DevEX - reference for building teams, processes, and platforms
Best Practice Enterprise Search
1. Best Practices for Enterprise
Search
Kurt Kragh Sørensen
IntraTeam A/S
www.IntraTeam.com
2. Agenda
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Who are we – you and I?
How to get money for search?
Optimizing search
Search team
Knowledge sharing
Guidelines for search
@KurtKragh @IntraTeam
www.IntraTeam.com
3. Kurt Kragh Sørensen
• Worked with intranets since 2000 and
search since 2009
• Facilitated Community of Practice
groups since 2002
• Benchmarked intranets since 2005
• @KurtKragh
• IntraTeam.com has more than 2,500
members
@KurtKragh @IntraTeam
www.IntraTeam.com
4. About IntraTeam
• 230 members of our 23 communities of
practice in Denmark and Sweden –
Primarily focused on intranet, search
and SharePoint
• 2,500+ profiles on our online community
www.IntraTeam.com
• Community about optimizing the
intranet and the digital workplace
• @IntraTeam 5,000+ followers
• IntraTeam Event Copenhagen
@KurtKragh @IntraTeam
www.IntraTeam.com
16. Optimize search
• SharePoint Standard Analytics
– Zero result searches
– Searches not clicked on
– Most searched terms
• Best bets
• ”Didn’t you find what you were looking
for?”
@KurtKragh @IntraTeam
www.IntraTeam.com
17. Who has too much content?
@KurtKragh @IntraTeam
www.IntraTeam.com
25. Site Quality Score Explained
100% - Site contains no inactive documents outside
the archive
50% - Half the documents outside the archive have
not been opened or edited within the last 6 months.
0% - No documents outside the archive have been
used within the last 6 months
Developed by Lars Fastrup http://www.fastrup.net
@KurtKragh @IntraTeam
www.IntraTeam.com
26. Active documents
Quality score
100 %
Not accessed for 6 months
Not updated for
6 months
Archived
All documents created by the user
Historical documents
Developed by Lars Fastrup http://www.fastrup.net
@KurtKragh @IntraTeam
www.IntraTeam.com
39. Dave Snowden’s Principles 1/2
• Knowledge can only be volunteered it cannot be
conscripted.
• You can’t make someone share their knowledge,
because you can never measure if they have.
• You can measure information transfer or process
compliance, but you can’t determine if a senior partner
has truly passed on all their experience or knowledge of
a case.
• We only know what we know when we need to know
it.
• Human knowledge is deeply contextual and requires
stimulus for recall. Unlike computers we do not have a
list-all function.
Excerpts from http://cognitive-edge.com/blog/entry/5576/rendering-knowledge
@KurtKragh @IntraTeam
www.IntraTeam.com
40. Dave Snowden’s Principles 2/2
• In the context of real need few people will withhold their
knowledge. A genuine request for help is not often
refused unless there is literally no time or a
previous history of distrust. On the other hand ask
people to codify all that they know in advance of a
contextual enquiry and it will be refused (in practice its
impossible anyway). Linking and connecting people
is more important than storing their artifacts.
• We always know more than we can say, and we will
always say more than we can write down. This is
probably the most important. The process of taking
things from our heads, to our mouths (speaking it) to
our hands (writing it down) involves loss of content and
context.
@KurtKragh @IntraTeam
www.IntraTeam.com
43. Nielsen Norman Guidelines
The subject of good practice in employee search is
covered in detail in Volume 6 of the Nielsen Norman
Group report on Intranet Usability Guidelines.
• 94. Provide employee search for the organization.
• 95. On every intranet page, present a search box
for searching the employee directory.
• 96. Do not open the employee search in a new
window.
• 97. Make it clear which type of information can be
entered in an open search field or form, such as
last name, first name, job title, or location.
• 98. Be forgiving about formatting and be clear
about any format requirements. Ideally, suggest
people’s names as users are constructing their
queries.
@KurtKragh @IntraTeam
www.IntraTeam.com
44. Nielsen Norman Guidelines
• 99. Place notes and examples to describe field
inputs adjacent to (not as prompts within) employee
search fields.
• 100. Provide a way to search for employees by
partial information, including first name, last name,
initial, nickname, title, department, or other
information.
• 101. Consider enabling reverse-lookup, so people
can search by phone number to find the person it
belongs to.
• 102. Consider enabling phonetic name spelling
search (especially at global organizations).
• 103. Provide a clear link to advanced employee
search options
@KurtKragh @IntraTeam
www.IntraTeam.com
45. Nielsen Norman Guidelines
• 104. Provide search results on a new page, not just
in a section of the page users searched on.
• 105. In employee search results, make it easy for
users to identify the person they are looking for.
Provide the name, location, title, email address, and
telephone number so users do not have to open a
profile document to find this common information.
• 106. Make the employee’s name an underlined link to
the employee’s profile document.
• 107. Write out the full email address in the search
results.
@KurtKragh @IntraTeam
www.IntraTeam.com
46. Nielsen Norman Guidelines
• 108. Clicking the email address link from the search
results page should automatically open and address
a new email message to the person.
• 109. Make the employee search results pages as
simple as possible by eliminating redundant
information.
• 110. Provide filters and sorting—such as by
department or job title—to help users narrow down
employee search results.
• 111. If possible, include employee search results with
the general intranet search results even if you also
have a directory-only results section.
• 112. Clearly distinguish employee directory results
from general intranet results if presented on the same
page.
@KurtKragh @IntraTeam
www.IntraTeam.com
47. Nielsen Norman Guidelines
• 113. If possible, in addition to the employee search
function, provide an alphabetical list of all employees
at the organization.
@KurtKragh @IntraTeam
www.IntraTeam.com
52. The Search Circle
• Annual subscription-based service for website and enterprise
search managers. Launched in July 2013
• Monthly Search Log newsletter
• Search Notes reports
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Measuring search performance and satisaction
Big Data and enterprise search
Building a business case for search
Why search is business critical – a briefing for senior managers
SharePoint 2010 and 2013 search
Enhancing website search
Open source search
• SearchCheck search benchmarking methodology
• Subscribers in Australia, Germany, Malaysia, the Netherlands,
UK and USA
http://www.intranetfocus.com/enterprise-search/thesearchcircle
@KurtKragh @IntraTeam
www.IntraTeam.com
53. More information
• Search
• SharePoint Search
• Enterprise Search Management
You get more content if you sign up for
free.
@KurtKragh @IntraTeam
www.IntraTeam.com
54. IntraTeam Event 2014
Three days conference about intranet,
digital workplaces, SharePoint and Search
28 international speakers. Three tracks.
Lots of sessions about:
SharePoint
Search
Sign up before Dec. 14 and save money!
More about the conference
Examples:100% In doc lib: 4 active + 0 inactive documents (All documents in doc lib are active)50% In doc lib: 2 active + 2 inactive documents (Half of documents in doc lib are inactive)0% In doc lib: 5 inactive + 0 active documents (All documents in doc lib are inactive)
Smiley – visualisering af kvalitetsniveau (samt en reminder til ’ejeren’ om at huske kvalitet) . Venlig politibetjent.Rettigheder, hvem kan arkivere hvad? Følger den gængse rettighedsstruktur:Alle der har contribute eller højere adgang til et dokument kan arkivere det.