Tuesday, May 10, 2011
WELCOME & KEYNOTE: The Dumbing Down of Intelligent Search
9:00 a.m. - 9:45 a.m.
Eric Reiss, CEO, The FatDUX Group
Over the past 15 years, search got smart and we got lazy. Today, few remember what a Boolean operator is,much less how to use one. But who really cares? When a search engine vomits thousands of results to any inane query we make, misspell, or misquote, we pat ourselves on the back for a job well done. And if we don’t like these results, well, it’s the search engine’s fault, isn’t it? Perhaps we’d be better off creating some intelligent searchers instead. It is time that we bring search users’ experience expectation together with tools that will actually help them search smarter to deliver a truly intelligent search experience.
Coffee Break - Visit the Enterprise Search Showcase
10:45 a.m. - 11:15 a.m.
Smarter Search, Smarter Employees
9:45 a.m. - 10:00 a.m.
Mark Rudick, Head of Sales Engineering, Enterprise Search, Google
As organizations seek to work more intelligently, search plays an increasingly central role in the day-to-day lives of employees. In tandem, employees are more and more demanding when it comes to how they access and organize information, shaped in large part by their growing sophistication as consumers. This talk addresses what it takes to respond to these two trends, from delivering on search fundamentals such as relevancy as well as new approaches such as leveraging social signals and access to content in the cloud.
KEYNOTE: Searching for Web Governance
10:00 a.m. - 10:45 a.m.
Lisa Welchman, WelchmanPierpoint, LLC
Most organizational websites have been online and growing for more than 15 years. Some are great. Some good. Some OK.And, some are bad. But most are unsearchable: They are littered with unstructured, untagged, and outdated low-value content. A key reason why many sites are in such a state is because they are ungoverned—there’s no organizational plan for the web and no standards for web content development. Join Lisa Welchman as she highlights how web governance and standards-based content development contribute to more effective enterprise search. Lisa details best practices in web governance and walks through the visual arts, music, science, medicine, and back to the web to illustrate how standards-based development enables web growth with coherence.
11:15 a.m. - 12:00 p.m.
A-1: How to Make Your Silent Search Users Talk: Actions Speak Louder Than Words
David Gaulin, Vice-President Professional Services, Norconex Inc.
Actions speak louder than words. By listening to the actions per formed by users of your enterprise search systems, you can extract valuable insight into what is and is not working with you search offering. Direct user feedback is amazing, but is also usu ally hard to come by, biased or too simplistic to truly express a user’s complete state of mind. User actions revealed with the help of good and relevant statistics show the truth and are often more revealing than direct user feedback. In this presentation, Gaulin demonstrates how to leverage those user actions by identifying search failure and success patterns, and how to put in place the corresponding adjustments needed to improve your enterprise search system.
A-2: 20 Search Vendors in 30 Minutes or Less
Alan Pelz-Sharpe, Research Director for Content Management & Collaboration, 451 Research
This session provides a quick overview of five ways to look at the search technology on the market. It looks at how search technology is different based on platforms versus more out-of-the-box products, rate of product development/change, rate of vendor change, and the types of content/environments/scenarios particular tools are geared for. Leveraging Real Story Group research Regli cuts through the marketing hype and gives you a quick pointed overview of search tool weaknesses and strengths, so you can best assess which technology might be right for you.
A-3: Taming the Wild West of Intranet Content
Kathlina Marie Phillips, Vice President and Enterprise Search Services Manager, Technology and Operations Group, Wells Fargo & Co.Tom Lutmer, eBusiness Systems Consultant, Enterprise Search Services, Wells Fargo & Co.
Intranet search is different than internet search, and there are many reasons why search within a large intranet can be difficult. Among these, search as the ultimate library, internet vs. intranet vs. vertical market search, and a breakdown of the search components. These different components of a search engine each have their own impacts including retrieving content from a wide variety of disparate data sources, sorting and massaging content that has little consistency, and as an end result providing meaningful and relevant results. Phillips and Lutmer examine the challenges they have found for intranet search within Wells Fargo’s large intranet serving more than 300,000 users that spans thousands of disparate websites using a wide variety of website technologies, different levels of development, and ranging authoring expertise. Specific examples are shown that meet more specific business needs than a one-size-fits-all search.
12:15 p.m. - 1:15 p.m.
