Best Practice Enterprise Search
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My presentation from "SharePoint w biznesie i IT" arranged by Grupa Unity in Warsawa.
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Best Practice Enterprise Search
- 1. Best Practices for Enterprise Search Kurt Kragh Sørensen IntraTeam A/S www.IntraTeam.com
- 2. Agenda • • • • • • Who are we – you and I? How to get money for search? Optimizing search Search team Knowledge sharing Guidelines for search @KurtKragh @IntraTeam www.IntraTeam.com
- 3. Kurt Kragh Sørensen • Worked with intranets since 2000 and search since 2009 • Facilitated Community of Practice groups since 2002 • Benchmarked intranets since 2005 • @KurtKragh • IntraTeam.com has more than 2,500 members @KurtKragh @IntraTeam www.IntraTeam.com
- 4. About IntraTeam • 230 members of our 23 communities of practice in Denmark and Sweden – Primarily focused on intranet, search and SharePoint • 2,500+ profiles on our online community www.IntraTeam.com • Community about optimizing the intranet and the digital workplace • @IntraTeam 5,000+ followers • IntraTeam Event Copenhagen @KurtKragh @IntraTeam www.IntraTeam.com
- 5. Who are you? • • • • IT Communication HR Management @KurtKragh @IntraTeam www.IntraTeam.com
- 6. How to get money for search? @KurtKragh @IntraTeam www.IntraTeam.com
- 7. RESULTS FROM THE FINDWISE ENTERPRISE SEARCH AND FINDABILITY SURVEY SIGN-UP & DOWNLOAD REPORT @KurtKragh @IntraTeam www.IntraTeam.com
- 8. Do you ask your management for money for search? Or what do you ask for? @KurtKragh @IntraTeam www.IntraTeam.com
- 9. You should be asking for money to help the management and the employees to make better deceisions! @KurtKragh @IntraTeam www.IntraTeam.com
- 10. 75% Enterprise Search and Findability Study 2012 www.findwise.com www.IntraTeam.com
- 11. 15% Enterprise Search and Findability Study 2012 www.findwise.com www.IntraTeam.com
- 13. What is the easiest? Getting money for servers and software? Or Getting more people to work with search? @KurtKragh @IntraTeam www.IntraTeam.com
- 16. Optimize search • SharePoint Standard Analytics – Zero result searches – Searches not clicked on – Most searched terms • Best bets • ”Didn’t you find what you were looking for?” @KurtKragh @IntraTeam www.IntraTeam.com
- 17. Who has too much content? @KurtKragh @IntraTeam www.IntraTeam.com
- 19. www.IntraTeam.com photo © 2007 by Tomasz Sienicki
- 21. Freshness Intranet Content Quality 300000 2008 250000 2007 2006 200000 2005 150000 2004 2003 100000 Temporary Archive 50% 50000 0 2003 2004 2005 2006 2007 2008 www.IntraTeam.com
- 22. Freshness intranet Content Quality Positive feedback from editors and publishers!!!! 300000 250000 200000 150000 2008 2007 100000 TemporaryArchive 50000 0 2007 2008 www.IntraTeam.com
- 23. ”Unfortunately bad content does not smell like rotten apples.” Gerry McGovern www.IntraTeam.com
- 24. Developed by Lars Fastrup http://www.fastrup.net www.IntraTeam.com
- 25. Site Quality Score Explained 100% - Site contains no inactive documents outside the archive 50% - Half the documents outside the archive have not been opened or edited within the last 6 months. 0% - No documents outside the archive have been used within the last 6 months Developed by Lars Fastrup http://www.fastrup.net @KurtKragh @IntraTeam www.IntraTeam.com
- 26. Active documents Quality score 100 % Not accessed for 6 months Not updated for 6 months Archived All documents created by the user Historical documents Developed by Lars Fastrup http://www.fastrup.net @KurtKragh @IntraTeam www.IntraTeam.com
- 28. Archived Documents are Grey 28 www.IntraTeam.com Developed by Lars Fastrup http://www.fastrup.n
- 30. Thanks to Ed Dale, Ernst & Young @KurtKragh @IntraTeam www.IntraTeam.com
- 32. 32 22 december 2011 COWIportal @KurtKragh @IntraTeam www.IntraTeam.com
- 34. What is the first thing you search for? www.IntraTeam.com
- 37. SP2013 Search Team @KurtKragh @IntraTeam www.IntraTeam.com
- 39. Dave Snowden’s Principles 1/2 • Knowledge can only be volunteered it cannot be conscripted. • You can’t make someone share their knowledge, because you can never measure if they have. • You can measure information transfer or process compliance, but you can’t determine if a senior partner has truly passed on all their experience or knowledge of a case. • We only know what we know when we need to know it. • Human knowledge is deeply contextual and requires stimulus for recall. Unlike computers we do not have a list-all function. Excerpts from http://cognitive-edge.com/blog/entry/5576/rendering-knowledge @KurtKragh @IntraTeam www.IntraTeam.com
- 40. Dave Snowden’s Principles 2/2 • In the context of real need few people will withhold their knowledge. A genuine request for help is not often refused unless there is literally no time or a previous history of distrust. On the other hand ask people to codify all that they know in advance of a contextual enquiry and it will be refused (in practice its impossible anyway). Linking and connecting people is more important than storing their artifacts. • We always know more than we can say, and we will always say more than we can write down. This is probably the most important. The process of taking things from our heads, to our mouths (speaking it) to our hands (writing it down) involves loss of content and context. @KurtKragh @IntraTeam www.IntraTeam.com
