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The Enterprise Search Experience

The Enterprise Search Experience. Mindmetre Research, October 2011. Smartlogic. Hugely varied clients Recently acquired Schemalogic Based in UK and USA. MindMetre. Independent Research Since late 1990s Arms-length fieldwork Business issues Global

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The Enterprise Search Experience

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  1. The Enterprise Search Experience Mindmetre Research, October 2011

  2. Smartlogic • Hugely varied clients • Recently acquired Schemalogic • Based in UK and USA

  3. MindMetre • Independent Research • Since late 1990s • Arms-length fieldwork • Business issues • Global • Web technology, marketing technology, financial services, healthcare, governmental policy

  4. Business Pressures • More from information asset • Less information effort • Information explosion • User dissatisfaction • Browse versus find

  5. Information Overload • When Bill Clinton left office, the volume of information and documents concerning his presidency that had to be archived amounted to some 4 terabytes • When George Bush Jr left office, the equivalent volume of information and documents amounted to around 80 terabytes

  6. The situation ten years ago • IDC study - "Quantifying Enterprise Search," May 2002 • Knowledge workers spend from 15% to 35% of their time searching for information. • Searchers are successful in finding what they seek 50% of the time or less • Only 21% of respondents said they found the information they needed 85% to100% of the time • 40% of corporate users reported that they can not find the information they need to do their jobs on their intranets • 90% of the time that knowledge workers spend in creating new reports or other products is spent in recreating information that already exists

  7. The situation today • Over 2,000 senior company managers surveyed in US, UK, France and Germany • Derived expectation from a low quality requirement (external web search) • Threshold of acceptability – “a good search experience” – is two minutes • More than half of respondents said they cannot find the information they are seeking using their own organisation’s enterprise search facilities in two minutes or less • 2001 -2011 – FLATLINING?

  8. Why Flatlining? • Information overload has increased faster than the massive efforts • External has more commercial imperatives than internal (and therefore has received massive effort in metadata) • Also highly visible measures (SE ranking, transactions) • Some exceptions – data loss prevention; regulatory compliance and investigation management • Irony – enterprise search queries likely to be of higher quality than external search queries • Similar/same technology requirements for enterprise search as external search

  9. Enterprise search - commercial imperatives • Reduce waste of time and task repetition (e.g. product development, research, marketing, analysis) • More rapid reactions for competitive edge • Turn information assets into earnings • Be ready for regulatory inspections • A March 2009 IDC study found that reducing the time wasted by dealing with information overload by just 15% could save a 500+ employee company over $2m per year.

  10. Enterprise search issues/ requirements • We expect google yet we fail to invest in it- • Search not connected to the site -Natural History Museum • Benchmark established as two minutes or less Blackberry • ‘Anarchy of the algorithm’ not acceptable -UNICEF • Enterprises and industries have context, language, standards, authority lists, parameters -NASA • Content intelligence therefore required so that search (& find!) understand the query in context and lead to the relevant information as quickly as possible – NHS Choices • Content made intelligent through accurate metadata • So how are we applying metadata?

  11. Search An ExampleBeautiful web page…

  12. Search An Example…tunnel-vision search

  13. Search Algorithm anarchy

  14. Connecting user language to content

  15. Metadata driven

  16. Connecting to navigation

  17. Enterprise search - bottlenecks • 67% of enterprises surveyed say it is very difficult to find information in their organisation, other than key financial or sales data • 62% believe that information overload means that only a small proportion of documents are made easily available to management and staff • 61% say the vast majority of documents in organisations such as theirs are never properly categorised for accurate and rapid retrieval • Two thirds believe that cost is the main obstacle to effective categorisation

  18. Attitudes to automation • Manual categorisation is unaffordable in a world of information explosion • Yet 7 in 10 respondents believe that automated systems can perform effective categorisation • Tagging challenge • In fact, a level of manual analysis is always required to implement contextual categorisation • People know best, machines implement best • Human intelligence, automated consistency

  19. The tagging challenge

  20. Conclusions • Despite the efforts of information architects, enterprise search is not yet satisfying its users, both at the individual or corporate level • Enterprise search has compelling commercial imperatives, but they are not widely enough recognised by general management • Content intelligence is the key to making all the investment in content management and BI translate into enterprise search that finds what people need ‘in a couple of minutes’

  21. Enterprise Search Content Management Portal Infrastructure Document Management Content Intelligence Records Management Social collaboration Publishing Systems Digital Asset Management Process Management & Workflow eDiscovery

  22. http://www.smartlogic.com/home/knowledge-zone/white-papers/1129-mind-the-enterprise-search-gap-white-paperhttp://www.smartlogic.com/home/knowledge-zone/white-papers/1129-mind-the-enterprise-search-gap-white-paper

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