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1 © disclosure or duplication without consent prohibited COMET K2 Competence Center - Initiated by the Federal Ministry of Transport, Innovation & Technology (BMVIT) and the Federal Ministry of Economics & Labour (BMWFI). Funded by FFG, Land Steiermark and Steirische Wirtschaftsf ö rderung (SFG) Is Enterprise Search useful at all? Lessons Learned from Studying Usage behavior. I-KNOW 2014 Graz, Austria Dr. Alexander Stocker
2 © disclosure or duplication without consent prohibited Intro User Satisfaction User Evaluation Enterprise Search Agenda
3 © disclosure or duplication without consent prohibited Enterprise Search Business Case Findability Survey 2013 http://de.slideshare.net/findwise/enterprise-search-and-findability-survey-2013
4 © disclosure or duplication without consent prohibited Huge demand from industry Enterprise Search is becoming more and more popular EU-Market for EU Enterprise Saerch vendors is between 100 and 200 Mio. € Lack of application oriented research Lack of academic case studies Lack of academic best practices Lack of academic user evaluations Is the topic Enterprise Search in the hand of practicioners, only? Enterprise Search Introduction
5 © disclosure or duplication without consent prohibited Enterprise search includes any organization with text content in electronic form, search in an organization’s external website, search in the organization’s internal websites (i.e. its intranet), and search in other electronic text held by the organizations in the form of email, database records, documents on fileshares, etc. („Challenges in Enterprise Search“, Hawking, 2004) Enterprise Search Definition
6 © disclosure or duplication without consent prohibited Enterprise Search Satisfaction Mindmetre: Report „Minding the Search Gap“
7 © disclosure or duplication without consent prohibited Enterprise Search Satisfaction Findability Survey 2013 http://de.slideshare.net/findwise/enterprise-search-and-findability-survey-2013
8 © disclosure or duplication without consent prohibited Web Seach Interlinked Web pages. Standard formats Relevance of a web page is (initially) calculated by assessing, how many (good) links point to it Information on the Web wants to be found. Hence content is optimized for search. Web search has indexed open content, access rights are not relevant Searcher is satisfied with a good answer (out of many possible good answers). Search queries are of a more common nature. … Search on the Web vs. Search in the Enterprise Enterprise Search Heterogeneous content (structured and unstructured) No links between the documents. Different ways of relevance assessment needed Users are not motivated to optimize their documents for search Complex group & roles structures. Access rights first, information access second In most cases, there is only one document relevant for a user. This has to be „found“ as quick as possible. ..
9 © disclosure or duplication without consent prohibited Case Study Research organization in the automotive domain, employing about 200 people Enterprise Search Pilot to find information in project-relevant documents on a fileshare (Microsoft Sharepoint Foundation 2013) Pilot study with 10 participants to identify user-centric aspects of Enterprise Search implementation Evaluation Short structured interviews (tasks, documents and tools, information demand, search-scope and time) Definition of possible & realistic search tasks Participants performed these search tasks afterwards Participants had to think aloud what they did and why they did it Transcription and analysis of interviews Identification of commonalities and differences Enterprise Search User Evaluation
10 © disclosure or duplication without consent prohibited Enterprise Search (Microsoft Sharepoint Foundation 2013)
11 © disclosure or duplication without consent prohibited Finding the right keywords is crucial, but very challenging Better keywords lead to more relevant search results Thinking process for finding the best keywords is very challenging Explication of a personal information demand for a search engine is a challenge Evaluation results Keyword selection and query formulation
12 © disclosure or duplication without consent prohibited The benefit of metadata for search gets lost, if metadata is not administered in organizational practice Metadata is used in search to filter search results („facets“) Missing or/and false metadata reduces search quality (e.g. the shown author is not the correct author of a document, but the creator of its template) Users lack motivation to provide correct & useful metadata, as they do not perceive any benefit Evaluation results Usage of metadata
13 © disclosure or duplication without consent prohibited Consistent document content (formulations) would increase perceived usefulness of search The availability of essential terms in documents increases search success (e.g. authors, location, date, consistent project titles, MOM vs. meeting minutes,..) Knowledge about document content and writing practices is crucial (terms, syntax, semantics, …) Common writing practices of essential project-information in documents have to be found, first, otherwise searchers may always have to guess (“..what terms could be used in the document containing the information I seek..”) Evaluation results Document Content
14 © disclosure or duplication without consent prohibited The relevance assessment of a search engine does not necessarily meet the user needs The search engine calculates relevance displayed in the hit list based on the appearance of query terms within documents The ranking is crucial for perceived usefulness of search. Employees requested other mechanisms, e.g. ranking in term of up-to-dateness Evaluation results Relevance
15 © disclosure or duplication without consent prohibited Enterprise Search has to compete against existing individual information seeking practices (search alternatives). So far, anything had to be „found“ without enterprise search. Employees (may) have created individual search strategies. Face-2-Face conversations between colleagues are the number one tool for information acquisition (e.g. the location of a document is gained by asking a colleague who knows it) Users know the structure of project-folders, they browse instead of search Users take advantage of links to projects, project documents and others via their desktop or via messenger/skype etc. Evaluation results Search Alternatives
16 © disclosure or duplication without consent prohibited Enterprise Search has to immediately provide an added value from a user‘s perspective for daily work. Enterprise Search can require more time to find information compared to browsing through (known) folder structures Finding the right office-document was challenging, because of the high number of similar documents in different versions (e.g. V21_meeting_minute_xy) User satisfaction was especially very low, when keywords were not available in documents Evaluation results Overall usefulness and satisfaction
17 © disclosure or duplication without consent prohibited 1.Enterprise Search Introduction 2.Enterprise Search Satisfation 3.Enterprise Search Potentials & Pitfalls Pioneering work to motivate other researches studying user-aspects of enterprise search (adoption) Call for Research Cases: Enterprises having a successful enterprise search implementation with a very high user satisfaction are warmly welcome Enterprise Search Conclusion
18 © disclosure or duplication without consent prohibited Kontakt Dr. Alexander Stocker VIRTUAL VEHICLE email@example.com www.alexanderstocker.at
Enterprise & Intranet Search How Enterprise is different from Web search What to think about when evaluating Enterprise Search How Intranet use is different.
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