- 41. Guidelines for Enterprise Search @KurtKragh @IntraTeam www.IntraTeam.com
- 43. Nielsen Norman Guidelines The subject of good practice in employee search is covered in detail in Volume 6 of the Nielsen Norman Group report on Intranet Usability Guidelines. • 94. Provide employee search for the organization. • 95. On every intranet page, present a search box for searching the employee directory. • 96. Do not open the employee search in a new window. • 97. Make it clear which type of information can be entered in an open search field or form, such as last name, first name, job title, or location. • 98. Be forgiving about formatting and be clear about any format requirements. Ideally, suggest people’s names as users are constructing their queries. @KurtKragh @IntraTeam www.IntraTeam.com
- 44. Nielsen Norman Guidelines • 99. Place notes and examples to describe field inputs adjacent to (not as prompts within) employee search fields. • 100. Provide a way to search for employees by partial information, including first name, last name, initial, nickname, title, department, or other information. • 101. Consider enabling reverse-lookup, so people can search by phone number to find the person it belongs to. • 102. Consider enabling phonetic name spelling search (especially at global organizations). • 103. Provide a clear link to advanced employee search options @KurtKragh @IntraTeam www.IntraTeam.com
- 45. Nielsen Norman Guidelines • 104. Provide search results on a new page, not just in a section of the page users searched on. • 105. In employee search results, make it easy for users to identify the person they are looking for. Provide the name, location, title, email address, and telephone number so users do not have to open a profile document to find this common information. • 106. Make the employee’s name an underlined link to the employee’s profile document. • 107. Write out the full email address in the search results. @KurtKragh @IntraTeam www.IntraTeam.com
- 46. Nielsen Norman Guidelines • 108. Clicking the email address link from the search results page should automatically open and address a new email message to the person. • 109. Make the employee search results pages as simple as possible by eliminating redundant information. • 110. Provide filters and sorting—such as by department or job title—to help users narrow down employee search results. • 111. If possible, include employee search results with the general intranet search results even if you also have a directory-only results section. • 112. Clearly distinguish employee directory results from general intranet results if presented on the same page. @KurtKragh @IntraTeam www.IntraTeam.com
- 47. Nielsen Norman Guidelines • 113. If possible, in addition to the employee search function, provide an alphabetical list of all employees at the organization. @KurtKragh @IntraTeam www.IntraTeam.com
- 52. The Search Circle • Annual subscription-based service for website and enterprise search managers. Launched in July 2013 • Monthly Search Log newsletter • Search Notes reports – – – – – – – Measuring search performance and satisaction Big Data and enterprise search Building a business case for search Why search is business critical – a briefing for senior managers SharePoint 2010 and 2013 search Enhancing website search Open source search • SearchCheck search benchmarking methodology • Subscribers in Australia, Germany, Malaysia, the Netherlands, UK and USA http://www.intranetfocus.com/enterprise-search/thesearchcircle @KurtKragh @IntraTeam www.IntraTeam.com
- 53. More information • Search • SharePoint Search • Enterprise Search Management You get more content if you sign up for free. @KurtKragh @IntraTeam www.IntraTeam.com
- 54. IntraTeam Event 2014 Three days conference about intranet, digital workplaces, SharePoint and Search 28 international speakers. Three tracks. Lots of sessions about: SharePoint Search Sign up before Dec. 14 and save money! More about the conference
- 56. Thank you for your patience @IntraTeam @KurtKragh Kurt@IntraTeam.dk @KurtKragh @IntraTeam www.IntraTeam.com
Editor's Notes
- http://www2.findwise.com/findabilitysurvey2013
- http://www.oracle.com/us/industries/industry-scorecard-1683398.html
- Examples:100% In doc lib: 4 active + 0 inactive documents (All documents in doc lib are active)50% In doc lib: 2 active + 2 inactive documents (Half of documents in doc lib are inactive)0% In doc lib: 5 inactive + 0 active documents (All documents in doc lib are inactive)
- Smiley – visualisering af kvalitetsniveau (samt en reminder til ’ejeren’ om at huske kvalitet) . Venlig politibetjent.Rettigheder, hvem kan arkivere hvad? Følger den gængse rettighedsstruktur:Alle der har contribute eller højere adgang til et dokument kan arkivere det.
- The archiveddocumentsareonly flagged
- http://cognitive-edge.com/blog/entry/5576/rendering-knowledge
- http://www.nngroup.com/reports/intranet-usability-guidelines/
- http://www.designingthesearchexperience.com
- http://rosenfeldmedia.com
- http://www.muldermedia.com