The document discusses action-oriented search as a better approach to enterprise search. It outlines several best practices for search, including knowing your search goals, using faceted navigation, simplifying metadata management, and focusing on user experience. Action-oriented search focuses on helping users complete tasks rather than just finding information. Examples of action-oriented searches include searching for a training course, people, or company policy. The presentation encourages thinking of all information as assets to help users do their jobs.

1. ACTION-ORIENTED SEARCH
A BETTER APPROACH TO MAKING ENTERPRISE
SEARCH WORK

2. JOE HILGER
CHIEF OPERATING OFFICER, EK
SEARCH AND CONTENT MANAGEMENT
CONSULTANT
@JHILGERBC, @EKCONSULTING
#KMISHOW
WHO AM I

3. “Why can’t our search be
more like Google?”
“I can’t find anything on our
company search.”
“Our search would be great
if people would just tag their
content.”
“Everything I find on our
company search is old and
out of date.”
“I don’t trust our company
search.”
“Lets just use Google search
so that we never have to
worry about search again.”
SEARCH COMPLAINTS
Comments I have heard
more than once during
our search workshops.

4. Know your Search
• Targeted Search
• Discovery
• Legal
Faceted Search
• Business taxonomies
• Focus on findability
Simplify Metadata
Management
• Implied metadata
• Automated Metadata
• Manage through groups
or relationships
User Experience is
Critical
• Avoid dead ends
• Generate trust
• Use a minimalist
approach.
Action-Oriented
Search
Focus on what the searcher
wants to do not on what
he/she is trying to find.
SEARCH BEST PRACTICES

5. KNOW YOUR SEARCH
Targeted Discovery Legal
One Many All
“Show me the one, specific
document that I need.”
“Help me find what I want, but
also show me other information I
may not have been aware of.”
“Show me every single email or
file that contains information
relevant to a specific topic.”
• Windows
• iOS
• Google or Bing
• Intranets
• Information Websites
• eDiscovery
• FOIA

6. FACETED SEARCH
“Faceted navigation is
arguably the most significant
search innovation of the past
decade.”
Search Patterns by Peter Moreville and Jeffery
Callender (O’Reilly, 2010)

7. Metadata “Card”
Title
Author
Doc Type
Topic
Department
SIMPLIFY METADATA MANAGEMENT
Free Text Entry
Brochures & Manuals
Memos
News
Policies & Procedures
Presentations
Reports
…
…
Employee Services
Compensation
Retirement
Insurance
Education &
Training
Manufacturing
Safety
Quality
…
1. Minimize manual entry
2. Prefill values based on
submitter, Location,
content, or Source.
3. Automate tagging using
tools.
• Auto-Categorization
• Text mining
• Auto-Tagging

8. FOCUS ON USER EXPERIENCE
Less is better: Use a minimalist approach to design.
Engender Trust: Be as transparent as possible.
Avoid Dead Ends: Make sure users don’t go down the wrong path.
Support Searchers: Guide searchers to their goals.

9. PRACTICAL KNOWLEDGE MANAGEMENT
EK’s Knowledge Wheel
Practical Knowledge Management
uses information sharing to
support action.
Action-oriented Search is follows
these same principles.
FIND
CAPTURE
ACT

10. ACTION-ORIENTED SEARCH
I HAVE A JOB TO DO…
Think Differently
1. Search is a detour from what I
want to do.
2. Everything I have is a
knowledge asset.
3. Each asset has a different
purpose.
4. Help me do my job!!
ACT

11. RESTAURANT SEARCH

12. MSFT / MICROSOFT

13. WINTER JACKETS

14. BUILD YOUR OWN
Three Sample Action-Oriented Searches
• Training Course
• People
• Company Policy

15. TRAINING COURSE
Course: Fundamentals of JavaScript
Dates: 1/13-1/15; 6PM – 9PM
Online; Instructor Led Course: 6 remaining spots
Register Add to Calendar View Comments

16. PEOPLE
Steve Smith Manager, IT Department
Skills: JavaScript, Java, Project Management,
Web Content Management, Taxonomy
Reports to: Lisa Myloff
Email: ssmith@co.com Phone: 703-555-1212

17. COMPANY POLICY
Supported Web Platform Policy
IT Department Implemented 1/1/2015
All web products must be 508 compliant and
work with modern browsers. JavaScript is
allowed as long as it is tested against….
Submit Question Request Exception

18. GREAT WORK
Search: JavaScript

19. QUESTIONS?
HTTPS://WWW.LINKEDIN.COM/IN/JOSEPH-HILGER-
4767131
@JHILGERBC, @EKCONSULTING
571-436-0271
JHILGER@ENTERPRISE-KNOWLEDGE.COM