How to achieve high search satisfaction from intranet focus ltd ss

How to achieve high search
satisfaction
Intranätdagarna 2012
Stockholm 6 December 2012

Martin White
Managing Director, Intranet Focus Ltd.
martin.white@intranetfocus.com
Intranet Focus Ltd @intranetfocus

Enhancing business performance

Martin White

www.intranetfocus.com

The theme of this presentation
White’s Rule of Search Investment:

The impact of search on business performance depends
more on the level of investment in a skilled team of people
to support search than it does on the level of investment in
search technology.

There is a corollary:

Without an investment in a skilled team of people to support
search no matter how great the investment is in search
technology there will be no impact on business performance.


Enterprise Search and Findability Study 2012 www.findwise.com


95.1% of respondents are running the risk of not finding the information they
need to make decisions that could affect the future of the organisation
and the future of their careers


The Eureka! Triangle

Search

Eureka!
Browse Alerts


Is this your reality?

Search

Browse Alerts


IA and search
 The majority of papers, presentations and workshops on the
development of information architecture for intranets never
incorporate search in the schemas
 Sometimes the impression is created that using search means that the
information architecture is broken
 However the research evidence indicates that users wish to use a
combination of browse and search


The strategy vacuum
Findwise 2012 NetStrategy/JMC 2011


Big Data reality check
 Big data is not just about data analysis. Data needs to be set within
the context of organisational information and personal knowledge,
expertise and experience

http://www.aiim.org/Research-and-Publications/Research/Industry-Watch/Big-Data-2012


From ‘Enterprise Search’


Content
Big Data
Analytics

Enterprise Mobile
Search Search

IT + Business
Social
Search
Cloud
Search
Search-
Business
based
Intelligence
applications


Content
Big Data
Analytics

Enterprise Mobile
Search Search

Cloud
HELP!
IT Business
Social
Search
Search
Sentiment Business
Analysis Intelligence


Enterprise search re-invented
Customers

Suppliers


Search team roles
 Search (Information Discovery) Manager
 Good understanding of how information is used in the business
 IT support
 Will assess server and network performance, disaster recovery, crawling
schedules etc
 Information Specialist
 Supports metadata and taxonomy development
 May require language skills
 Search analytics
 Defines reporting formats and reviews search logs to identify problems
before they happen
 User support
 Acts as the user-facing member of the team, doing training and usability
testing

Intranet Focus Ltd

The problem of scalability
 Few companies are willing to resource for enterprise
search
 At least one information specialist (A) for each content
language (x)
 One analytics specialist (B) for each business area (y)
 One help desk/training manager (C) for each major
country (z)
 Core search team of at least three for search
management and vendor relationship management

Team size = xA+yB+zC+3
Intranet Focus Ltd

A formula for success?

At least one analytics One help desk/training
specialist (A) for each manager (C) for each
content language (x) major country (z)

Search team size
T = xA+yB+zC+3

One business specialist Core search team of three
(B) for each business for search management, IT
area (y) support and vendor
relationship management

The numbers add up!
 Language support
 English, French and German A = 3
 Business support
 Tax, consulting and recruitment B = 3
 Training and help-desk support
 USA, UK, France, Germany, China C = 5

Team size = 3+3+5+3 = 14!

Intranet Focus Ltd

The reality


Search Teams – the basics
1. There is a search team made up of a range of appropriate skills and
experience
2. The search team has terms of reference
3. The roles and responsibilities of the search team members are included in their
job descriptions and evaluations
4. The search team have a responsibility to maintain close working relationships
with related projects and teams
5. The training needs of members of the search team are kept under review
6. The search team publish a blog on search developments, hints and good
practice
7. Members of the search team participate in the user group of the search
vendor
8. The search team have access to relevant web sites and to a collection of
books, reports and white papers on search topics
9. Members of the search team are members of one or more search communities
of practice
10. Members of the search team are listed on the intranet

Future-proofing search

12 Critical Success Factors

From ‘Enterprise Search’, O’Reilly Media 2012


CSF 1-6
 Invest in a search support team
 Get the best out of the current investment in
search
 Enterprise search is an approach and not a
technology
 Set search within an information management
context
 Content quality is essential for quality search
 Understand user requirements and monitor user
satisfaction


CSR 7-12
 Search then browse then alert then search then
alert.....
 Provide location-independent search
 Undertake intelligent log analysis
 Search is a dialogue
 Procure value not functionality
 Search is a journey


Questions and suggestions?

Martin.white@intranetfocus.com @intranetfocus


Beyond Search at http://arnoldit.com/wordpress


How to achieve high search satisfaction from intranet focus ltd ss

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