26 Feb 2015

  1. 1. Intrateam Event Copenhagen - February 2015 What you can not find, does not exist …
  2. 2. What you can not find, does not exist … What you do find, maybe you shouldn’t see And it’s not always easy to know what the user wants Actual search hit from the public web site ”I just want to find everything that is relevant to me at the moment.” (Answer from a user interview during the feasibility study)
  3. 3. Enterprise Search at Chalmers Andreas Hallgren Digital communication and online channels Chalmers University of Technology CONTACT: andreas.hallgren@chalmers.se TWITTER @hallgren ... Or search for me on chalmers.se...
  4. 4. Chalmers University of Technology  Located in Gothenburg, Sweden  Founded in 1829  Private, foundation owned, university in 1994  18 departments, working within 8 key areas of advance: • Built Environment • Energy • Information and Communication Technology • Life Science • Materials Science • Nanoscience and Nanotechnology • Production • Transportation  11,000 students  2,000 teaching and research staff  800 technical support and administrative staff VISION Chalmers for a sustainable future
  5. 5. Anyway, let’s get back to search…
  6. 6. Starting point chalmers.se Student Portal Intranet Staff database ONE SEARCH FOR EACH PLATFORM USERS IN AGREEMENT Co-workers, students and website visitors are all unhappy with search
  7. 7. chalmers.se 31.000 web pages Student Portal 3.300 web pages + 1.300 courses Intranet 6.000 web pages Staff database 5.200 members “ To deliver easy and efficient access to the relevant information needed to perform desired activity ” VISION
  8. 8. Effect mapping EFFECTS / GOALS KPIs and tools for measuring development are created or planned. MEASURING Generic: • Easy access to relevant information • Increased satisfaction with search and increased use of search at Chalmers Students: • Improved self service for current students Staff: • Facilitate task solving for staff by use of search External visitors: • Present Chalmers’ core business and strengths to external visitors METHOD Workshops and interviews reveal user behavior and user needs
  9. 9. Project phases Launch basic search functions Technical solutions and platform in place PHASE 1 Develop and adapt search applications based on user needs and behavior Create tools for analysis and administration PHASE 2 Add additional sources Develop advanced search driven functionality to the sites PHASE 3 Feasiblity study and choice of technical solution PHASE 0
  10. 10. Project phases Feasiblity study and choice of technical solution PHASE 0 Summer 2012 Launch basic search functions Technical solutions and platform in place PHASE 1 Develop and adapt search applications based on user needs and behavior Create tools for analysis and administration PHASE 2 Add additional sources Develop advanced search driven functionality to the sites PHASE 3
  11. 11. Launch basic search functions Technical solutions and platform in place Project phases PHASE 1 Feasiblity study and choice of technical solution PHASE 0 Summer 2013Sommar 2012 RESULT Develop and adapt search applications based on user needs and behavior Create tools for analysis and administration PHASE 2 Add additional sources Develop advanced search driven functionality to the sites PHASE 3 The result was good…
  12. 12. New and improved! Phase 1 search solution  Our students do not care what website they are on. Neither does our new search.  Far greater relevance than before.  An independent search platform creates possibilites for the future
  13. 13. Contact us – it’s easy! Phase 1 search solution  Easier to find staff  Searches on ext. numbers  Connects to profile pages for more info  Contact info, photos and maps in search results
  14. 14. Launch basic search functions Technical solutions and platform in place PHASE 1 Feasiblity study and choice of technical solution PHASE 0 Summer 2013Sommar 2012 RESULT Develop and adapt search applications based on user needs and behavior Create tools for analysis and administration PHASE 2 Add additional sources Develop advanced search driven functionality to the sites PHASE 3 The result was good … 6 months delayed and at double the development time compared to the estimated time. Why? • Overly optimistic estimate • A complex organisation • Difficulties in finding the right people internally • Comprehensive testing was required • Vague requirements specification • No project manager at Chalmers • No ”product champion” to promote search within the organisation , but…
  15. 15. Launch basic search functions Technical solutions and platform in place Project phases PHASE 1 Feasiblity study and choice of technical solution PHASE 0 Summer 2013Summer 2012 Loss of focus Loss of funding Change in planning and ambition Develop and adapt search applications based on user needs and behavior Create tools for analysis and administration PHASE 2 Add additional sources Develop advanced search driven functionality to the sites PHASE 3 Hand-off from project to governance organisation…
  16. 16. Who owns search?
