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www.IntraTeam.com
Lessons Learned from a
Community of Search Practice
Kurt Kragh Sørensen
IntraTeam A/S
www.IntraTeam.com@KurtKragh @IntraTeam
Agenda
• Trust
• Search scopes
• Listen to your users
• Search for documents
• Dele...
www.IntraTeam.com@KurtKragh @IntraTeam
• Worked with intranets since 2000 and
search since 2009
• Facilitated Community of...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
• 200 members of our 20 communities of
practice in Denmark and Sweden –
Primarily f...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
If your colleagues has given up on your
search function it will take long time to r...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Default settings
www.IntraTeam.com@KurtKragh @IntraTeam
News, people, intranet and total
Newsfeed not included in Search. Nobody
searches f...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Listen to the users
›Listened to Customer Service to understand
the search terms
›W...
www.IntraTeam.com@KurtKragh @IntraTeam
Search for documents
www.IntraTeam.com@KurtKragh @IntraTeam
Search for documents
Colleagues only search for documents
locally.
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Autonomy
›Expensive to upgrade
›SharePointy 2013 searches better than
Autonomy. 2/3...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Maintenance
›“We validates 20 search results weekly.”
›“We have a student worker th...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Feedback
›Did you find what you were looking for?
Make it simple Yes/no and then as...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Taxonomy
›Nobody has a company wide taxonomy
›Metadata
›CEO understands metadata an...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Advanced Search
›20 out of 621.000 searches came from
advanced search
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
People Search
›Type-a-head on name and phone No. No skills
›E-mail, phone and Lync ...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Governance
›Organisation
›Digital Board
›Document governance
›Accepted but hard to ...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Keep content fresh
Marks content so you know if it is not
updated.
E-mail to conten...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Refiners
›Only 2% use refiners
›5,5% use refiners
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Federated search
›One is on the way
›Security is a challenge with a Document
Manage...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Paradox
“Storage costs are key. And it looks like there are
conflicting pressures: ...
www.IntraTeam.com@KurtKragh @IntraTeam
www.IntraTeam.com@KurtKragh @IntraTeam
Better search reduces calls or e-mails to
support, customer support etc.
Reduce sea...
www.IntraTeam.com@KurtKragh @IntraTeam
Thank you for your patience
Kurt@IntraTeam.dk
@KurtKragh
@IntraTeam
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Lessons Learned from a Community of Practice about Enterprise Search

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Here are some of the lessons I learned from our community of practice group about enterprise search.

The presentation was pressented on Enterprise Search Europe Oct. 21. 2015

Publicada em: Negócios
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Lessons Learned from a Community of Practice about Enterprise Search

  1. 1. www.IntraTeam.com Lessons Learned from a Community of Search Practice Kurt Kragh Sørensen IntraTeam A/S
  2. 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. 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
  4. 4. www.IntraTeam.com@KurtKragh @IntraTeam
  5. 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
  6. 6. www.IntraTeam.com@KurtKragh @IntraTeam
  7. 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
  8. 8. www.IntraTeam.com@KurtKragh @IntraTeam
  9. 9. www.IntraTeam.com@KurtKragh @IntraTeam
  10. 10. www.IntraTeam.com@KurtKragh @IntraTeam Default settings
  11. 11. www.IntraTeam.com@KurtKragh @IntraTeam News, people, intranet and total Newsfeed not included in Search. Nobody searches for news. Search scopes
  12. 12. www.IntraTeam.com@KurtKragh @IntraTeam
  13. 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. 14. www.IntraTeam.com@KurtKragh @IntraTeam Search for documents
  15. 15. www.IntraTeam.com@KurtKragh @IntraTeam Search for documents Colleagues only search for documents locally.
  16. 16. www.IntraTeam.com@KurtKragh @IntraTeam
  17. 17. www.IntraTeam.com@KurtKragh @IntraTeam
  18. 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
  19. 19. www.IntraTeam.com@KurtKragh @IntraTeam
  20. 20. www.IntraTeam.com@KurtKragh @IntraTeam Maintenance ›“We validates 20 search results weekly.” ›“We have a student worker that looks after Best Bets.”
  21. 21. www.IntraTeam.com@KurtKragh @IntraTeam
  22. 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. ›
  23. 23. www.IntraTeam.com@KurtKragh @IntraTeam
  24. 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.
  25. 25. www.IntraTeam.com@KurtKragh @IntraTeam
  26. 26. www.IntraTeam.com@KurtKragh @IntraTeam Advanced Search ›20 out of 621.000 searches came from advanced search
  27. 27. www.IntraTeam.com@KurtKragh @IntraTeam
  28. 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
  29. 29. www.IntraTeam.com@KurtKragh @IntraTeam
  30. 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.
  31. 31. www.IntraTeam.com@KurtKragh @IntraTeam
  32. 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
  33. 33. www.IntraTeam.com@KurtKragh @IntraTeam
  34. 34. www.IntraTeam.com@KurtKragh @IntraTeam Refiners ›Only 2% use refiners ›5,5% use refiners
  35. 35. www.IntraTeam.com@KurtKragh @IntraTeam
  36. 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.
  37. 37. www.IntraTeam.com@KurtKragh @IntraTeam
  38. 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
  39. 39. www.IntraTeam.com@KurtKragh @IntraTeam
  40. 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. 41. www.IntraTeam.com@KurtKragh @IntraTeam Thank you for your patience Kurt@IntraTeam.dk @KurtKragh @IntraTeam

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