Taxonomy is not as daunting as it seems. In this blog series, one of EK’s taxonomy experts, Ben White, provides 4 practical steps to designing and validating a user-centric taxonomy.

Step #4: Measure the Findability of Your Content

Search, which is central to enterprise-wide knowledge transfer, is simple in theory; a user enters a set of key terms in a search engine and the search engine retrieves records that match the key terms. In reality, the architecture of a search engine is nothing more than:

Search Outputs: Search results the user sees after requesting information
Query Management:  The way a system formats and matches requests for information
Search Inputs: Content a system looks through to find the requested information

Yet while it’s true that search is a simple and well-understood progression, creating an effective enterprise-wide search is a multifaceted process that requires in-depth analysis. In my previous blogs, I’ve talked about some of those necessary steps, such as designing a user-centric taxonomy, making sure that facets are consistent, as well as testing the taxonomy. In my final blog of this taxonomy series, I’ll be discussing the metrics that can be used to measure the effectiveness of a taxonomy.

The addition of a taxonomy supports accurate search and guided navigation, which cannot be achieved with a search engine alone. However, implementing a taxonomy requires consistent maintenance and refinement of the search data in order to ensure its effectiveness. Objectively scrutinizing enterprise-wide search data allows us to tune search and update the underlying taxonomy to create a positive search experience. When examining search data, there are a number of metrics that can help us measure the effectiveness of a taxonomy:

Metrics, Definitions and Benefits:

Search Refinements:   The number of times a visitor searched and then performed another search. Provides information on the effectiveness of the terms used to search
Search Depth:   Average number of pages viewed after performing a search. Provides information on the effectiveness of the search results.
Bounce Rate:   Percentage of visitors who navigate away from the site after viewing only one page. Also shows us the effectiveness of search terms.
Time after Search:  How many searches made before reaching a desired page. Allows us to see if search terms retrieved adequate results.

These analytics can be used to better identify the most effective search terms and determine if they are reflected in a taxonomy.

To capture this information, we can simply ask users to search for specific content and analyze their search habits, making note of search depth, bounce rate, time after search, and any search refinements that occur. There are also a number of tools that can be used to help calculate these analytics. Google Analytics and PIWIK are two popular choices that can be used for both intranets and public facing websites.

Once you implement these metrics, the taxonomy should be updated periodically to reflect the search trends, which will result in a more efficient and accurate search system. The key to properly updating a taxonomy with effective search inputs is to understand user intent. This is no easy task, it involves a deep understanding of the keywords used by employees when searching. Therefore, in addition to the metrics provided above, it is also important to look at:

Where users searched and what they did next:  Did the user reach the desired page or attempt another search? Are users generally visiting the same pages when searching the same key words?

Measuring search quality:  By looking at search refinements, search depth, bounce rate, and time after search while paying close attention to the search terms used to reach the page, we can get a good idea of the quality of the search.

For example, if a high number of users searched the intranet using a specific keyword and 80% of users left the page the keyword led to immediately, correcting the underlying taxonomy is necessary.

In short, understanding the intent of the user allows us to get into the minds of the searcher. Therefore, a better understanding of the search terms used by users allows us to create a better taxonomy and a better search experience.

Although the concept of search is a relatively simple idea, there are many considerations that go into the implementation process. Despite the challenges that come with developing an effective enterprise search, the benefits to doing so are clear. Sue Feldman of IDC found that knowledge workers spend from 15% to 35% of their time searching for information and 40% of corporate users reported that they couldn’t find the information they need to do their jobs on their intranets. The subsequent costs are significant; in another recent survey conducted by IDC, the time spent searching for information averages 8.8 hours per week, at a cost of $14,209 per knowledge worker per year. In short, the time and costs associated with unstructured information are too significant to ignore.

We hope that through this blog series, you have a better understanding of how much thought and consideration goes into designing and evaluating a quality taxonomy and enterprise search. To learn more about how you can improve the findability of your content, connect with one of our knowledge management experts by contacting Enterprise Knowledge.

