knowledge centers without a taxonomy (km world 2014)
TRANSCRIPT
C205: Improving Communication & Search
Knowledge Centers without a Taxonomy
Robert Kocher – KM World 2014November 6, 2014
Information malfunction
What we needed
PDFs Images
Power
PointConsistency
Findability
Usage
Info
Excel
Files
Making search work
Knowledge Center SearchNormal SharePoint Search
• Deliberate with our url (page names)
• Used the title field (available in SharePoint Enterprise Wiki site templates)
• Created a descriptive paragraph at top of each page about the page content
• Create a Description column/metadata field for customized search results
Making search work
Metadata Navigation ResultsMetadata Navigation
For Content Creators
• Created a prefix for our page names (RO_PP_AS_pagename)
• Added metadata for metadata navigation
• Created views, including a datasheet view for mass updating
Home/Index pages
Original Knowledge base
• Provide home pages which allow for navigation
New Knowledge Center
Consistent pages
• CSS is your friend!
o Allows you to style parts of your page
o Allows you to sync the ribbon
with correct tags
• Break up existing documents,
when possible
o Overviews
o Procedures
o Key terms
• Use anchor tags for longer pages
h1 tagh3 tag
Recent content changes
All updates
• Created a view of all recent changes
• Created a link of recent changes by each process using the metadata
navigation feature
• Link button placed on all home pages
Process specific updates
Recent content changes
Content change requests and feedback
Feedback Form
• Created a new, simplified process for requesting changes
o More accountability for approvers
• Created and promoted an easy feedback loop
o Important to respond quickly to feedback
Change Request
Measuring Results
• Review site collection web analytics
o Daily Unique visitors
o Top pages and visitors
o Number of queries
o Top queries
o Failed queries
— Term or phrase
— Percentage abandoned
Daily unique visitors
Top pages
Total page views
during this time
period: 1,508,099
Number of queries
Failed queries
Zero click-throughs
One click-through
Query term is an
abbreviation.
Review failed queries to determine if
synonyms or acronyms need to be added.
Contact and useful links
Contact information:
Email: [email protected]
Twitter: @Robert_Kocher
LinkedIn: www.linkedin.com/pub/rob-kocher/12/750/541/
Links:
Sue Hanley’s 10 Essential SharePoint Search Hints
Enterprise Wiki vs. Wiki Page Library
SharePoint 2010 Search: Relevancy Algorithms
Relevancy 301 – The Graduate Level Course