B-1(a): Best Practices for Search Engine Implementation
Paul Nelson, Chief Architect, Search Technologies
Regardless of which search engine an organization chooses to deploy, there are a number of common pitfalls to be avoided and best practices to be deployed, that can greatly improve the probability that the search application will succeed in terms of delivering real business benefits.This session presents six brief case studies, taken from a variety of industries and using a range o leading search engines, that illustrate established best practices and common pitfalls encountered during the search engine implementation process.
B-1(b): A Governance Model for Enterprise Search
André Schaefer, Project Lead, Raytion
Centrally installing a search infrastructure and providing search as a service that delivers rich functionalities to multiple search applications facilitates the governance and evolution of search throughout an organization. But which roles are involved in delivering a good search experience and how can the different responsibilities be clearly defined? What is “search as a service” and how does this approach help in governing and continuously improving search? And which processes are needed to enable a controlled improvement and measurement of search effectiveness? This session covers how to govern search as a service and how to set up the roles and responsibilities to make enterprise search successful on a larger scale.
B-1(c): Enterprise Search versus eDiscovery Search and the Importance of Transparency
Reed Murphy, Managing Solutions Director, Clearwell Systems
Growing levels of litigation, increases in regulatory inquiries, and heightened internal investigations have led to a significant rise in the need for discovery of electronically stored information. Search technology plays a critical role in e-discovery, both as a method of managing sky-rocketing legal and compliance costs, as well as for identifying relevant information. Given the legal implications, searching in e-discovery is nuanced and requires a fundamentally different approach compared with enterprise search. This session will compare and contrast the unique requirements of e-discovery search with traditional enterprise search and explore these differences, which include repeatability, transparency and defensibility.
B-2(a): Enabling Effective Search for the Mobile Power User
Jagannath Saha, Enterprise Search Practice Lead, Avalon Consulting, LLC
With increased reliance on content access through mobile devices, users demand mobile search experiences be as capable as desktop search experiences. Faceted search is a primary feature contributing to a more effective experience, but can this translate to the smaller screens of mobile devices? This presentation shows how Avalon Consulting, LLC has merged traditional left-side faceted search with auto-complete to create a powerful mobile search experience that is reinventing productivity.
B-2(b): Designing Mobile Enterprise Search - Lessons From Mobile Ecommerce
Greg Nudelman, Principal/CEO, DesignCaffeine, Inc.
Long viewed as web search’s poor sister,mobile enterprise search presents a compelling story in its own right, with its own experience design considerations and explosive growth opportunities. To help solve mobile enterprise search challenges and develop the next generation of mobile enterprise search products, it helps to look for cutting-edge design patterns, ideas, and inspiration in successful implementation models, such as those offered by mobile ecommerce search. This hands-on, practical workshop explores what can be learned from the valuable lessons of mobile ecommerce search and how to profitably apply these learnings to the design of enterprise mobile search products. Be prepared to learn from lots of real-world examples by the author of Design Patterns for Ecommerce Search: Design Secrets and Successful Strategies for Happy Customers (Wiley, Spring 2011). And don’t forget your paper and pencil to work on participatory design exercises to develop novel approaches for designing profitable mobile enterprise search products and services.
B-2(c): Mission-Critical Analysis through Intuitive Search Interfaces
Giovanni Calabro, VP, User Experience, Siteworx
Collecting critical data is only half the battle. To turn data into actionable intelligence, it has to reach the warfighter in real-time on the battlefield, in a simple, intuitive format. Siteworx VP of Visual Design Giovanni Calabro will discuss his team's work designing the user-interfaces for Coral Reef, the military's first user-centric, cloud-based data analysis and alert system. Developed by Berico Technologies, the search-based application represents the future of warzone communications. With usability and portability as guiding principles, the Siteworx design combines real-time data aggregation with language analysis, mobile device compatibility. Calabro will share key insights on the design approach.
B-3(a): Search-Based Applications
Gregory Grefenstette, Chief Science Officer, Exalead
Databases protect data, search engines make it easy to find. Search-based applications combine the best of both worlds to produce agile, usable, and performing business applications.This fusion has been made possible by enriching basic search engine technology with greater semantic power. Here, Grefenstette presents the changes that have made this new range of applications possible, illustrated by case studies involving tracking and tracing, employee oversight, and social search.
