Explore. Discover. Focus. Enterprise search at Deloitte Lee Romero 19 May 2017

Search within Deloitte – the organization around it End users (10,000s) Content managers and site managers (100s) Search optimization Center (~3 dozen) Knowledge Services team & Technical team (about a dozen) Users of search and user-generated content Responsible for tagging and titling of content Help guide search optimization efforts – the "group brain" Note that the Technical Team has a relevancy engineer – focused on crawl health, appropriate mapping and weighting of properties and overall relevancy strategy in the engine Administer search, monitoring, education, build systems, manage relevancy

Monitoring search – User behavior Define your KPIs! We use "click through" rates as a primary KPI (though with some caveats) Your other monitoring should primarily be focused on your KPIs We publish numerous regular reports – to help ourselves, the SOC and all content managers – including: Top terms and full usage reports (monthly), "super search terms" (qtrly) "Poorly performing terms" (monthly) Various performance reports for our curated results to help manage those In addition we have also instituted a regular (monthly) survey we take of a random subset of search users Deloitte has standards for technical monitoring of all applications and services That is not my topic here What I want to talk about is monitoring of user behavior within search – what are users looking for, what are they accessing, where are their challenges and successes

Content management and search optimization A key component of our efforts is to work to ensure all content sources have Good functionality to support proper tagging Education to content managers about how to use that functionality We also provide a regular "search optimization office hours" The importance of good titling cannot be overstated (and all sources have titles)! For content governance on intranets, we have a "site health report" It measures each individual site for a number of factors and grades them Recently we started using it to control what is visible in search! We do use some auto-tagging in the content processing – but human tagging can always be better

Technical Implementation and user interface Content sources Intranets Content source 1, 2, etc. Content enrichment Enterprise search SharePoint* search index Search service Application-specific interface 1 Application-specific interface 2… While presented simplistically as just SharePoint search – we varying business needs and use cases (e.g. near real time indexing) have led to offering more than 1 technology option to maximize ROI so it's actually a little more complicated than this presents. Content enrichment Taxonomy 1, 2, etc. Mappings between taxonomies Taxonomies

Enterprise search user interface Filters reflecting our taxonomies "Answer cards" – curated results with a deeper structure than a single link – generally high level topics Promoted results – curated results that are a single link – generally very specific Organic results – the results derived from content

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