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xx EAEC0141311SYN Scripps_final
1.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN 1 HIGH COST OF INACCESSIBILITY Illustrative Poor information accessibility leads to wasted time, duplication of effort, and a costly loss of knowledge worker productivity. ■ Economic estimate assumptions – Annual salary per Knowledge Worker (KW) = $80,000 – Opportunity cost = Potential value lost due to time spent on failed search and rework. ■ These estimates do not include cost of bad decisions made as a result of not finding the requisite information. 100.0 67.0 33.0 23.5 43.5 11.6 21.4 100.0 8.6 108.6 17.4 126.0 26.0 152.0 Expected KW Time Spent Searching for and Analyzing Information1 33% Time Spent Searching for Information2 65% Searches and Analyses Are Internal3 Overhead for 40% Failed Searches4 Overhead for 40% Analysis Rework Due to Failed Searches Opportunity Cost of Time Spent on Failed Searches and Rework Actual Cost of Information Search and Analysis (with Overhead): $43,776 per KW per Year Expected Cost of Information Search and Analysis: $28,800 per KW per Year Actual KW Time Spent Searching and Analyzing Information (With Overhead) KWTime(Indexedto100) 1 Knowledge workers spend 36% of their time finding information and conducting analysis to make business decisions. 2 Of the total time spent finding information and conducting analysis, 33% is spent just on finding information. 3 Knowledge workers look for information in internal sources roughly 65% of the time. 4 On average 40% of all internal searches fail. Analytical Maturity Diagnostic Findings
2.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 2 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN A SHARED IMPERATIVEBusiness users understand the criticality of information attainability and are more willing to engage and help improve search effectiveness than IM leads think. ■ Enterprise search is ranked among the top 5% drivers of analytical maturity, but its efficacy relies heavily on user adoption. ■ Incorporating knowledge worker feedback in building information capabilities has a 24.8% maximum impact on analytic maturity. Information Attainability Information Usefulness Knowledge Worker Predisposition Analytic Maturity Profitability of strong business performance if information attainability is low: 18% Business’ Willingness to Be Responsible for IT Activities Source: Application Executive Council, 2011. WillingnesstoBe ResponsibleforITInitiative IT-Business Engagement Index MediumLow High IT Professionals Perception Business Executives Willingness n = x. n = 4,941. Source: Analytical Maturity Diagnostic, 2011. Knowledge Worker Feedback on Information Sources and Analytics Tool Is Collected Average for All Top 10% Drivers Maximum Impact on Analytic Maturity of Knowledge Worker Feedback Mechanisms 24.8% 16.5% n = 4,941 knowledge workers. Enterprise Search Other Emerging Technologies 14.74% 2.27% Impact of Implementing Emerging Technologies on Organization’s Analytical Maturity 50 60 70 80 90
3.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 3 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN USER-DRIVEN ENTERPRISE SEARCH DEVELOPMENT OVERVIEW A methodology to build an enterprise search application using effective metadata management to improve accessibility to information assets. EXECUTIVE TEACHING Organizations struggle to enable effective enterprise search due to inconsistent metadata that users can’t relate to or don’t understand the necessity. An Agile-like development approach helps incorporate user feedback and accelerates adoption while iteratively modeling metadata on common business vocabulary. A relatively standardized metadata model used to tag information assets across the organization further improves their “searchability.” COMPANY SNAPSHOT Scripps Networks Industry: Media Scripps Networks is a leading developer of lifestyle content for television and the Internet, where on-air programming complements an array of broadband video, social media and e-commerce components on companion sites that attract more than 20 million monthly unique visitors. Beyond the screen, Scripps Networks’ brands extend into magazines, retail products, video games and live experiences. Scripps Networks consists of lifestyle television brands HGTV, Food Network, DIY Network, Travel Channel, Cooking Channel and country music network Great American Country (GAC). Annual Revenue: US$2.07 B Employees: 1,600