B-3(b): Compliance and Enterprise Search
Neil Moses, VP of Operations & Strategy, Brainware
Increased regulation has forced organizations in all industries to devote more time and resources to matters of compliance. In this session, Moses addresses how a robust search and retrieval system enables enterprises to respond more quickly and accurately to litigation, audit, and other compliance events. Using real-life examples, he demonstrates how easy search and retrieval for compliance can be when you escape Boolean logic and complicated data taxonomies.
B-3(c): Putting Customers First With Customer Experience Optimization
Mark Myers, Senior Director of Product Marketing, Vivisimo Inc., an IBM Company
Creating strong and lasting customer relationships is critical to your company’s success. One of the keys to strong customer relationships is providing your customer-facing professionals with quick and reliable access to information to support positive, successful customer interactions that lead to repeat business. This presentation shows how customer experience optimization (CXO) can improve the performance of front-line professionals to increase revenue and customer retention. CXO case studies includes leading companies in healthcare and financial services.
1:15 p.m. - 2:15 p.m.
2:15 p.m. - 3:00 p.m.
C-1: Using Search to Measure the Quality of Enterprise Information
Ted Carroll, Director, Above The Fold Limited
Current implementations of search analytics provide a very limited understanding of search behavior on websites. As a result, any assessment of search engines or search techniques is based on subjective factors rather than search quality metrics. This presentation outlines a radically new approach to search analytics—an approach that brings measurable aspects of the user experience to search and search results based on two concepts: the appropriateness of search results (as represented by the title and snippet for each result) in relation to the search terms, and the appropriateness of search results compared to what content owners would expect to be the “best content.” The presentation shows examples of how these techniques can be applied—using a number of high-profile public-facing corporate websites and internet search engines as examples. It also describes how these measures can be used to establish processes for continuous improvement of search results. And most importantly, a benefits model is proposed that can use these metrics to estimate the benefits from good quality search.Current implementations of search analytics provide a very limited understanding of search behavior on websites. As a result, any assessment of search engines or search techniques is based on subjective factors rather than search quality metrics. This presentation outlines a radically new approach to search analytics—an approach that brings measurable aspects of the user experience to search and search results based on two concepts: the appropriateness of search results (as represented by the title and snippet for each result) in relation to the search terms, and the appropriateness of search results compared to what content owners would expect to be the “best content.” The presentation shows examples of how these techniques can be applied—using a number of high-profile public-facing corporate websites and internet search engines as examples. It also describes how these measures can be used to establish processes for continuous improvement of search results. And most importantly, a benefits model is proposed that can use these metrics to estimate the benefits from good quality search.
C-2(a): From Reactive to Proactive: Search Powered Information Governance
Derek Schueren, GM Information Access & Governance, Recommind
Despite billions being spent reacting to lawsuits and regulatory inquiries, the onslaught of legal proceedings does not seem to be stopping anytime soon. The skyrocketing growth of unstructured information has made responding to ediscovery and regulatory requests exceedingly difficult and costly, forcing many to seek a better way: addressing information governance proactively. This presentation details how a Fortune 500 enterprise is working to proactively govern its unstructured information through the implementation of an enterprise-search-based platform.
C-2(b): A Conversational Interface Helps You Understand Your Enterprise
Jakob Praher, Head of Research & Development, Mindbreeze
Understanding activities, requirements, and relationships in your organization means processing information in a comprehensible form at the right time within an actionable context. Intelligent conversational search is the key to serendipity. The interface must guide users through relevant information and lead to immediate action. Ultimately, effective search is not simply about retrieving required information; it is about delivering a 360degree view of an enterprise’s people, customers, and business.
C-3: Searching the Other 96% of Your Content: Email
Oz Benamram, Chief Knowledge Officer, White & Case LLP
Many organizations which have implemented enterprise search systems may still be providing only a sliver of knowledge to their information seekers. The vast majority of today’s enterprise information is hidden in everyone’s email inbox, so it is crucial for email to be added into the enterprise search mix. This presentation discusses associating email with the relevant projects automatically and how this increases the value of information tenfold by providing significant content in context to the sea of searchable information.
3:15 p.m. - 4:00 p.m.
