Hvordan få søk til å fungere effektivtKristian Norling, Intranett 2013, 18 November, Oslo, Norge

God søk er essentielt for et godt intranett. Likevel investeres det hverken i nødvendig teknologi eller kompetanseutvikling på søk. Resultatet er skremmende: dobbeltarbeid, dårlige beslutninger, forsinkelser og overskridelser, kaste bort ansattes tid på leting etter informasjon, treg respons på marked, konkurrenter osv. Med forholdsvis enkle grep kan du gjøre noe med dette i dag.

Hvordan få søk til å fungere effektivt

‣ Hjelp - intranettet flyter over av innhold‣ Sammenhengen mellom søk,

informasjon, arkitektur og hyperkoblinger

‣ Viktigheten av kontekst ‣ Hva har tillit å gjøre med søk   ‣ Hva med mobilen og søk‣ Eksempler på dårlig och god søk

Agenda

#intranett2013 @kristiannorling

Resten av presentationen är på engelska…

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…med skandinaviskt tal?

Lifetime guarantee

kristian@norling.co @kristiannorling

nathansnider

Search is NOT a project!

It is a (lifelong) commitment

“Enterprise data simply isn’t like web or consumer data – it’s characterised by rarity and unconnectedness rather than popularity and context.”

Charlie Hull, Flax Blog

Source: Julie Hunt

Enterprise Search: Un-Cool and Mission Critical

proimos

BIG

mrflip

What job is search hired to do?Reference: Clayton Christensen HBS

To give us the right information when we need it!

The Enterprise Search and Findability Report

2013

“Big Data lives – enterprise search is dead!” Really?

Source: IntranetFocus

The Big Data Benchmarked Corporation?

Source: VINT

‣ Growing amounts of data.‣ Filter Failure.‣ Enterprise Search is under-utilized.‣ CMSWire: Enterprise Search: Un-Cool and

Mission Critical‣ How many of you have done a web/

intranet remake project?‣ Did it work better for a while?‣ Lifecycle manage your information‣Archive, delete or keep?

Help me! Content overload!

‣What clues do we have to understand WHAT is the right information?‣ Is the information relevant? (referenced,

shared, used, positive/negative, related)‣Who is responsible for the information?‣Who is the author?‣Who distributed it?‣Where am I searching from (location, device)‣When am I searching (time of the day,

weekday, season)

The importance of context

Web search works well?Why is that?!

They have created a trust-based model for telling us if the information is of good quality…!

We need to make the information we have in the enterprise trustworthy

What has trust to do with enterprise search?

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By having a good data hygiene... !

remember:!

Crap in = Crap out

INFORMATION NEEDS answers the Questions

Social search? Are you serious?

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What?Why?How?

Who? !

Social search? Are you serious?

We can use different types of signals to emphasise certain information!

‣ What information is shared?‣ Is it sent (a lot) by email?‣ Is it on social networks?‣ Is it favorited?

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CMSWire: Social Reconnects Enterprise Search

Social search? Are you serious?

Mobile helps us to define context!

Helps us with targeting the right information to the right person!

Special Use Cases for Mobile Enterprise Search. What job is-to-be-done by search?

Oh, and that mobile thing

GPSCameraVoice!

TwigKit: Design Principles for Mobile Search, Designing Mobile Search, Mobile Information Needs Accessing Enterprise Content With Mobile Search

Oh, and that mobile thing

Examples

Malmö StadVästra Götalandsregionen (VGR)Ernst & YoungSCANordea!

And some examples of good UI features.

Good examples

Malmö Stad People

http://jesperby.com/2013/09/18/an-intranet-must-excel-at-finding-people/

VGR Statistics

E&Y Metadata

Search engine optimization

This quick reference guide outlines the method for optimizing content for the search engine to help Ernst & Young practitioners get more accurate search results.

March 2012

A quick reference guide for Ernst & Young professionals

Search engine optimization (SEO) is a way to help you and other Ernst & Young practitioners quickly and easily find the content you need using search.

Imagine that you are submitting a successful proposal document that Ernst & Young presented to an automotive client for internal audit work, which you consider to be a good example. Put yourself into the shoes of the person who will be searching for an internal audit proposal for automotive. Which of the following documents is most likely to come back in a search for “internal  audit proposal automotive”?

A. Title: 2012 Internal Audit Proposal Automotive Sweden Summary/Abstract: This internal audit proposal was presented to a Swedish automotive client, and includes information

on our global capabilities, credentials related to the automotive services industry, Ernst & Young's differentiators, the methodology, and the overview of knowledge and training.

B. Title: Proposal to serve Company A Summary/Abstract: Internal audit proposal

C. Title: 120903 2004 Internal Audit Plan Summary/Abstract: This was used to win work at Company A.

D. Title: Proposal Summary/Abstract: Examples can be found in the CKR --> LINK.

1. Optimize core content This relates to the main content fields in all of our content repositories, namely the title/headline, abstract/summary and body/attachment, which are the three most important items in terms of search performance.

