by Barry Murphy
Last week, I had the pleasure of participating in a webinar on enterprise search and how to do it in a way that actually works. Early feedback indicates that the webinar was well-received, mostly thanks to the involvement of Marcus Stimler, Capgemini’s UK CTO. Marcus generously gave us his time to share lessons learned about how to make business productivity search work by putting the end-users first. It was an important point – getting the win by making users happy and then extending the project from there. The real world perspective that someone like Marcus can provide is invaluable and I learned a lot from listening to him.
There are a few key takeaways that are worthy of sharing and repeating:
- Search is a journey. Thinking of search as a “project” can be a mistake; rather, search is a journey that keeps going and, if done right, keeps providing value. For Capgemini, it really began with a realization that people couldn’t find what they were looking for– despite having search tools in place. Individual workers actually found X1 Search 8 and became loyal advocates. Marcus, as CTO, learned about these passionate users and was able to roll out the X1 product more broadly so that Capgemini’s high-value knowledge workers could be more productive. Once end-users were able to find what they were looking – most of which was in their email or desktop files – Capgemini was able to extend the journey by adding content sources like SharePoint to the search solution.
- The “Google paradigm” simply does not work in the enterprise. This might have been one of the most important points that Marcus made because, thanks to Google, there is a perception that search is easy. Marcus learned that search within an enterprise is very different than web search, which relies on popularity for prioritizing search results. Relying on popularity inside the enterprise will lead to problems because only a few employees will actually tag and/or rate documents. Individual workers treat organizational knowledge differently and need a search tool that allows them to work their way. As Marcus said, “relevancy is more important than popularity.” And, it’s the business workers that know what is relevant and what isn’t.
- The human workflow is a huge consideration. As Marcus points out, and the major theme of the webinar, it is important to start with the end-users and win them over first. For Capgemini, that meant using a tool that allowed people to quickly find what they are looking for and then take action on it. That is exactly what X1 does. For Capgemini, X1 gives their employees the ability to do their job better and faster – and that leads to all sorts of positive outcomes. Because Capgemini values the knowledge of their workers, the company is able to leverage that knowledge for increased revenues and that leads to Marcus getting a positive ROI on the X1 investment – an important consideration for any IT person.
A huge thank you goes out to Marcus Stimler for sharing his time and knowledge with us. If you have not had a chance to see the webinar, you can check out the recording here: http://www.x1.com/products/x1_rapid_discovery/videos/search_that_works_request.html
Feel free to be in touch with any questions.