D-1: From RFI to Implementation: A Collaborative Approach Between IT and Business Stakeholders
Matthew O'Neil, Enterprise Search Application Manager, Knowledge Services, PricewaterhouseCoopers LLPJoseph Zinzi, IT Relationship Manager for Enterprise Search, U.S. IT, PricewaterhouseCoopers LLP
PwC uses a global shared search model to deliver search to its network of affiliated firms. Its current platform is at the end of its life and the company had to select a replacement. An ad-hoc group with representatives from IT and the business users gathered to choose the next search platform. A collaborate effort, staffed with a program manager, business analysts, and technical and business resources, gathered to evaluate search needs, identify suitable vendors, and select the future platform. The group selected vendors and solicited RFIs from vendors. PwC narrowed the list of vendors and invited the short listed candidates on site for a real-world evaluation.The candidates installed the application and indexed PwC’s data sources. The panelists evaluated the results individually as well as in several all hands meetings. The vendors presented to the group and answered questions raised during the trials. The collaborative effort between IT and business stakeholders provided a 360-degree view of PwC’s search needs and helped PwC select the best platform for the firm’s future enterprise search.
D-2: The Importance of Accurate Classification in Document Retention
Christophe Deslandes, VP and Chief Information Officer, KapStone Paper and PackagingJames Wolf, Senior Technical Director, H5
Recognizing that creating an accurate, automated classification solutions requires more than just good software, KapStone Paper and Packaging turned to H5 to aid in implementing a comprehensive document retention and disposition policy for electronically stored information. While providing the infrastructure to index and search the enterprise, tools can only do as they are told.This case study examines how the creation of accurate classification requires developing accurate search terms, which in turn requires search expertise, a methodical process, and the right technologies.
D-3: Open Source Archival and Search With Alfresco and Solr
Paul Nelson, Chief Architect, Search TechnologiesMichael Verkaik, Rivet Logic
Documents that can't be located and retrieved are useless no matter how well they're cataloged and managed. This session discusses how the open source Alfresco CMS and Apache Lucene/Solr search technologies can be used to achieve a standards-based solution while increasing longevity and reducing royalty costs. Key benefits of an archival system include lower risk, increased utilization and wider dissemination of document information, and reduced costs. When implementing a document archival system, some important factors to consider are use of a standards-based reference model, system architecture, package structure, search and access, and document migration.
4:15 p.m. - 5:00 p.m.
E-1: Better Search Engine Testing
Eric Pugh, Principal, OpenSource Connections
Testing a search engine is unlike testing most other applications. The behavior of a search engine changes as the data changes, so a search that returns one set of results today will return a different set tomorrow. Is that a bug? Or just a finely tuned search engine responding to changes in the data it searches? Search engine testing often focuses on the very first layer of functionality, “Do I get results?” without digging deeper into “Do I get great relevant results?” Search engine implementation projects are typically less about writing new code and more about integrating disparate existing data sets, turning knobs and levers to tune relevancy, and really understanding your data. Testing search engines really is a holistic activity. Attendees leave this session armed with real-life techniques to apply to exploratory testing-based search as well as automated testing.
E-2: Cutting Edge Search
Avi Rappoport, Consultant, Search Tools ConsultingAndy Moore, Publisher, KMWorld MagazineMartin White, Managing Director, Intranet Focus Ltd and author of ‘Enterprise Search’
Join the Enterprise Search Summit conference chairs for an open-ended discussion of trends, fads, and coming attractions in the area of enterprise content management, search, and knowledge management. Does the information solution for your organization's workers reside inside or outside the search box? Does search need to look more like find? And is there an app for that? Any search-related topic is food for further thought at this interactive session where you help set the agenda for future Enterprise Search Summit events.
E-3: Finding Technical Synergies Within Siemens
Stefan B. Augustin, Principal Consultant & Project Manager, Corporate Research & Technologies, Siemens
Siemens’ search engine supports the retrieval of technical solutions that have been developed somewhere within the organization and may be reused in other projects or offer other usage in the organization. Based on Sinequa search, Siemens’ solution helps in achieving these objectives by not only retrieving the most relevant documents via linguistic and semantic search, but also by extracting (e.g., via data mining approaches) the key experts for the searched topics from within a few million (often confidential) documents as well as Web 2.0 applications.
Welcome Reception - In the Enterprise Search Showcase
5:00 p.m. - 6:00 p.m.