Recently Sensis Online Directories has developed an approach to answer the question of “Is our search relevant?”, based on facts rather than by judgement. Companies who have a search component to their systems can be in discussions where statements like the following are made: “We have a problem Y with the results in this area, If we make this change X, the problem of search goes away”. How do you quantify that a simple change in one area solves an issue, in isolation, without causing flow on affects. This presentation talks about the approach Sensis Online Directories have undertaken to quantify the quality of its search and measure improvement and changes.

1. Is your search relevant? http://www.flickr.com/photos/denial_land/349094199/

3. Problems

4. We’ve all got problems http://www.flickr.com/photos/estherase/24513484/

5. Knowledge Management Change Management Guessing

6. Where do I start? http://www.flickr.com/photos/spodzone/2696082875/

7. We simply updated the data! What the!? http://www.flickr.com/photos/doctabu/342220423/

8. Everyone’s an expert http://www.flickr.com/photos/alancleaver/2453107414/

9. Solutions

10. Agree Measure Real Data Persist Think Search Specialists

11. Shared understanding of the problem http://www.flickr.com/photos/rachelpasch/3625451761/sizes

12. Stop guessing http://www.flickr.com/photos/johnwardell/80125882/

17. Use real data http://www.flickr.com/photos/brianellin/487924876/

18. Keep trying http://www.flickr.com/photos/mangee/116288632/

19. Work with search concepts

20. Harness your talent http://www.flickr.com/photos/andreasnilsson1976/2805521631/

21. Problem Solutions Intuitive approach to search (guessing) Search Expectations Tools Use Real Data Formalise your approach Change Management Search Expectations Tools Use Real Data Shared Understanding Knowledge Management Create a center of search excellence Work with Search Concepts Keep trying (work hard)