Taxonomy is not as daunting as it seems. In this blog series, one of EK’s taxonomy experts, Ben White, provides 4 practical steps to designing and validating a user-centric taxonomy.

Step #3: Validate Your Taxonomy

Previously, I’ve talked about how to design a user-centric taxonomy, as well as how to ensure that your facets are consistent. Today’s blog will address the next key task: testing the taxonomy. In order to continue to provide you all with practical and applicable advice, I’ll address some of the most common and efficient forms of testing that can be executed on a taxonomy prior to deployment.

Taxonomy Testing

Faceted search is one of the most significant search innovations to date.  It allows users to combine searching and browsing with a simple keyword search. We must treat faceted search the same as any other component in an information environment. This means testing the underlying taxonomy the same way other elements of an information architecture are tested. These are the the most common and efficient forms of testing that can be executed on a taxonomy prior to deployment.

Card Sorting

Card sorting is the most common form of user experience testing for taxonomy. It’s a technique where users group related terms using index cards or online programs, such as Optimal Workshop or Usability Tools. There are two forms of card sorting, open and closed.

Open Card Storing

Open card sorts require participants to group potential taxonomy values together and assign a broader category of their own. For example, users could group index cards labeled 401(k), Healthcare, Holidays, etc. under an index card labeled Benefits. Open card sorting is done earlier in the taxonomy design process, when taxonomic categories are not clear. This test helps uncover how users believe the taxonomy should be classified.  

Closed Card Sorting

In closed card sorts the categories have already been designated, allowing only prelabeled cards and categories. Closed card sorts are used to validate the taxonomic structure already developed. In closed card sorting tests, users are presented with a series of prearranged categories. Users then assign taxonomy values to each category using index cards or an online program. When the card sorting exercise is finished you will likely notice that the participants chose slightly different categorization schemes.  This is typical and should be formally documented. The most effective way to document participant responses is through a standardization grid:

A standardization grid captures the number of participants that chose a specific categorization scheme.  This allows the taxonomist to choose the most appropriate classification scheme within the taxonomy.

Tree Testing

Tree testing, or reverse card sorting, is used after the open card sort is validated through closed card sorting. The hierarchy developed through closed card sorting is presented to the user and the user is asked to complete a series of tasks. Depending on how the taxonomy will be used, the tasks will vary.  Example tasks could include:

• Where in the taxonomy would you find a specific document?
• What value would you use to tag a specific document?

These tasks are written on index cards, and users are asked to place the task cards in the taxonomy. A standardization grid is used to collect the number of participant that chose:

Test Tagging

Once the structure of the taxonomy is in place, one final test is necessary. The taxonomy needs to be tested by tagging actual documents or other information products. It is important that the test administrator encourages users to talk through the searching process and note any problems that occur. Ideally this test involves having users tag and search for content within a content management system.    If it is not possible to perform this test in a content management system, a taxonomy testing tool can be developed in a spreadsheet:

Users can tag content using drop down menus populated by taxonomy values. This method does not allow users to search for content but does allow us to see if the taxonomy is exhaustive and flexible enough to support a large number of content from across the organization. As with any variation of user testing, the test administrator needs to note any gaps, ambiguity, or other issues found when using the testing tool.  

Now you are well on your way to designing and validating your taxonomy. The question still remains, has the taxonomy you’ve created improved the findability of your information? In the final blog of this series, I’ll share some critical metrics for determining whether your taxonomy is delivering the results you expect.

Taxonomy is not as daunting as it seems. In this blog series, one of EK’s taxonomy experts, Ben White, provides 4 practical steps to designing and validating a user-centric taxonomy.

Step #2: Make Sure Your Facets Are Consistent

In the first blog of my series, “The 4 Steps to Designing an Effective Taxonomy,” I spoke about the importance of designing a user-centric taxonomy. Indeed, developing an understanding of how people think about the content in question allows a taxonomist to design a clear and consistent taxonomy, enabling site visitors to find what they need. Though this may be the first step, it’s hardly the last. Once you have completed an initial taxonomy design, it’s essential to remain consistent with faceted classification when tagging your content, which is the subject of today’s blog.

