No matter what search technology an organization uses, replacing it can disrupt normal operations. Even if employees are dissatisfied—complaining every other day to IT about how slow it is or user unfriendly—the old system is familiar.
In 2015, technology consultant Tim Powell blogged that in the early 2000s many organizations were very disappointed in their knowledge management (KM) efforts—some of which were multimillion dollar undertakings. The main complaints centered on integrating KM into organizational workflows and KM’s failure to produce a substantial ROI.
If you’re a millennial, you don’t remember the bad old days of enterprise search. It was high on the scale of frustration. You often couldn’t find what you were looking for. And, if you did, it probably took a long time. But then, thankfully, Google happened.
Take a look at this unbelievable Marketing stack from Cisco. I’m assuming that this all stands behind Cisco.com and is representative, but not exhaustive. Even so, have you ever seen anything so well thought out, open, and cutting edge – let alone so well laid out? Can you imagine the infrastructure budget that Marketing Ops team has – mercy!
Users want relevant results from their search queries. But, in addition, they want their search tool to “understand” what their queries mean based on context. In other words, know the difference between what was expressed in the query and what was intended.