Action-Oriented Search: A Better Approach to Making Enterprise Search Work

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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.

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

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

“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out of date.”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.

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

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

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)

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

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.

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

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

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

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

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

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

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

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For KM practitioners, Agile frameworks have long been important for optimizing stakeholder value and satisfaction in KM initiatives. Over 20 years ago, a group of software developers revolutionized their field by introducing the Agile Manifesto to guide their industry in adopting Agile values, frameworks, and practices. However, until now, KM practitioners have lacked a formal framework demonstrating how to apply Agility to KM. In short, it is time to codify these Agile principles in a manner suited for the KM profession. Leveraging the original Agile Manifesto for inspiration, Andrew Politi and Megan Salerno introduced “The Agile KM Manifesto” at KM World 2022. The presentation is designed to initiate a conversation amongst KM practitioners across the industry about this initial version of the Agile KM Manifesto (the 'AKM'), and solicit feedback on future iterations. Next, the presenters walked through three EK case studies demonstrating how the application of its principles could have saved significant time in those initiatives. First, we described how a global non-profit approached EK to address duplicate and outdated content, and the lack of content creation standards. Applicable AKM principle: "Content should only be available to users if it is new, essential, reliable, dynamic, and reusable. If these criteria are not met, the content must be cleaned-up or archived accordingly.”" Next was a discussion of how national nuclear research laboratory struggled to share and discover knowledge from retiring employees and compartmentalized silos. Applicable AKM principle: “Tacit knowledge and expertise should be proactively and formally captured and stored in the same manner as explicit knowledge.” Finally, the presenters described how one of the largest multinational athletic apparel companies struggled to help geographically separated teams collectively and collaboratively reuse knowledge and create content across the globe, even functionally similar focus roles. Applicable AKM principle: “All KM efforts must leverage a common language. Develop, socialize, and employ a common KM language so stakeholders don't speak past each other and can maintain consensus throughout your KM effort.” Ultimately, this presentation served to introduce The AKM to the broader community, demonstrate its value, and solicit input from across the industry.

Road Maps & Roadblocks to Federal Electronic Records Management

Enterprise Knowledge

Angela Pitts, Sr. Consultant at Enterprise Knowledge, and Dave Simmons, Sr. Records Officer at General Services Administration (GSA), presented a case study in federal electronic records management that detailed the success of the GSA's Enterprise Document Management Solution (EDMS). They detailed the strategies used to identify elements of organizational change management required to successfully transition standard functions of records management (RM)—capture, maintenance, disposal, transfer, assignment of metadata, and reporting—from manual, paper-based practices to more efficient and less costly electronic systems. Records Management is a necessary component of successful Knowledge Management as it systematically manages valuable content created and owned by the business. With technological advancements, most agencies have seen the volume of document records increase exponentially because they are now frequently born and managed as digital content through the records lifecycle. Acknowledging the challenge of managing more content with fewer people, Angela and Dave explained how the design of GSA's lean and agile systems and workflows enabled the agency to reduce the resources and attention needed to manage content collections while maintaining legal compliance and quality standards.

Building an Innovative Learning Ecosystem at Scale with Graph Technologies

Enterprise Knowledge

Todd Fahlberg of Enterprise Knowledge, and Amber Simpson, a Senior Manager at Walmart Academy, presented on November 9, 2022 at the KMWorld Conference in Washington, DC on the topic of Building an Innovative Learning Ecosystem at Scale with Graph Technologies. In this presentation, Todd and Amber share how they’re making it easier for Walmart’s learning organization to manage content used by 2.4 million global associates with a custom Digital Library. The presentation provides insight into the challenges they faced and the lessons they learned along the way, in addition to their approach to design and implement the Digital Library. Todd and Amber also detail how and why they used graph technologies to make certain their solution can continue to scale to meet the needs of Walmart’s massive workforce and evolving business needs.

Identifying Security Risks Using Auto-Tagging and Text Analytics

Enterprise Knowledge

On Thursday, November 10, Joe Hilger and Sara Duane spoke at Text Analytics Forum about identifying secure and confidential information using auto-tagging. Information security continues to grow in importance in today's society. We hear stories all of the time about hackers accessing private information from companies and government agencies. Every organization struggles with employees who store confidential information on insecure network drives or cloud drives. Joe and Sara did a project with a federal research organization that used auto-tagging and text analytics to identify confidential information that needed to be moved to a secure location. During the presentation, we shared the approach we took to identify this information and how we made sure that the tagging and text analytics were accurate. Attendees learned best practices for designing a taxonomy for auto-tagging and tuning auto-tagging as well as ways to identify confidential information across the enterprise.