► First, identify a list of keywords describing the key content of the document that has to be added to the knowledge system, and rank these keywords. If you save documents in the knowledge system on behalf of a stakeholder, please ask the stakeholder to provide this information. The main goal of this step is to identify a list of search terms that should return this document as a result.

► Second, create an appropriate title. The title should be descriptive and contain the most important keyword(s) from the list of keywords created in the previous step. Example: Your defined keywords are: proposal, CCaSS, Americas, technology, advisory. Possible good title: Americas Advisory proposal regarding CCaSS in technology January 2012.

► Next, write an abstract (summary). If you work with a stakeholder, ask this person to create the abstract. The abstract should summarize the content of the document. Include the most important keywords you determined earlier. Note: If you have a good abstract that matches the document content, it is likely to show up in the search results. A good abstract will also influence the relevance of a document, determining how high in the result list it appears.

Example of the title, abstract and attachment/body fields in a CKR

Note: You should make sure to use spaces to separate words in the file attachment title, rather than leaving out the spaces or using hyphens or underscores. The attachment should be called “2011  Company Proposal”  NOT “2011CompanyProposal”  or  “2011_Company_Proposal”  or  “2011-Company-Proposal.”  If you don't use spaces, the search engine sees it all as one word, and it will not help influence the relevance.

Answer: Option A would be the most likely to come back in a search for “internal  audit proposal automotive.”

The document properties are a powerful tool for helping to increase the relevance of a particular document. Many templates within Ernst & Young are frequently reused, but often the document properties are never updated.

Open document properties in any Microsoft document: ► Select the Office button in the upper left corner. ► Go to Prepare in the left column. ► Click Properties in the right section.

There are three fields you need to complete/check: ► Author: This field should contain the name of the person who authored the document. ► Title: Enter the title of the document. ► Keywords: Enter any keywords that a user might use to search for this document. Insert the keywords you have created earlier

in step 1 to optimize the core content. Examples might include the type of document (proposal, risk matrix, training), the engagement or project name, or any other keyword that someone might search.

You may complete the other fields, but rules for these fields have not yet been defined.

3. Verify, define and change document properties of your attachment Check the document properties and metadata, if possible. This is especially important for all

Microsoft Office files and PDFs: ► Ensure  that  the  author’s  name  matches  the  source  of  the  material. ► Correct the title field, if needed, based on the keyword list from step 1. ► Add each of the desired keywords and phrases to the keywords field. ► Save  the  document  as  a  single  attachment.  Don’t  combine  multiple  attachments  in  a  

single zip file. ► For PDFs, if the information is incorrect, have the person who created the PDF recreate it

with correctly edited properties.

Don’t use titles such    as  “Proposal  PowerPoint”  or  abstracts containing no relevant information about the document.

Do use titles such  as  “Americas  CCaSS  Proposals  …  fees  sanitized.pptx”  accompanied  with  a  descriptive  abstract stating the context of the document. Ideally, the most important keyword(s) from the keyword list should be mentioned in the attachment title.

Note: Always consider if you download the file to your desktop and come across it a month later, would you immediately know what it is about?

Attachments play a surprisingly strong role in improving the search results because the search engine goes through the attachments to pull up the most relevant results. Make sure the attachment title is descriptive and catches/summarizes the subject matter.

2. Optimize the attachment

Note: You should clear out any values in the Notes section of a PowerPoint presentation that may not be relevant, such as content that might have been relevant to the original version of the presentation but is no longer valid in the current version, or instructions or boilerplate text.

Page 2 © 2012 Ernst & Young. All Rights Reserved.

SCA Content Quality

Nordea Feedback

best practiceTECHNOLOGY Speed!

Search analytics

Feedback form

Spelling suggestions

Auto-complete

Type a-head

Facets/Filters/Navigators/Refiners

Key matches/best bets/sponsored links

Live previews of individual search results

Customized search results for specific information types

search engine features

Links…

Source: IntranetFocus

Date - The silver bullet of Enterprise Search

“Enterprise search is the practice of making content from multiple enterprise-type sources, such as databases and intranets, searchable to a defined audience.”!

http://en.wikipedia.org/wiki/Enterprise_search

SEO@jcolman: How to Build SEO into Content Strategy

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Building the business caseCIO.com: How to Evaluate Enterprise Search Findability Blog: Building a Business Case for

Enterprise Search

Information Architecture and taxonomies Early & Associates: 10 Common Mistakes When

Developing Taxonomies

Tagging

Presentation: Social Tagging, Folksonomies Controlled Vocabularies

Books

ENTERPRISE SEARCHby MARTIN WHITE

@intranetfocus

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SEARCH ANALYTICS FOR YOUR SITEConversations with Your Customers

by LOUIS ROSENFELD @louisrosenfeld