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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 - PowerPoint PPT Presentation
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The Enterprise Search Experience
Mindmetre Research, October 2011
www.mindmetre.com
Smartlogic
• Hugely varied clients
• Recently acquired Schemalogic• Based in UK and USA
www.mindmetre.com
MindMetre
• Independent Research
• Since late 1990s
• Arms-length fieldwork
• Business issues
• Global
• Web technology, marketing
technology, financial services,
healthcare, governmental policy
www.mindmetre.com
Business Pressures
• More from information asset• Less information effort
• Information explosion• User dissatisfaction• Browse versus find
www.mindmetre.com
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
www.mindmetre.com
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
www.mindmetre.com
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?
www.mindmetre.com
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
www.mindmetre.com
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.
www.mindmetre.com
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?
www.mindmetre.comAn ExampleBeautiful web page…
Search
www.mindmetre.comAn Example…tunnel-vision search
Search
www.mindmetre.com
Algorithm anarchySearch
www.mindmetre.com
Connecting user language to content
www.mindmetre.com
Metadata driven
www.mindmetre.com
Connecting to navigation
www.mindmetre.com
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
www.mindmetre.com
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
www.mindmetre.com
The tagging challenge
www.mindmetre.com
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’
www.mindmetre.com
DigitalAsset
Management
PublishingSystems
Social collaboration
eDiscovery
Document Management
ContentManagement
EnterpriseSearch
RecordsManagement
PortalInfrastructure
Process Management &
Workflow
ContentIntelligence
www.mindmetre.com
• http://www.smartlogic.com/home/knowledge-zone/white-papers/1129-mind-the-enterprise-search-gap-white-paper