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

2. 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

3. 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

4. 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

5. 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

6. 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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