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	Table of contents Introduction The nature of the problem Importance of effective search Screenshots in this report What is not in this report No vendors or products No implementation details Intranets, not websites Intranets, not enterprise search Not search engine optimisation Key recommendations Making it happen Principles of effective search Search should work like magic Ensure relevance Provide strong 'information scent' Build trust and confidence Understand search needs and behaviour Do work on behalf of users It's not a training problem Selecting a new search tool Evaluating the current search engine Selecting a new search engine Useful resources Nine steps to improved intranet search Summary of steps Step 1: Search engine familiarisation Reviewing product manuals Limits of self-taught knowledge Step 2: Understanding staff needs Staff interviews Workplace observation Usability testing Surveys Usage statistics Planning the research Search personas Creating personas Two personas Patrick Hunt (general search user) Lisa Turnbull (specialist search user) Step 3: Refining the search interface Search for general users Search for specialist users ‘Advanced’ search Search interface options Step 4: Refining the search results General principles Search results for general users Search results for specialist users Dividing the search results page Options for the search results page Options for each search hit Improving search aesthetics Step 5: Search engine tuning Search engine weightings Ensuring all pages are indexed Searching documents Default to ‘and’ Spell checking ‘Sounds like’ and fuzzy matching Stemming Metadata Step 6: Search engine usage reports Value of search engine reports Most popular searches report Failed searches report Further reports Implementing the reports Making use of the reports Step 7: Key search enhancements Search engine synonyms ‘Best bets’ Other enhancements Step 8: Usability testing About usability testing What to test Sample tasks When to test Who to test Using the results Step 9: Allocating ongoing resources Ownership of search Ongoing activities Advanced search approaches Enterprise search Federated search Faceted search Taxonomies and search Search as browse Multilingual search Search as knowledge management Other Step Two Designs products Intranet Roadmap Content Management Requirements Toolkit Staff Directories report Intranet Review Toolkit

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