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Search & Recommendations

• Site Search Self-Assessment

  How Does Your Company’s Search Capability Stack Up?

  by Susan Aldrich

  If your organization can’t agree on whether your site search is adequate, use our self-assessment to shift from anecdote to analysis.
  Nov. 2, 2006

  Strategies

  

• Self-Service Resolution: Cable TV Companies

  Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences

  by Susan Aldrich

  The search experiences at five cable TV companies, Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon are compared in light of a problem resolution scenario.
  Sep. 21, 2006

  All Members

  

• What Differentiates the Search Experience?

  Philosophy and Search Management Make the Difference at Online Department Stores

  by Susan Aldrich

  Does site search differentiate the online customer experience? Evaluation of search at four department stores suggests that it does.
  Jul. 27, 2006

  All Members

  

• Search Experience Metrics

  Key Indicators You Should Be Tracking for Customer Search Experience

  by Susan Aldrich

  A great search experience is the starting point for an acceptable customer experience. There are 2 metrics that will tell you how well your company performs against customer expectations.
  Jul. 6, 2006

  Strategies

  

• Seeker Experience Survey

  Is Search Getting Better?

  by Susan Aldrich

  Our survey of seeker experience and projects to improve findability indicate much is spent, but much is left to be done.
  Jun. 1, 2006

  Strategies

  

• Knova Self-Service V.6: Self-Service and Support Search Solution

  Advanced Linguistics, Auto Classification, and Ontology

  by Susan Aldrich

  Knova Self-Service V.6, a solution for resolution management on customer support Web sites, incorporates a search engine that stacks up well against our self-service and support search solution evaluation framework.
  Jun. 13, 2005

  All Members

  

• Discovering Findability Requirements from Customer Scenario Maps

  Building Your Search and Navigation Approach

  by Susan Aldrich

  Our findability requirements discovery methodology is centered on customer requirements and the customer’s perspective.
  May. 12, 2005

  Strategies

  

• Managing Findability: Critical Core Competency

  Roles, Responsibilities, Programs, and Metrics You'll Need to Make It Easy for Audiences to Find the Right Information

  by Susan Aldrich

  How do you bring the quality, control and findability to your oceans of information? You need to invest in key roles and programs.
  Mar. 24, 2005

  Strategies

  

• PSGroup Bulls-Eye: Self-Service and Support Search

  Which Providers Offer the Best Controls for Managing the Search Experience? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus

  by Susan Aldrich

  This Bulls-Eye is our ranking of the search management and tuning capabilities of self-service and support search products from seven vendors: EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus.
  Dec. 2, 2004

  All Members

  

• PSGroup Bull's-Eye: Self-Service and Support Search Solutions: Best Retrieval and Results Management

  Which Providers Offer the Best Retrieval and Results Management? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus

  by Susan Aldrich

  This Bull’s-Eye is our ranking of the retrieval and results management capabilities of self-service and support search products from seven vendors: EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus.
  Nov. 23, 2004

  All Members

  

• Self-Service and Support Search Solution Comparison Matrix

  EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus Compared to Our Evaluation Framework

  by Susan Aldrich

  This report presents a side-by-side comparison of seven solutions against 23 criteria identified by our Self-Service and Support Search Solution Evaluation Framework.
  Oct. 28, 2004

  All Members

  

• Primus Enterprise Search V.4 Self-Service and Support Search Solution

  Classification and Context

  by Susan Aldrich

  Primus Enterprise Search stacks up very well against our self-service and support search solution evaluation framework.
  Oct. 21, 2004

  All Members

  

• Strategic Planning for Search

  Where We Think You’ll Want to Take Search

  by Susan Aldrich

  The range of problems search engines will address, and the value of findability, will increase steadily through 2007. An acceptable level of findability requires some new investments in technology and information management tasks--plus leadership.
  Oct. 14, 2004

  All Members

  

• How to Think about Search

  Findability Factors Include Technology and Tasks

  by Susan Aldrich

  There are a lot of people who think search is terrible. We believe that the dissatisfaction reflects a focus on the wrong problem. The problem is not search. The problem is findability.
  Oct. 7, 2004

  All Members

  

• FAST Data Search V 4.0 Self-Service and Support Search Solution

  Pipelines, Information Management, and Dynamic Navigation

  by Susan Aldrich

  FAST Data Search stacks up very well against our self-service and support solution evaluation framework.
  Sep. 16, 2004

  All Members

  

• Self-Service and Support Search Solution RFP Template

  Patricia Seybold Group's Template for Preparing an RFP

  by Susan Aldrich

  You can write a great Self-Service and Support Search Solution RFP in a short time using our outline and the Self-Service and Support Search Solution Evaluation Framework, and following our guidance.
  Sep. 2, 2004

  All Members

  

• InQuira Self-Service and Support Search Solution

  Advanced Linguistics, Dynamic Navigation, and Classification

  by Susan Aldrich

  InQuira 6.5, a premium search engine, stacks up well against our self-service and support search solution evaluation framework.
  Aug. 12, 2004

  All Members

  

• Endeca ProFind V4.5 Self-Service and Support Search Solution

  Dynamic Navigation, Team Support, and Concept Classification

  by Susan Aldrich

  Endeca ProFind, a premium search engine, stacks up well against our Product Search Evaluation Framework.
  Aug. 5, 2004

  All Members

  

• EasyAsk for Commerce V.9.1 Self-Service and Support Search Solution

  Advanced Linguistic Processing, Dynamic Navigation, and Federation

  by Susan Aldrich

  EasyAsk for Commerce capabilities stack up well against our self-service and support search evaluation criteria.
  Jul. 29, 2004

  All Members

  

• iPhrase OneStep V. 4.7 Self-Service and Support Search Solution

  Advanced Search and Navigation, Email Deflection, and Analytics

  by Susan Aldrich

  iPhrase OneStep’s capabilities stack up well against our self-service and support search evaluation criteria.
  Jul. 22, 2004

  All Members