  17. 17. • Relevance models • Administation user interface • Additional data sources DEVELOPMENT • Key matches • Synonyms • Handling information deficiencies (in cooperation with web editors) SEARCH MANAGER Search manager 25%
  18. 18. The search manager’s mission  Analyzing search usage and user behavior  Improving relevance through synonyms, key matches etc  Lifting search improvment needs to development groups  Setting guidelines for search tools and SEO  Handling feedback from users  Having coffee with web editors and information producers
  19. 19. Basic tools for search managers
  20. 20. Basic tools for search managers
  21. 21. • Relevance models • Administration user interface • Additional data sources DEVELOPMENT SEARCH ANALYSIS • Key matches • Synonyms • Handling information deficiencies (in cooperation with web editors) SEARCH MANAGER Search manager 25% JUST A FEW FIGURES Focus on tools/services – the user has a task to solve. Search is seasonal EXEMPLES FROM SUMMER 2013 July • vpn (working from home) • Schedule , scholarships, preparatory studies (before the semester) • New York (?) August • Schedule, student centre, mail. Student union fees (the semester starts) September • matlab, pingpong, mail, eduroam (practical tools used for the studies) Topp 100 searches is 14,2% of all searches (feb 2014) 20.000-30.000 Searches/month (3-4%)
  22. 22. Search analytics  Information that we ought to have  Information that we do have, but is hard to find  Information that we perhaps should not have, but that the visitor think we could have What your visitors doWhat they want to do Analysing search behavior gives us tools to work with structure, navigation and design as well as information quality and information deficiencies on our sites. Web analyticsSearch analytics
  23. 23. What kind of web should we give our visitors? Customer satisfaction questionnaires
  24. 24. Example: Chalmers.se Built exclusively for external audiences Current student > Student Portal Staff > Intranet 60% current students 17% staff Visitor questionnaire reveals: Visitor questionnaire autumn 2013 23% external visitors
  25. 25. Promote good discussions in the organisation What do our visitors expect from us, and what should our brand deliever? but base decisions on facts, not guesses and only measure what you will act on
  26. 26. Chalmers.se is not our home page, it is the visitor’s web site • No one likes a bad dinner party. • All visitors have a task to solve. Our job is to make this as easy as possible • Good search and good navigation is key to a good experience (Good content helps as well…). • Most things are constantly changing. To follow up and improve is a process, not a project
  27. 27.  A common search solution is harder than you might think  Search “ownership” internally is important  The real job starts when the technology is in place.  A good search solution shows the information you have got. For better or worse.  A search manager is needed from day one.  A good search solution is invisible.  Measure, evaluate and improve. All the time. Lessons learned…
  28. 28. IMAGES • Hiding? Susanne Nilsson CC BY-SA (https://www.flickr.com/photos/infomastern) • Search sign: Pleuntje, CC BY-SA (https://www.flickr.com/photos/pleuntje) • Thumbs down: Juhansonin, CC BY-SA (http://www.flickr.com/photos/juhansonin/) • Long road ahead: Jon Rawlinson CC: BY-SA (http://www.flickr.com/people/94571281@N00) • Diffussion of knowledge: Quinn.Anya, CC: BY-SA (http://www.flickr.com/photos/quinnanya/) • Hoover Dam Construction: Alan Stark CC-BY-SA (https://www.flickr.com/photos/squeaks2569/) • Coffee cup: LexnGer CC BY-NC (http://www.flickr.com/photos/lexnger/4482568463) • Books: Thorsten Becker CC BY-NC-ND (https://www.flickr.com/photos/alternatewords/) • Stats. Lendingmemo CC BY (https://www.flickr.com/photos/lendingmemo/) • Dandelion Wish: John Llu CC-BY (http://www.flickr.com/photos/8047705@N02/5572197407) • Tape measure greyscale: antony_mayfield CC: BY-SA (http://www.flickr.com/photos/antonymayfield/) • Facts, not opionions: John Lord CC BY (https://www.flickr.com/photos/yellowbookltd/8530136053) • Hippo bin: Eli Duke CC BY-SA (https://www.flickr.com/photos/elisfanclub/4577865478) • Graphs: See-ming Lee: CC: BY-SA (https://www.flickr.com/photos/seeminglee/) • Tape Measures: musicisentropy CC: BY-SA (http://www.flickr.com/photos/bandfan/) THANK YOU FOR LISTENING!

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