Lessons Learned from a Community of Practice about Enterprise Search
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The document discusses insights from a community of practice focused on optimizing search functions within intranets and digital workplaces, highlighting key themes such as user trust, search scopes, and effective governance. It emphasizes the importance of listening to users, maintaining fresh content, and utilizing feedback for enhancing search results. Challenges related to taxonomy, maintenance, and advanced search functionalities are also addressed, along with the impact of improved search on reducing support requests and increasing efficiency.
Lessons Learned from a Community of Practice about Enterprise Search
- 1. www.IntraTeam.com Lessons Learned from a Community of Search Practice Kurt Kragh Sørensen IntraTeam A/S
- 2. www.IntraTeam.com@KurtKragh @IntraTeam Agenda • Trust • Search scopes • Listen to your users • Search for documents • Delete and delete • Autonomy • Maintenance • Feedback • Taxonomy • Advanced search • People Search • Governance • Fresh content • Refiners • Federated search • Paradoxes • ROI
- 3. www.IntraTeam.com@KurtKragh @IntraTeam • Worked with intranets since 2000 and search since 2009 • Facilitated Community of Practice groups since 2002 • Benchmarked intranets since 2005 • @KurtKragh Kurt Kragh Sørensen
- 5. www.IntraTeam.com@KurtKragh @IntraTeam • 200 members of our 20 communities of practice in Denmark and Sweden – Primarily focused on intranet, search and SharePoint • 2,600+ profiles on our online community www.IntraTeam.com • Community about optimizing the intranet and the digital workplace • @IntraTeam 5,000+ followers • IntraTeam Event Copenhagen About IntraTeam
- 7. www.IntraTeam.com@KurtKragh @IntraTeam If your colleagues has given up on your search function it will take long time to re- establish trust in your search function again. Trust
- 11. www.IntraTeam.com@KurtKragh @IntraTeam News, people, intranet and total Newsfeed not included in Search. Nobody searches for news. Search scopes
- 13. www.IntraTeam.com@KurtKragh @IntraTeam Listen to the users ›Listened to Customer Service to understand the search terms ›When did you last use the search engine? This tells you if the search engine works. ›Find skills in the switchboard/Customer support
- 14. www.IntraTeam.com@KurtKragh @IntraTeam Search for documents
- 15. www.IntraTeam.com@KurtKragh @IntraTeam Search for documents Colleagues only search for documents locally.
- 18. www.IntraTeam.com@KurtKragh @IntraTeam Autonomy ›Expensive to upgrade ›SharePointy 2013 searches better than Autonomy. 2/3 of Best Bets should not re- enters in SharePoint 2013 when moving from Autonomy. ›SharePoint and Autonomy are not friends
- 20. www.IntraTeam.com@KurtKragh @IntraTeam Maintenance ›“We validates 20 search results weekly.” ›“We have a student worker that looks after Best Bets.”
- 22. www.IntraTeam.com@KurtKragh @IntraTeam Feedback ›Did you find what you were looking for? Make it simple Yes/no and then ask more questions. ›
- 24. www.IntraTeam.com@KurtKragh @IntraTeam Taxonomy ›Nobody has a company wide taxonomy ›Metadata ›CEO understands metadata and the value of them. ›“Only 10% of metatags would be used of other people.” ›SpeechMiners can tag speak ›Folksonomy ›The users tagged the content with their own names so they could find the content again.
- 26. www.IntraTeam.com@KurtKragh @IntraTeam Advanced Search ›20 out of 621.000 searches came from advanced search
- 28. www.IntraTeam.com@KurtKragh @IntraTeam People Search ›Type-a-head on name and phone No. No skills ›E-mail, phone and Lync directly visible in the search ›Skills: Easy for engineers ›Best Bets for reception, support and canteen ›People search works when the users phones or send an e-mail after search ›Linkedin Connector
- 30. www.IntraTeam.com@KurtKragh @IntraTeam Governance ›Organisation ›Digital Board ›Document governance ›Accepted but hard to implement ›Quraterly review and traffic light ›Can only see metadata for secure documents and apply for access ›One company only indexes the metadata and not the content due to security.
- 32. www.IntraTeam.com@KurtKragh @IntraTeam Keep content fresh Marks content so you know if it is not updated. E-mail to content owner when the content is not updated within the last quarter. If ignored. New e-mail and the content will be marked yellow. Still ignored. New e-mail now cc content responsible and will be marked red. Results presented on board meeting
- 34. www.IntraTeam.com@KurtKragh @IntraTeam Refiners ›Only 2% use refiners ›5,5% use refiners
- 36. www.IntraTeam.com@KurtKragh @IntraTeam Federated search ›One is on the way ›Security is a challenge with a Document Management System ›Syncronisation of tags is hard between different sources.
- 38. www.IntraTeam.com@KurtKragh @IntraTeam Paradox “Storage costs are key. And it looks like there are conflicting pressures: the cost of storage is increasing, and the cost of storage is decreasing.” Huh? “What’s happening is that the price of storage is decreasing, but the cost is increasing. And due to cloud and technology advancements, the raw cost of storage is decreasing about 15% or 20%, but data is increasing at 40% to 50%. We thought that the cloud, or tiering or de-duping was going to save the day… but it hasn’t been the solution.” And: “IT budgets are growing at about 3% per year.” Jake Frazier, senior managing director for FTI Consulting
- 40. www.IntraTeam.com@KurtKragh @IntraTeam Better search reduces calls or e-mails to support, customer support etc. Reduce search from 8 minutes to 3 ROI
- 41. www.IntraTeam.com@KurtKragh @IntraTeam Thank you for your patience Kurt@IntraTeam.dk @KurtKragh @IntraTeam