Delivering Value to Users with SharePoint Search by Michal Pisarek - SPTechCon

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  • Done more harm than good by fooling users that you don’t have to do anything for great searchUsers have amazing search experiences in the consumer space that is not replicated in the enterpriseThe serendipitous moment that occurs with google rarely occurs in the four walls of workReasons:Algorithm google uses doesn’t work inside enterpriseContent is not made to be foundInternet search is like looking for anything at all... whereas enterprise search is like looking for something specific:People don't want general information; they want the 100% definitive answer
  • People think that google does it all that no intervention is needed from usersHowever look how much effort is put into content on the internet with metadata, seoContent is made to be found on the internet, its lost in a pit of despair in the enterprise
  • Unclear expectations around what is being searched, how users should search leads to failureWith the great consumer search experiences users are spolied with search experiences
  • Internet search is like looking for anything at all... whereas enterprise search is like looking for something specific:People don't want general information; they want the 100% definitive answerThe algorithms that work in the internet don’t work in the enterprise: page links, The only way to get this context is by metadata, requirements, and configuring your search implementation to your organization
  • The lack of exactly what value search will bring is a common issueUsing platitudes or not breaking down search into tangible requirements that can be implemented causes search implementations to go round and round achieving nothingThere are many possible end results of search, a vision will help you target all activities to that goalHaving search working is like saying that your goal is to have SharePoint working, it really makes no senseSome possible visions:Consolidate disparate data sources for easy retrievalBe able to put a name to a face instantlyPromote innovation by not only returning back actualy results but other relevant results from alternate departments
  • Some examples of visions are above the we can go through and implementYou need a goal that you can go for and this can change over time
  • With all the possible areas of value what is your plan for search?A roadmap for search will allow you to invest your resources correctly
  • The ultimate double edge sword – easy to leave to last, hard to get rightIn order to drive value from search it should be considered iteratively during the project, looking at the value it will provideBy virtue of leaving it last the organization DOES deploy search, however it sometimes fails to achieve significant valueEasy to tick off a project plan, difficult to justify the value that it provides
  • Biggest mistake is not having use cases that can be implementedIt can be as simple as working to 10 solid user stories that are tangible enough to be implementedThese are actual examples that have been used to target search and provide value
  • Partiton the content for a smaller and more targetted subset of resultsYou should always have more than the two default scopes that are providedAt least provide your users with a document only scope that they can useIf your organization works on a financial year basis then create an archived scopeSome suggestions for other scopes are:NewsDocumentsArchived Content
  • Scopes great way to segregate the index for more targetted search resultsBut you need to know how your organization thinks about information for this to be effectiveMultiple different scopes that can be implemented
  • A way to find out how people group and think about related information is cardsortingThis is an IA exercise taken from the UX community but can have great value in searchAllows you to see what types of content you should have in scopes, how you should organize taxonomy, and how users essentially view the information in the enterpriseFor instance to determine what content should be in what scopes you can use a card sort to allow people to place content into predefined categoriesSo would a contract be in the finanical scope or in the investor relations scope for example?
  • Create cue cards with various bits of information such as types of content or even metadataTake a variety of users and get them to sort the cards into groupsThe great thing is that you get your taxonomy or scope or whatever built for youBut its really the conversations that users between each other that allows you to much better understand the organizationIt can be done in person or even online through a cardsorting tool like optimalworkshop which I loveI have done online cardsorts to determine what should go in scopes up to 500 users which is cool
  • Invest as much time into people search as you do into content searchBecause the majority of knowledge isnt codified in organizations you are frequently looking for a person, not a documentFor many organizations simply having the ability to find peoples phone numbers is amazing People usually don't want to know the answer, people usually want to know who knows the answer
  • What can you do if the business simply won’t let you ask questions or take users time away in a workshop?The How was your search web part allows users to provide feedbackSuper simple to implement and a great way to get informationEngages a wide variety of end users to provide feedback
  • Delivering Value to Users with SharePoint Search by Michal Pisarek - SPTechCon

