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Presentation to an intranet conference in Sweden in Dec. 2012 on why good enterprise search is so important. Includes some survey data and 12 success factors based on my book 'Enterprise Search' published by O'Reilly Media
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Intranet Focus Ltd
How to achieve high search satisfaction
Intranätdagarna 2012
Stockholm 6 December 2012
Martin WhiteManaging Director, Intranet Focus Ltd.
@intranetfocus
www.intranetfocus.com
Enhancing business performance
Martin White
The theme of this presentation
www.intranetfocus.com
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 insearch 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.
www.intranetfocus.com
Enterprise Search and Findability Study 2012 www.findwise.com
www.intranetfocus.com
Enterprise Search and Findability Study 2012 www.findwise.com
www.intranetfocus.com
www.intranetfocus.com
95.1% of respondents are running the risk of not finding the information theyneed to make decisions that could affect the future of the organisation
and the future of their careers
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The Eureka! Triangle
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Search
Browse Alerts
Eureka!
Is this your reality?
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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
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The strategy vacuum
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Findwise 2012 NetStrategy/JMC 2011
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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
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http://www.aiim.org/Research-and-Publications/Research/Industry-Watch/Big-Data-2012
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www.intranetfocus.com
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From ‘Enterprise Search’
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www.intranetfocus.com
IT Business
Big DataContent
Analytics
Search-based
applications
BusinessIntelligence
MobileSearch
SocialSearch
EnterpriseSearch
Cloud Search
+
www.intranetfocus.com
IT Business
Big DataContent
Analytics
SentimentAnalysis
BusinessIntelligence
MobileSearch
SocialSearch
EnterpriseSearch
Cloud Search
HELP!
Enterprise search re-invented
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Customers
Suppliers
Intranet Focus Ltdwww.intranetfocus.com
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 Ltdwww.intranetfocus.com
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
A formula for success?
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T = xA+yB+zC+3
At least one analytics specialist (A) for each content language (x)
One business specialist (B) for each business area (y)
One help desk/training manager (C) for each major country (z)
Core search team of three for search management, IT support and vendor relationship management
Search team size
Intranet Focus Ltd
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!
The reality
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Search Teams – the basics1. 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
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www.intranetfocus.com
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
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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
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www.intranetfocus.com
Beyond Search at http://arnoldit.com/wordpress