4.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 4 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN YOU CAN’T USE WHAT YOU CAN’T FIND Challenge Scripps Networks struggled to manage their information assets for multi-channel sales and syndicated revenue due to poor accessibility. The lack of effective enterprise search functionality was traced back to sub-optimal organization of assets across multiple repositories and inconsistent metadata definitions that were cumbersome to use for asset tagging and search. Approach Scripps Networks incorporates extensive knowledge worker feedback upfront to create an intuitive metadata model that improves the uploading and searching of information assets. The model is refined iteratively through a series of releases and expanded to included different types of assets over time. Result The search functionality enabled by this model reduces access time from one to two days to two to three clicks. The enterprise search application is the most used application internally, enabling over 36,000 successful searches each month. The value of most information assets remains latent if they are not accessible to business users. OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE
5.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN 5 FAILURE TO COMMUNICATEEffectiveness of accessibility tools depends more on user feedback and adoption than any other IT application. ■ Searchability of assets is determined by quality of metadata that describes them and must in part be supplied by users who own them. ■ Metadata is indexed by search algorithms and matched against user- defined keywords to search for desired results. Metadata—Data about data that serves as an informative label to an asset (PDF, audio, video) and helps understand, store, search and manage intellectual assets. OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE Business usersunable to access the right information assets in a timely fashion Enterprise search does not give users the answers they need Low user understanding of metadata that enables enterprise search Inconsistent metadata across multiple repositories reduces “searchability” Users unwilling to tag (create metadata for) information assets Extensive upfront business user needs analysis Iterative releases to accelerate user adoption Federated metadata model with common and extensible elements User-intuitive and minimized effort of tagging process Enterprise Search Failure Paths SolutionChallenge
6.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 6 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN OVER-INVEST IN UPFRONT ANALYSISConduct upfront analysis of business user needs and information usage patterns before initiating a development cycle. ■ Incorporate knowledge worker feedback into the design of both the search interface as well as the back- end metadata model to drive search effectiveness. Detailed Business User Needs Analysis ■ User-designed metadata: Information architects interview knowledge worker at all levels of the organization to identify common information usage patterns ■ Popular metadata (tags) incorporation: Information architects analyze historical usage statistics of popular tags to identify business relevance and natural user vocabulary ■ Search and navigation design: User interface (UI) experts work with user focus groups and to design interfaces based on common search patterns and desired navigation ability. ■ User-defined requirements prioritization: Business analysts outline delivery schedule starting with assets of greatest user criticality and cross-functional impact. Design and Development ■ Core metadata model ■ Metadata creation (tagging) guidelines ■ Search and navigation interface design ■ Project plan and delivery schedule “We are an Agile shop, but we wouldn’t have had this much success if we jumped right into development without a fairly detailed analysis upfront to establish a business context and understand where the real value was.” Chuck Hurst VP of IT Strategy Scripps Networks Preliminary Analysis ■ Business Partner Requirements: Business analysts interview business partners to gather high-level requirements ■ Technical Feasibility Study: Information architects research industry standards to identify best-fit metadata methodology for customization and reuse Conventional Approach OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE
7.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN 7 ITERATE TO ACCELERATE Agile Methodology Deliver functionality early and iteratively to gather feedback and drive user adoption. ■ Determine scope of next release based on feedback for the previous release and new business priorities. Monitor search behavior to refine model (e.g., add or automate popular tags, remove obsolete tags) Release and change management to communicate benefits to users Update/refine metadata model 2 5 4 Gather knowledge worker feedback (on tagging process and search functionality) Create new/update search functionality (e.g., ability to search by a new field) Extend scope of search engine (e.g., to a new asset type, repository, or new set of users) 1 3 3.1 Create new/update other asset access applications (e.g., upload functionality) 3.2 Post-release communication campaigns and feedback loops enhance user willingness to contribute to greater search effectiveness Knowledge worker feedback at end of every release determines scope of next release “Selling the program is hard because business doesn’t understand what they get out of it. It’s really important to show early results and to demonstrate what users are able to do now that they couldn’t before.” Chuck Hurst VP of IT Strategy, Scripps Networks OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE
8.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 8 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN Extended Metadata (optional to asset type or business unit) FEDERATED FLEXIBILITYCreate a federated metadata model to maintain enterprise consistency while allowing for business unit customization. ■ A minimal set of fields is adequate to uniquely identify each information asset regardless of type and source across the enterprise. ■ Business units can create additional metadata to further describe content and context for BU-specific assets. IDENTIFICATION e.g., Unique Asset Identifiers WEB ASSETS e.g., FAQs, articles, etc. ASSET STATUS e.g., QC status, revisions, etc. SUPPORTING DOCUMENTS e.g., Project plan, glossary, etc. LEGAL AND FINANCIAL e.g., Contracts, budgets, etc. OTHER METADATA e.g., User rating, etc. SEARCH AND DISCOVERY e.g., Title, Summary, Language, etc ADMINISTRATION e.g., Rights and Restrictions, usage guidelines, etc. ROLES AND OWNERSHIP e.g., Creator, approver, etc. INSTANCE INFORMATION e.g., Format details, storage locations, etc. Core Metadata (mandatory across the enterprise) OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE Mandatory User-Added Tags Auto-Generated Tags Auto-Generated But Editable Tags Optional User-Added Tags “We had enough commonality across the businesses we were trying to work with. And we were able to bring together a group of people that agreed on how we want to describe their data.” Chuck Hurst VP of IT Strategy, Scripps Networks
9.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN 9 MINIMIZED AND INTUITIVE TAGGING Six Principles of Effective Tagging Sustain user motivation to tag by minimizing burden of effort and making it a user-intuitive practice. ■ Enforce minimal metadata to be filled at the time of uploading an asset while automating the rest or making it optional. ■ Ensure metadata reflects commonly used business vocabulary across the organization. DO use each release as opportunity to educate users about criticality of tagging to future retrieval of information. DON’T restrict all new tag creation, analyze new tags for relevance and if needed incorporate into model for re-use by the larger user base. Keep It Minimal but Mandatory Create a short-list of mandatory metadata fields applicable across information assets to ensure basic tagging is done without burdening users. 1 Allow for Cultural Differences Implement thesauri-like functionality to enable use of synonyms across business units or regions. 4 Control Vocabulary with Automation Create dropdowns or auto-complete mechanisms to limit creation of rogue metadata and reduce user effort. 2 Stick to Natural Language Avoid special characters, abbreviations and technical jargon in metadata tags. 5 Enable Functional Extensibility Provide an optional set of metadata fields to capture more specific business or function needs. 3 Evangelize Through Navigation Using metadata to navigate to assets, demonstrate the connection between metadata and search performance. 6 Minimize Tagging Effort and Impact to User Productivity Design Tagging Practices for Intuitiveness and Ease of Use OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE
10.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 10 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN HIGH RETURNS OF ACCESSIBILITY Enterprise Search Effectiveness Increase in Syndicated Programming Volumes Due to Improved Accessibility to Video Assets Improved accessibility of information assets enables higher business responsiveness and boosts user productivity. ■ An internal customer satisfaction survey rated enterprise search as the number one application in terms of effectiveness. ■ Enterprise search at Scripps Networks enables more than 36,000 successful searches each month. 1–2 Days 2–3 Clicks Before After 2009 x 1.81 x 2.62 x 2006 2010 2011+ “Everyone in the company, up to the President and down to copiers of tapes, uses this application to find what they need. Our business process cycle is now incredibly shorter.” Chuck Hurst VP of IT Strategy Scripps Networks 2010 2011 (Expected) OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE 1. Search time 1–2 days (internal users) 1. Search time 2–3 clicks (internal users) 1. Extend search to external partner and customer-facing websites 2. Manual search across disparate repositories 2. Single-point search across integrated repositories 2. Scalable to accommodate search for new asset formats 3. Limited focus on video assets only 3. Expanded capability to manage multiple formats and sources 3. Integrate unstructured assets with structured data to enable analytics 4. Not prepared for future sales channels like web, mobile 4. Built infrastructure to support new sales channels like web, mobile and international 4. Scalable multi-channel sales and marketing enablement