    1. 1. Delivering Value to Users with SharePoint Search presenters Pisarek Michal names SharePoint MVP month, day, year Founder Dynamic Owl Consulting
    2. 2. Slide TitleIntroduction: Michal Pisarek Founder of Dynamic Owl Consulting Click to edit Master text styles • Microsoft SharePoint MVP Second level Organizer of the Vancouverof presentation » Third level title SharePoint Users Group › Fourth level presenters names Blog: SharePointAnalyst HQ month, day, year Contributing Author International SharePoint Speaker
    3. 3. Slide Title OwlDynamic Click to edit consulting services SharePoint Master text styles • Second level Business focused • Strategylevel » Third & Roadmap title of presentation • › Fourth Governance level presenters names • Change Management month, day, year • Requirements Elicitation • Intranets and Digital Workplaces
    4. 4. Slide Title AgendaToday’s What we’re covering today: Why search is difficult Common search mistakes Tips to improve your SharePoint search
    5. 5. Slide Title GoalsSession Have a framework that Tools and techniques to Understand what you can use to define help you create great collaboration is and isn’t collaboration for your collaboration solutions organization
    6. 6. Why is search so difficult?Why simple does not mean easy
    7. 7. Slide TitleThe Google Effect
    8. 8. Slide TitleThe Google Effect Fooled people into thinking search requires no effort Users have a very low tolerance for failure Enterprise search is fundamentally different in context
    9. 9. The Google Effect Part 1Slide Title Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    10. 10. The Google Effect Part 2Slide Title Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    11. 11. The Google Effect Part 3Slide Title Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    12. 12. Common Search Mistakes
    13. 13. Slide Title Search Custom Advanced Customto edit Click ScopesMaster text styles Pages Refiners Results Search • Second level » Third level Content title of presentation Bets Bets and Search › Expansion Sets Keywords Fourth level Sources Suggestions presenters names month, day, year Custom Replacement Search Syntax Ranking People Search Sets Training Algorithms 1 3
    14. 14. Lack TitleSlide of vision Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    15. 15. Slide Title Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    16. 16. Slide TitleRoadmapSearch How will search provide you value and when will Click to edit Master text styles this happen? • Second level a plan going forward for search? Do you have title of presentation » Third level improvements and feedback are Incremental far › Fourth levelthe big bang approach superior to presenters names month, day, year
    17. 17. Slide until last in a projectLeft Title Easy to flick a Click to edit Master text styles switch and results • Second level appear » Third level title of presentation No resources left › Fourth to do anything level presenters names month, day, year Easy item to check of a project plan Implement search
    18. 18. Slide Title Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    19. 19. Slide Title Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    20. 20. Slide Title FANTASTICO INC SEARCH STRATEGY OUTCOMES Click to edit Master text styles • Second level MEASURES » Third level title of presentation › Fourth level presenters names TARGET STORIES month, day, year SHAREPOINT SCOPE AND CONFIGURATION
    21. 21. Slide Title OUTCOMES Click to edit Master text styles MEASURES • Second level » Third level title of presentation › Fourth level presenters names TARGET STORIES month, day, year SHAREPOINT SCOPE
    22. 22. Slide TitleThe Golden Rule of Gathering Search Requirements Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    23. 23. Slide Title TECHNIQUES DELIVERABLE Search Vision Statement Click to edit Master text styles OUTCOMES • Second level » Third KPI Workshop level title of presentation List of measures that MEASURES make sense › Fourth level presenters names Backlog of stories month, day, year TARGET STORIES Functional Spec and Solution SHAREPOINT SCOPE 2 3
    24. 24. Tips to improve search
    25. 25. Slide Title and KeywordsBest Bets
    26. 26. Slide Title and KeywordsBest Bets Acronyms • Any TLAs  Department Names: • Accounting • Human Resources • Marketing Common Business Terms • Engineering Organizations: Topics • Banking: Task Based General Terms • Common Actions: Printing, Mail, Car Hire, Travel, Banking • Locations: Office locations, Project Locations • Leave: Leave forms, holiday forms, travel request • SharePoint Based: Intranet, Projects, Training • Intranet Based: Events, News, Stories
    27. 27. Slide Title WorkshopBest Bets Get diverse people in a room Hand out cue cards with the Best Bet format Write 10 each, then shuffle and swap At the end review all Best Bets
    28. 28. Slide Title ScopesCustom
    29. 29. Slide TitleScopes How does your organization think about information? • Content Based: Contracts, Policies, Procedures • Task Based: New Member Account, Termination, New Loan Application • Storage Based: C Drive, SharePoint Sites, CRM • Time Based: Yearly Financial Cycles • Department Based: Accounting
    30. 30. Slide TitleOur Experience Always have a Documents search scope implemented Users are more comfortable with the word ‘filter’ than ‘scope’ Too many scopes can be confusing
    31. 31. Slide TitleCard Sorting Lets people group related information together Powerful way to see how users think about information in groups Great to see how scopes should be structured Two types: • Open: Users create categories • Closed: Pre-defined categories
    32. 32. Slide Title a card sortRunning Create cue cards Users sort into categories Can be done online or in person
    33. 33. Slide Title Results PagesCustom
    34. 34. Slide Title Results PagesCustom Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year Images blatantly stolen from Corey Roth, Matthew McDermott and Todd Carter
    35. 35. Slide Title Result WorkshopCustom Select the content that you want to target (this is usually tied to scopes) Sit users in a room with a facilitator Get users to choose which pieces of metadata are important and how they should be displayed FILE SIZE START DATE TITLE CUSTOMER FILE TYPE CUSTOMER EXCERPT START DATE YEAR EXECUTED BY YEAR LAST MODIFIED OFFICE/BRANCH PROJECT NUMBER PROJECT ID PROJECT NUMBER OFFICE/BRANCH
    36. 36. Slide Title Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    37. 37. Slide Title Invest in People Search Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    38. 38. Slide Title Click to edit Master text styles • Second level » Third level title of presentation › Fourth level presenters names month, day, year
    39. 39. Slide TitleReportingSearch SharePoint offers great search reporting capabilities to help you
    40. 40. Slide Title your search web partHow was Great way to gather feedback about search Simple way for end users to communicate their feedback The information can be a goldmine
    41. 41. Questions?

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