How to Measure Findability in Enterprise Search Solutions
Enterprises need to measure the findability of information in their internal search solutions. When it's easier for employees to find needed information on the corporate intranet, increased employee productivity results. Knowledge Center contributor Sid Probstein explains how to measure findability, and offers five steps to building a ROI case for your company's internal search solution.The results of a recent survey on the findability of information within the enterprise are not encouraging. Roughly half of the responding knowledge workers stated that finding important information was difficult and time-consuming, and that the internal search capabilities provided by their company were "worse" to "much worse" than the equivalent functionality offered to consumers. Neither of these findings is truly surprising. Corporate Internet sites tend to be directly involved in important and easily measured activities: selling products to new customers (generating revenues) or servicing existing customers (reducing costs). Consequently, Internet search is usually well-funded, staffed and tends to be more successful. Internal search, in contrast, is concerned with productivity-a fuzzier concept that is much harder to measure. Significant investment (and thus success) is therefore harder to achieve.
What is surprising is that roughly half of the survey respondents stated that their company had no formal goal for internal findability. In my view, this is a direct cause for the overall poor results. Companies that don't measure search won't be able to invest appropriately, let alone tune and improve a complicated system with which they likely don't have deep internal experience.