11.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 11 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN Implementation Guide ■ Upfront User Needs Analysis p. xx – User Interview Guide p. xx ■ Iterative Release Methodology p. xx – Asset ManagementRoadmap p. xx ■ Federated Metadata Model p. xx – Core Metadata Schema p. xx – Metadata Under One Hood p. xx ■ Minimized and Intuitive Tagging p. xx – Automate Access for Sustainability p. xx – Service-Oriented Architecture p. xx
12.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 12 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN QUESTION SAMPLE ANSWERS “What asset do you primarily work with?” sourcing contracts, project plans, marketing material “What uniquely identifies this asset?” contract ID, vendor ID, project ID, campaign date “What other assets do you associate with this asset?” SLA documents, budget plans, release plans, marketing poster, advertisement video clip, advertisement billboard “What super-asset would you club this asset into?” Procurement documents, PMO documents, Marketing campaign “What business entities or functions do you associate with this asset?” People (e.g., creator, approver, auditor) Organizations (e.g., parent company, subsidiary, vendor) Product or Service (e.g, equipment, accessory, service) Region (e.g., sales territory, geographical region) Function (e.g., IT, HR, Finance) “What user roles would you associate with this asset?” creator, publisher, contributor, resources “If you forgot the unique ID for this asset, what keywords would you use to search it by?” title, summary, language, subject, function, region “What information about this asset is likely to change?” production status, on-air count, ratings, revisions USER INTERVIEW GUIDE Business User Questionnaire Excerpt Analyze usage patterns to distinguish popular or business-relevant metadata tags from rarely used or IT-centric metadata tags. DO analyze responses to identify and prioritize high-value intellectual assets to start with. DON’T just focus on consumers of information, have a balanced mix of both producers and consumers of information. A Core Metadata Model That Describes Unique identifier tags to locate asset and trace relations between assets Descriptive tags popularly used for search and discovery Tags to best describe the content of an asset Tags to aid administrators in management of assets Tags to define access rights, roles and ownership of assets Tags to capture physical location and format of assets Additional information tags BUs need to find business-specific assets OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE
13.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN 13 ASSET MANAGEMENT ROADMAP Illustrative: Scripps Networks’ Asset Management Roadmap Excerpt Build IT roadmap to drive consistent application development and integration with known sources of information. Label Label Label Label text text text text text text text text text text text text text text text text To Be Updated
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Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 14 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN Identifiers ■ Scrid ■ Show Code ■ House Number ■ Other Identifiers Sources and Relations ■ Legal Parent (Source) ■ Part-of, version of, revision… Descriptive ■ Title ■ Subject ■ Classification ■ Descriptions ■ Coverage ■ Language Entities and Ownership ■ Creator ■ Publisher ■ Contributor ■ Resources Time Based ■ Thumbnails ■ Annotations Schedules and Traffic ■ On-air ■ Online ■ VOD ■ Syndication Asset Status ■ Production ■ Technical QC ■ Content QC ■ Revisions Supporting Materials ■ Scripts ■ Graphics ■ Music ■ B-Roll Web Assets ■ Articles ■ How-tos ■ Frame Grabs Legal and Financial ■ Memos ■ Contracts ■ Releases ■ Budgets Other Metadata ■ Research ■ Ratings Instance Information (on files and tapes) ■ Format Details ■ Locations Administrative ■ Asset Class ■ Asset Type ■ Dates ■ Ratings ■ Rights and Restrictions ■ Usage CORE METADATA SCHEMA CoreMetadata For finding assets by ID and tracing asset relations For searching and discovery—inside and outside the firewall Metadata related to use Location of tapes or files and details of the formats Roles and Ownership Information Extended Metadata Rather than re-invent the wheel, leverage industry standards as starting point for customized metadata development. ■ While the model is refined iteratively with every release, updates to the core schema common across assets and business divisions must be carefully scrutinized and approved before they are implemented. OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE Mandatory User-Added Tags Auto-Generated Tags Auto-Generated But Editable Tags Optional User-Added Tags Asset Registry Subset
15.
Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN 15 METADATA UNDER ONE HOOD Scripps Networks’ Technical Infrastructure to Enable Enterprise Search A single metadata standard combined with an asset registry and common search index enable a unified, one- stop search engine. ■ The Asset Registry also enables structured data reporting to senior management about performance and consumption of specific intellectual assets. ■ Instead of federated searches on multiple repositories, create a unified search index powered by a common metadata model. Legacy Infrastructure 1. Multiple repositories containing all types of assets 2. No common organizing principle/metadata model 3. Inconsistent asset tags 4. Not all repositories indexed for search Revised Infrastructure 1. Centralized repositories for each asset class 2. Core metadata model for all intellectual assets 3. Enterprise-wide consistent asset tags 4. Single search index based on core metadata model 5. All assets registered at a single directory for easy searchability (Asset Registry) 1. User-preferred tags did not return relevant results 2. No guidance to users for searches 3. Had to individually search multiple repositories 4. Average turnaround time: 1–2 days 1. User-preferred tags built into the system 2. Easy user-intuitive search enablement 3. Single search functionality across all repositories 4. Average turnaround time: 2–3 clicks Video Archive Asset Registry Image Archive Metadata Text Files Archive Search Index User Facing Search Engine OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE
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Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 16 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN AUTOMATE ACCESS FOR SUSTAINABILITY Use Case for Uploading an Asset To sustain a healthy data management culture, automate touchpoints with assets wherever possible using a user- friendly application layer. ■ The application layer helps implement the six principles of effective tagging and optimizes search engine performance by principled storage of assets and their metadata in centralized repositories. 12. Search engine indexes metadata repository and makes asset available for search and navigation User Actions System Actions OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE 1. Open Upload application 2. Enter basic metadata (e.g., title, description) 10. Generate additional metadata for administration purposes (e.g., format, location, usage guidelines) 8. Register asset in Asset Registry (a common directory listing across repositories) 7. Create unique identifier (asset ID) 6. Validate mandatory metadata or generate exception 5. Attach asset and save record 11. Save metadata record in a centralized metadata repository 9. Upload asset to appropriate repository (e.g., video in video archive) 3. Select from dropdowns where provided (e.g., asset type, function, rights) 4. Add optional metadata if needed (e.g., QC status, region, related assets) Optimize search engine performance Evangelize through navigation Minimal but mandatory tagging Controlled vocabulary with automation; Allow cultural differences Functional flexibility Stick to natural language
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Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN 17 Video Archive Asset Registry Metadata Search Index Stills Archive Recipes Rights Additional Content Ingest Notify Retrieve Distribute Transform Access Control Search State Management Message Shared SOA Services Centralized Resources Services Applications Show Track Pro Slate Snidbit Media Request Program Scheduling iDAM Pilat IBMS International Inventory eSearch eDAM International Fulfillment Batch Edit Recipe Management Collaboration Existing MAM Infrastructure MAM Future Roadmap SERVICE-ORIENTED ARCHITECTUREAn SOA layer enables user-friendly applications to disguise technical complexities of the underlying architecture while enabling controlled accessibility to assets. OVERVIEW COMPONENTS RESULTS IMPLEMENTATION GUIDE
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Output: 12:23PM May
03 2011 Modified 12:23PM May 03 2011 18 ENTERPRISE ARCHITECTURE EXECUTIVE COUNCIL™ IT PRACTICE www.eaec.executiveboard.com © 2011 The Corporate Executive Board Company. All Rights Reserved. EAEC0141311SYN APPENDIX: GREATER EXPECTATIONSThe primary difference between internet search and enterprise search is the expectation of accuracy, relevance and timeliness of information results. ■ It is important to provide a controlled vocabulary for enterprise users to search within so as to return sharper, more accurate search results. Internet Search Engines Enterprise Search Technologies Purpose of use: ■ Find “an” answer, any answer ■ Usually users don’t know exactly what information will be helpful. Trial-and-error ■ Find “the” answer to a specific question ■ Usually to re-find information users know exists, know what it looks like already Success criteria: ■ Response rate (results per second) ■ Usefulness of top ten information results ■ Higher tolerance of low quality of information, format usability, etc. ■ Reduced duplication of effort ■ Higher relevance and accuracy (lower the number of results the better) ■ Most updated information ■ Secure, rights-based access How it works: ■ Content and metadata indexing of large amounts of information ■ Relevance determined by popularity (rank) ■ Lower effort per user for metadata tagging (vast user base) ■ Controlled content and metadata indexing of smaller archives of information ■ Relevance determined by metadata ■ Higher effort per user for metadata tagging(smaller user base) Where it fails: ■ Unpredictable and inconsistent accuracy of information ■ Too many results, not enough answers ■ Low access control or usage restrictions ■ Incomplete or inconsistent metadata ■ Dependence on user motivation to tag (not all tagging can be automated)
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