How To Improve Your Search Experience
Daniel Tunkelang
792

All very good suggestions. The difference between the clients you work for and the ones I work for is that your clients clearly have a search team large enough to do all this analysis. My clients seem just to have at most 1 FTE to run all aspects of search, even in a company with many thousands of employees, a situation highlighted in both the 2014 AIIM Search and Discovery report and the last five years of the Findwise survey. In my experience most CIOs have never seen a high-grade search implementation and have never though if asking what users actually think of it.

In a project in 2016 for a prestigious global professional services firm the view of the CIO was that (in this case SharePoint 2013) was delivering excellent search. In interviews with users the comments made included “woeful”, “very poor”, “entirely ineffective”, “appalling”, “beyond terrible”, “totally useless” and “so far beneath sub-standard it’s off the scale”. Now if that was the reaction of users to other enterprise systems (ERP, CMS, HR) the CIO would be fired. So why not for delivering totally unsatisfactory search and putting the company at market and compliance risk? The response of the CIO was that no one had complained to them so these comments are clearly not representative of other employees. What do you think?

So I am very envious of your client base. How about we do a job swop? I’ll relax in the USA with your clients and you can experience at first hand the challenges that Europe throws up, such as multiple language search and the implications for search of GDPR.

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