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Creating a Connected Search Experience

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This presentation, by Joe Hilger of Enterprise Knowledge, was originally presented at the annual Fed KM Conference on May 14, 2019. In it, Joe offers enterprise search best practices and discusses enterprise knowledge graphs and ontologies.

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Creating a Connected Search Experience

  1. 1. CREATING A CONNECTED SEARCH EXPERIENCE May 14, 2019
  2. 2. JOE HILGER • Principal Consultant and co-founder at Enterprise Knowledge. • 20 years of KM and technology consulting experience. • 13 years experience implementing enterprise search solutions. • Worked on close to 100 different search projects for companies around the world. @jhilgerbc, @ekconsulting
  3. 3. “Why can’t our search be more like Google?” “I can’t find anything on our company search.” “Our search would be great if people would just tag their content.” “Everything I find on our company search is old and out of date.” “I don’t trust our company search.” “Lets just use Google search so that we never have to worry about search again.” SEARCH COMPLAINTS Comments I have heard more than once during our search workshops.
  4. 4. BUILDING A CONNECTED SEARCH Action-Oriented EK’s user centered process for creating search interfaces that help users get their job done and not just find information. Commonly seen on Google. Knowledge Graphs A semantic technology used to aggregate information and map content relationships. Typically used to power Natural Language Search and Artificial Intelligence. Faceting Navigation based on taxonomies and metadata that allows users to filter search results to find information more quickly. Machine Learning Newer technologies that improve the way content is tagged and search results are presented. “The best search experiences connect people to information, information to people, and people to people.” @jhilgerbc, @ekconsulting
  5. 5. ACTION-ORIENTED @jhilgerbc, @ekconsulting
  6. 6. SEARCH IS ABOUT PEOPLE FIRST § Your audience: personas and user journeys (reveals goals, needs, opportunities). § Recognize that users may think about and look for information in different ways. § Your goal is to help people get their job done. @jhilgerbc, @ekconsulting
  7. 7. AMAZON SEARCHGOOGLE SEARCH
  8. 8. PRACTICAL KNOWLEDGE MANAGEMENT EK’s Knowledge Wheel Practical Knowledge Management uses information sharing to support action. Action-oriented Search follows these same principles. FIND CAPTURE CREATE CONNECT MANAGEENHANCE ACT @jhilgerbc, @ekconsulting
  9. 9. ACTION-ORIENTED SEARCH Think Differently 1. Search is a detour from what I want to do. 2. Everything I have is a knowledge asset. 3. Each asset has a different purpose. 4. Help me do my job!! I HAVE A JOB TO DO… @jhilgerbc, @ekconsulting
  10. 10. ACTION-ORIENTED SEARCH 1. Identify what users want to do. 2. Display information that allows people to make a decision. 3. Give users the ability to take immediate action from the search results. @jhilgerbc, @ekconsulting
  11. 11. FACETING @jhilgerbc, @ekconsulting
  12. 12. AMAZON SEARCHGOOGLE SEARCH
  13. 13. FACETED SEARCH “Faceted navigation is arguably the most significant search innovation of the past decade.” Search Patterns by Peter Moreville and Jeffery Callender (O’Reilly, 2010) @jhilgerbc, @ekconsulting
  14. 14. SIMPLIFY METADATA MANAGEMENT Metadata “Card” Title Author Doc Type Product Department Free Text Entry Policies Procedures Reports Project Plans User Documentation … IT Finance Marketing Operations Accounting … 1. Minimize manual entry. 2. Prefill values based on submitter, Location, content, or Source. 3. Automate tagging using tools. • Auto-Categorization • Text mining • Auto-Tagging @jhilgerbc, @ekconsulting
  15. 15. MACHINE LEARNING @jhilgerbc, @ekconsulting
  16. 16. MACHINE LEARNING § Used to automate the tagging or classification of content. § Two approaches: rules based or statistical. § Rules frequently rely on NLP technologies to understand parts of speech. § Analyze user behavior to adjust content relevance (personalized relevancy). § Track user behavior to disambiguate terms. § Often called cognitive search Enhance Content Improve Search @jhilgerbc, @ekconsulting
  17. 17. KNOWLEDGE GRAPHS @jhilgerbc, @ekconsulting
  18. 18. KNOWLEDGE GRAPHS Another word for graphs are “networks” Nodes Edges • A knowledge graph: a network of the things we want to describe and how they are related • We construct a semantic model since we want to capture and generate meaning with the model Google’s knowledge graph is a popular use case “The application of graph processing and graph DBMSs will grow at 100 percent annually through 2022 to continuously accelerate data preparation and enable more complex and adaptive data science.” – Gartner’s Top 10 Data and Analytics Technology Trends for 2019 @jhilgerbc, @ekconsulting
  19. 19. WHAT IS A KNOWLEDGE GRAPH Content Sources Subject Predicate Object Project A hasTitle Title A Person B isPMOn Project A Document C isAbout Topic D Document C isAbout Topic F Person B IsExpertIn Topic D … … … Business Ontology Graph Database Enterprise Knowledge Graph Business Taxonomy Person B Project A Document C Person F Topic D Topic E @jhilgerbc, @ekconsulting
  20. 20. BENEFITS OF A KNOWLEDGE GRAPH Understanding Context Relationships between information allows gives us a better understanding of how things fit together so that search can be more precise. Structured and Unstructured Information Graphs allow for the integration of structured and unstructured information so that users can search for data and content at the same time. Natural Language Search Graphs store information the way people speak. Integrating a graph into your search makes natural language search easier to implement. Aggregation Graphs allow for aggregation of information from multiple disparate solutions so that search results can display information that exists in multiple locations and formats.
  21. 21. HOW DO I GET STARTED Educate the organization on how search can and should work. Investigate the products and tools that you have access to that can help improve search. Inventory your content to understand what you have and how to organize it. Start small and then grow.
  22. 22. HTTPS://WWW.LINKEDIN.COM/COMPANY/ENTERPRISE- KNOWLEDGE-LLC @EKCONSULTING 571-403-1109 INFO@ENTERPRISE-KNOWLEDGE.COM

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