For intranets and websites, the cost of an ill-considered taxonomy is efficiency. Creating a truly successful taxonomy design involves breaking down the content by its attributes and organizing those attributes in an easily understandable classification scheme. During this process, the taxonomist will develop multiple taxonomies related to several different categories, or facets. This method is known as faceted classification.

The end result of a faceted classification system is a faceted search capability. Faceted search is a technique that allows users to explore a collection of information by applying multiple filters. This enables users to practice a hybrid of search and browse to find content. Because users expect navigation systems to behave rationally, the terms found in the faceted classification system should describe the body of content using common and naturally occurring descriptors.

Although there is no universal set of facets that can be used across information environments, we have found there are several common facets:

• Topic/Subject
• Document/Product Type
• Format
• Audience
• Geography

Of course this list is not exhaustive, but it’s an excellent place to start when designing a faceted classification system. A few additional tips:

• Ensure that the terms that fall beneath each of these facets are mutually exclusive and clearly communicate the universe of content it is describing.
• Choose a list of preferred terms that reduces confusion.
• Identify terms that speak the same language as the information environment’s users while accurately describing the content.

So, if we know that inconsistent terms can create ambiguity and decrease efficiency, what can we do to address these challenges? In Information Architecture for the World Wide Web, Peter Morville outlines several guidelines for designing effective labels. These are applicable to taxonomy design as well. As Morville discusses, in order to ensure consistency it is important to pay close attention to:

• Syntax– Verb-based terms (e.g. run) and noun-based terms (e.g. health & wellness) are often mixed together in a single faceted taxonomy. Choosing a single syntactic approach can improve consistency within the faceted search system.  
• Granularity– Within a faceted classification system choosing terms that are approximately equal in specificity can reduce confusion and improve consistency. For example, “Stool”, “Table”, “Bergere”, and “Caquetoire” at the same level in the classification system will cause confusion among users when searching and browsing.  
• Audience– When choosing preferred terms within a faceted classification system it is imperative that you choose the terminology most commonly used by the audience. For instance, using “Cute Puppies” and “Felis Catus” in the same classification system can confuse users when searching and browsing for information.

By being aware of syntax, granularity, and audience, the taxonomist can take steps to create a meaningful and consistent taxonomy that reduces confusion and increases efficiency. This benefits all users by increasing usability and findability.

Once you’ve established a taxonomy that is both user-centric and consistent with faceted classification, you’ll be ready for my next blog, which describes how to validate your taxonomy. Stay tuned! 

Taxonomy is not as daunting as it seems. In this blog series, one of EK’s taxonomy experts, Ben White, provides 4 practical steps to designing and validating a user-centric taxonomy.

Step #1: Design a User-Centric Taxonomy

When most individuals hear the term “taxonomy design,” the initial reaction may be to disregard the practice as too technical or complex. Yet in reality, all that a taxonomy design entails is collecting the information that is already available, then organizing it to help your end users find and use the correct information efficiently and effectively. The end product—a taxonomy— is a standardized list of terms or controlled vocabulary, which can be applied to product categorization, web site structure, and faceted navigation.

Regardless of the way you choose to use a taxonomy, it is important to understand the tried and true principles that allow us to design for success.  At Enterprise Knowledge, we use traditional information science principles together with core usability concepts to enhance information retrieval in diverse information environments.  

When searching for information, it is common for users to jump from page to page or document to document. This allows users to discover more about the information they are seeking and as a result, refine their search.  This behavior is known as “berrypicking”. The berrypicking model was developed by Marcia Bates at the University of California at Los Angeles.  Berrypicking results in multiple searches before a user finds the appropriate set of information.  However, when designing a taxonomy to aid in search retrieval, we should always strive to help users find information faster and limit berrypicking.  This is a difficult task, as search behavior varies from user to user. Despite user differences, there are a number of key factors that influence the way users search for information. Some of these factors include:

• Technical Proficiency: How familiar users are with a specific subject area
• User Goals: What users are looking to achieve in the information environment
• Query Formulation: Terms used for searching

Technical Proficiency
Levels of subject knowledge and field proficiency within a group of users governs the language that users will use to search.  Users with a great deal of knowledge and familiarity with a subject will use precise and industry specific jargon.  On the other hand, users with less technical knowledge will use more general terms.  It is important to keep this in mind when designing a taxonomy.  

