Knowledge Centers without a Taxonomy (KM World 2014)

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