Taxonomy in the Age of Personalization

Enterprise Knowledge

Zach Wahl and Sara Mae O'Brien-Scott spoke at the 2022 Taxonomy Boot Camp in Washington, D.C. on taxonomy's critical role in delivering what every end user now expects—a seamless and personalized experience. Personalization is harnessed by the most successful organizations to anchor their content experience by allowing users to connect with content based on key characteristics. O’Brien-Scott and Wahl provided an understanding of how taxonomy powers personalization by detailing real-world use cases and best practices for taxonomy design for personalization. They discussed the personalization maturity scale, including how taxonomy lays the groundwork for enabling cutting-edge solutions such as recommendation engines, automated content assembly, and omnichannel delivery. They also shared expected outcomes of personalization such as increased conversion rates, a decrease in employee turnover, and stronger user engagement.

Climbing the Ontology Mountain to Achieve a Successful Knowledge Graph

Enterprise Knowledge

Tatiana Baquero Cakici, Senior KM Consultant, and Jennifer Doughty, Senior Solution Consultant from Enterprise Knowledge’s Data and Information Management (DIME) Division presented at the Taxonomy Boot Camp (KMWorld 2022) on November 17, 2022. KMWorld is the world’s leading knowledge management event that takes place every year in Washington, DC. Their presentation “Climbing the Ontology Mountain to Achieve a Successful Knowledge Graph” focused on how ontologies have gained momentum as a strong foundation for resolving business challenges through semantic search solutions, recommendation engines, and AI strategies. Cakici and Doughty explained that taxonomists are now faced with the challenge of gaining knowledge and experience in designing and documenting complex solutions that involve the integration of taxonomies, ontologies, and knowledge graphs. They also emphasized that taxonomists are well poised to learn how to design user-centric ontologies, analyze and map data from various systems, and understand the technological architecture of knowledge graph solutions. After describing the key roles and responsibilities needed for a team to successfully implement Knowledge Graph projects, Cakici and Doughty shared practical ontology design considerations and best practices based on their own experience. Lastly, Cakici and Doughty reviewed the most common use cases for knowledge graphs and presented real world applications through a case study that illustrated ontology design and the value of knowledge graphs.

JPL’s Institutional Knowledge Graph II: A Foundation for Constructing Enterpr...

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Previously at KMWorld 2021, EK joined JPL to share the vision, approach, and delivery of the Institutional Knowledge Graph (IKG), a centrally maintained, ever-evolving knowledge graph identifying and describing JPL’s enterprise-wide concepts, such as people, organizations, projects, and facilities, and the relationships between them. Since August 2020, the IKG has offered a single source of enterprise information that other JPL applications can leverage to reduce redundancy and out-of-date or inaccurate data. In production for 2 years and now with several releases under its belt, the IKG is beginning to fulfill its promise as a foundational layer in the semantic pyramid for additional taxonomies and knowledge graphs to build upon. At KM World 2022, Bess Schrader, Senior Solutions Consultant at EK, and Ann Bernath, Software Systems Engineer at JPL, shared a follow-up to the IKG journey including a description of the Enterprise Semantic Platform, a look at new taxonomies and knowledge graphs at JPL (enterprise-wide, others specific to engineering, technical, or science domains) and how they are beginning to leverage the IKG’s foundation of JPL concepts to enrich their dataset into a broader context. This presentation discussed different techniques to federate or synchronize multiple knowledge graphs and how these diverse integrations benefit not only the new datasets, but also the IKG as it continues to pursue its overarching dream--providing answers to questions such as, “Who did what when?”, “Who should you call?”, and “Where is the Robotics Lab?”

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重新申请毕业证书(RMIT毕业证)皇家墨尔本理工大学毕业证成绩单精仿办理

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Action-Oriented Search: A Better Approach to Making Enterprise Search Work

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

Action-Oriented Search: A Better Approach to Making Enterprise Search Work

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