User Goals
It is important to uncover how users will interact with the information environment. Andrei Broderidentified three prevailing goal-based query types when searching for information:

• Navigational Queries– Users searching to reach a specific area of an information environment. One example of a navigational query is a user searching to get to a specific portal or area of a website.  
• Informational Queries– Users searching to acquire specific information in a web page or document. An example of an informational query would be a user searching for where Oolong tea originated.   
• Transactional Queries– Users searching to perform a task.  This could include submitting time and leave information.  

Of course, there will be elements of each of these queries among users and we should design for all. However, there will most likely be one or two prevalent goal based query types.  Being aware of these goals can create a more efficient taxonomy design.  

Query Formulation
Examining the components of user queries by query analysis can help identify how users search. It is important to note any patterns that appear when analyzing user queries.  Common patterns to take note of include:

• Acronyms
• Technical Jargon
• Query Length
• Noun based Queries
• Verb based Queries

The common patterns found when analyzing the queries should be reflected in the taxonomy.  This will ensure that actual queries are echoed in the taxonomy, improving usability and findability among users.  

By applying usability and information science concepts to the taxonomy design process, you can maximize the findability of your content. Designing a user-centric taxonomy is only the the first step. Stay tuned for future blogs to learn more the remaining steps in designing and validating an effective taxonomy:

• Make Sure Your Facets Are Consistent (Step 2)
• Validate Your Taxonomy (Step 3)
• Measure the Findability of Your Content (Step 4)

Can’t wait? Contact Enterprise Knowledge for help with enhancing the usability and findability of your information.

In the following post we will be looking at the future of knowledge management (KM), specifically we will explore together the key tenets of what the field has to hold and how technology will change the role of the KM  practitioner.

Historical aspects of KM (some history nuggets that should be considered before reading on).  

The following timeline showcases the three generations of Knowledge Management (click image to view larger version on original post):

KM evolution is made up of three generations; there hasn’t been consensus on the third one and it´s not something that you will find in KM textbooks. However,  it is a picture of the reality surrounding KM at the moment.

It´s hard to pin-point an exact date for the beginning of KM. I personally like to refer to 1987 since in this year a very special book was published in England by Karl Sveiby and Tom Lloyd called “Managing Knowhow”. Although the term KM wasn’t used here it provided companies with a structured framework and business case in order to understand why organizations should start paying attention to their intellectual assets.

First generation KM was primarily IT driven and during this period we saw the rise of tools such as IBM´s Lotus Notes and the first Intranets (focus on information, not knowledge)

In 1995, Nonaka and Takeuchi published a book called the “knowledge creating company”. The Japanese authors warned KM practitioners that in order to drive KM success they needed to focus on people rather than IT. This advice would only be taken into consideration a decade later.

Nonaka and Takeuchi introduced the SECI model which became a cornerstone foundation for KM. Their approach meant that KM models should be looking closely at the way knowledge is generated within people in order to prepare a process to make knowledge generation and sharing much more easy (specially, in order to turn tacit knowledge into explicit).

Second generation KM was primarily people focused and looked to create processes based on Nonaka´s SECI model- how knowledge is generated, made explicit and socialised in organizations.

Following another 10 years we come to third generation KM and this is where something really interesting occurs. Going through the lessons learned obtained from many decades of work, third gen KM is founded on the idea of “going back to the basics”. What does this mean?

It means that KM needs to focus primarily on critical knowledge before investing in any tech solution or looking at specific actions. The reason I refer to 3rd Gen as C-Gen KM is because there are three powerful “Cs” present:Connectivity, collaboration and co-creation. In another post we will look at the underlying aspects of third gen KM but for the moment lets concentrate on some of the principal IT components surrounding the future of KM.

KM technology of the future (and right now!)

