Category: Enterprise search & search technology (Page 43 of 62)

I received an unsolicited email from jetBlue yesterday, one of many that I routinely receive from various travel providers. This one was different. I was not one of the thousands stranded by them last week and I have only traveled on jetBlue for one trip. They could have omitted this mea culpa letter to me in hopes that I had not already noticed all the media hype around their operational breakdowns and plans to recover from a faulty infrastructure. However, by calling attention to their lapses in such public ways this week, they have insured that I will include them in future travel planning.

Years ago as the President of a software company, I received a truly disturbing email lashing from a client sent after 6 PM on a Friday. The accusations about my company’s service were vitriolic and uncharacteristic of client reactions. I stayed at the office late gathering all the information I could find from the customer support database to learn what might have precipitated the outburst because I wanted to send a thoughtful, accurate and timely response. Without attacking the client I sent a chronology of inquiries and responses with a copy of a remedy sent to them weeks earlier. Then I went home with hopes that Monday would bring a more constructive dialog between the client and my company. The issues were amicably resolved, the client remained a good client, gave us high marks in referrals, and the matter was never mentioned again.

Unfortunately, personalization of client vendor relationships is missing in too many business relationships. A great amount of marketing copy appears describing how software tools and search interfaces support “personalization.” We know that SaS (software as service) or ASP (application service provider) models have come into their own. We also see the major search software vendors posting record growth and grand projections for even more. What this all adds up to is the convergence of a perfect storm of client disappointment as we experience a total disconnect between what vendors mean by “personalization” and “service,” and what customers want. Customers want software that is intuitively simple to personalize, and service that places the responsibility for software problems squarely with the vendor.

Based on my recent experiences with vendors, I see huge industry problems ahead. These are being exposed at all levels: discussions with sales representatives, exchanges with search company executives, deployment of software issues, documentation and training quality, and exchanges with customer support personnel.
Here is my list of vendor weaknesses:

• Lack of understanding by company representative how their software works
• Failure to really understand prospect needs, environments, and requirements
• Poorly written documentation and training giving no context for how the software might be deployed
• Technically sophisticated features delivered with no coherent path to deployment
• Inability to communicate honestly with clients
• Lack of clarity on what industry standards and terminology mean to clients
• Failure to use their own products by all employees in vendor organizations
• Inattention to building quality support infrastructures to service clients

I am not calling for a “customer bill of rights” for the enterprise search software industry. Instead, I am calling for you who procure software to take control of your own experience by doing a lot more than looking under the hood for technical specifications, features and functionality. You need to:

• Look inside the vendor’s organization to see what kind of personnel it has, what the turnover is, how many people are supporting service functions compared to developers, etc.
• Listen to what you are being told; do serious validating research, on your own, to discover customers using the software. Talk to as many as you find; look at blogs and chat rooms to discover where the pain points and good experiences lie.
• Read documentation to understand how much time, effort, and expertise the deployment and maintenance will really require.
• Test drive products with your own data.

Every search company can’t grow 100% year-over-year for years on end. You will be suffering mightily for a long time if you make a big investment in one of those who ignore the customer experience. There is also a good chance they’ll be sold off to the lowest bidder once they realize their inability to service their clients and remain profitable. Take your destiny in your own hands; take enterprise search on in slow and measured increments so you will know what you are getting into.

No matter how small your organization or domain, you are going to need tools to find content sooner than you think. Starting with a small amount of content you should already be thinking about what its purpose is, why you would need to find it again and under what circumstances. Trying to retrofit a search strategy and structure to a mountain of disconnected content, is not only very difficult but it is costly. Waiting means that human intelligence, which could have been applied to organizing content well as the supply grew, must be applied later to get it under control. Adding meaningful context around old but valuable content is a very laborious intellectual process.

Growing an organization successfully means tending to not only the products you are creating and selling. It is also about creating an environment in which your growing work force is well supported with a knowledge framework that keeps them centered and confident that content they need to do their jobs can be found quickly, efficiently and accurately.

I am frequently asked by other consultants if I can give advice on how to organize personal files and records. This is hard to answer because my own methods fall short of where I want to be. But in any new project or venture, I try to get a good sense of how content needs to be organized. I do create metadata using a controlled list of terminology. I also have a couple of search tools that I leverage to produce readings for clients on a special topic, or to put my hands on a specific document, article or Web site. Early stage companies need to think about how to safeguard the results of their work and how it will be made accessible to workers on a reliable basis. There are inexpensive search tools that are great for managing small domains.

Invest in tools, invest in someone to manage the tools, and plan to continue to invest in the resulting infrastructure of people and tools as the organization’s content and needs grow. Content management and search are overhead expenditures you must make early to prepare for growth and sustainability.

That reminds me, I keeping wondering how many enterprise search vendors use the technologies they build and sell to support their rapidly growing enterprises. That’s a great question to ask your potential search vendor as you decide what tools to procure for your enterprise. Get them to tell you how they use their tools and the benefits they see in their own enterprise. If they aren’t at least using their own search technology in their customer relationship management and technical support knowledge-base operations, think carefully about what that might mean concerning ease of deployment and utilization.

Structured search (noun) was rooted firmly in the enterprise when publishers of print index resources (e.g. Chemical Abstracts, Index Medicus from the National Library of Medicine, GRA&I from the National Technical Information Service) became available on-line in the early 1970s. The Systems Development Corporation launched ORBIT developed by a team lead by Carlos Cuadra. Orbit was a command driven search tool accessible to professional searchers. In those days searchers were usually special librarians in corporations, large public libraries, government agencies and major universities. Using the ORBIT command language through a terminal connected by a phone line to remote large computers, librarians would type search commands to find data in specific structured fields. These remote computers held electronic versions of paper indices. Citations resulting from a query for specific chemical compounds, diseases, or government reports, would contain information needed to retrieve articles, patents or books from library shelves.

Corporations spent hundreds of thousands of dollars each year to access external specialized, and structured indices, and the journals, conference proceeding, patents and government documents to which the indices pointed. Hard copy (paper or microform) was the only practical way to read content. Computer screens were not accessible to most researchers and even if they had been, content could not be rendered on them in easily readable forms. Also, until computer storage technologies became cheap, indexing large amounts of text (full-text, or unstructured content) was not affordable.

Even with the advent of graphical interfaces, searching for non-specialists made only minor advances in the early-1980s when library systems offered index browsing to find citations. Library users still needed to read content in hard copy. It was only in the late 1980s and early 90s that full-text content began to be searchable by large numbers of library users on CD-ROMs. Users would go to a library computer, which held multiple CD-ROMs containing journals and other subscriptions, and use a menu to find content on the CD-ROMs by typing keywords that would look through all the content to find matches. This was the first routine use of full-text searching by library users.

These technologies are just memories for a few of us, and unknown to most, but they do point to the differentiation between structured and unstructured searching. Both have been around for a couple of decades but it has taken Web search engines to put search in the hands of everyone. Only recently is frustration with retrieving buckets of unfiltered content pushing enterprises to reconfirm the added value of structured searching.

Technical and business users are appreciating the value of being able to search for a precise title, all documents contributed to a specific project, or all presentations delivered by the CEO in the past two years. Each of these searches requires a defined set of data points, stored with the content and retrievable with a search interface that can support the “structured” query.

Yes, librarians have been here before but, just now, the rest of the organization is learning how they managed to get such good search results all along. Structured searching is now a lot simpler than it was in the 1970s. It is only one aspect in enterprise search but it is an important requirement for most enterprise users when they need reliable and clearly defined search results. And, by the way, Carlos is still around building systems for enterprises to manage and search their critical proprietary content.