Third gen KM doesn’t discard IT. On the contrary, it requires tech more than ever before. But what sort of technology are we speaking of? The specific tech that is made present in current times and which will definitely shape the future of KM are four forms of technology that combined will make a big difference in companies:

• Cognitive technology
• Robotics
• Artificial Inteligence
• 3D printing

What new forms of knowledge management technology are changing the way KM is done?

This is the future of KM. Let's dig deeper now.

Have your heard of IBM´s Watson?  #Watson is a system created by IBM that integrates natural language processing and machine learning in order to reveal insights from various data sources. In short, it is able to learn and provide solutions. If you are fond of Jeopardy, a very popular american quiz show, then you will probably remember the episode when Watson competed with human participants and won! In order to win, Watson combined two separate areas of artificial intelligence research with winning results. Natural language understanding was merged with statistical analysis of vast, unstructured piles of text to find the likely answers to cryptic Jeopardy clues.

How did supercomputer Watson beat Jeopardy champion Ken Jennings? (Photo source: blog.ted.com)

So Watson in some way is able to replicate the human thought process in order to give meaning to the information it analyses. Powerful stuff for KM.

In fact, Watson is being used in medicine in order to provide expert advise to doctors who would have to otherwise undertake many hours or weeks of learning in order to correctly process information. For example there is a specific Watson solution for oncology in which doctors get  the assistance they need to make more informed treatment decisions. Watson for Oncology analyses a patient’s medical information against a vast array of data and expertise to provide evidence-based treatment options.

How is Watson helping the medical sector develop critical patient knowledge?

This new forms of cognitive systems that understand, reason and learn are helping people expand their knowledge, improve their productivity and deepen their expertise. In short, Watson is like an artificial brain. But a brain wont function unless it has a body and this is where advanced robotics comes in.

If we look at some of the advances in robotics, we find companies such as Boston Dynamics that are capable of producing robots with amazing human movement skills. For example, one their robots “Atlas” has a humanoid form and possesses articulated, sensate hands which will enable Atlas to use tools designed for human use. Atlas includes 28 hydraulically-actuated degrees of freedom, two hands, arms, legs, feet and a torso.

What would happen if these robots are plugged to a Watson like system? This is where cognitive technology and robotics give way to artificial intelligence.

If you got to this point, I am  sure that you might be thinking that this level of technology seems more sci-fi than reality. Just let me point out that this technology is already available and it is being used by a number of firms. You can even head down to the Watson portal, download the API´s and start using Watson at home!

Have you used 3D printing yet? I have, and I must admit it´s wonderful. I had second thoughts whether or not to include it as part of the tech that is changing KM, but I find it to be a powerful tool for tacit knowledge transfer. For example, two people working on separate locations can literally co-create prototypes as they share experiences and information. This means that you can touch and feel the outcome of the shared knowledge!

3D printing is a powerful tool for tacit knowledge transfer

Not only can we facilitate tacit knowledge transfer this way. Virtual reality is also helping in this regard and with the recent advances in the field we might experience learning in a whole new manner. I would like to invite you to check out the HoloLens website so that you can see it for yourself.  Microsoft combined virtual reality with hologram technology so that users can actually interact with the objects they see. In this sense, imagine what a knowledge transfer session would look like using this tech! I'm very eager to try out!

Microsoft HoloLens (source; https://www.microsoft.com/microsoft-hololens/en-us)

So KM is finding new forms of technology as opposed to traditional IT that dresses in the form of Intranets, databases and social networks. The future in this regard is very exciting for KM and there and many things we can expect in the short term. KM practitioners will have to start learning about this technology and a radical shift in their future role is that they might be summoned to feed this systems.

However this doesn’t mean that we should forget the focus of KM. “Going back to basics” entails understanding first what knowledge a company should focus on as opposed to managing all of your company’s knowledge. This is not wise and very dangerous   as you might be allocating resources and time in order to develop knowledge that is not related to the company strategic plans or primary results.

So exciting times are waiting for KM. It would be interesting to discuss the use of this technology in companies (which is already happening as we speak). I am particularly interested in following the advances made by Watson in the medical field as it is rapidly impacting outcomes and providing doctors with a knowledgeable resource in order to take action rapidly.