Blog Coveo Insights

Coveo Innovations Part 2: Where Should Your Enterprise Search Solution Reside? The Choice Should Be Yours

Posted by Tucker Hall on April 8, 2014

Continuing our series on Coveo technology innovations, let’s next explore options for delivering secure, unified information access when that information resides both on-premise and in the cloud.

Most organizations these days utilize some mix of cloud and on-premise technologies. Even companies that handle highly sensitive and private information or work in highly regulated industries have begun to embrace the cloud in various ways. More often than not, a “hybrid” IT infrastructure is now the norm.

To empower knowledge workers with the ability to find and explore the information they need to do their jobs efficiently, an effective enterprise search solution will securely crawl all of these systems – wherever they reside – and build a single, unified index of the organization’s content. Within this unified index, the solution will not only associate (and honor) all of the native permissions for each source system, but it will also identify themes and connections within the content itself, and enrich the index with intelligent metadata to help makes things (and people) more findable. This enriched index then serves as the “intelligent data layer” for all of the various role-specific search interfaces and search-based applications the organization deploys for knowledge workers. Read more and comment »

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Advanced Enterprise Search Today: The Value of Independence

Posted by Diane Berry on August 21, 2013

MagnifyingglassWhen you’re a technology provider, the biggest measure of success is whether you’ve helped your customer succeed. That’s all that matters. And as an advanced enterprise search provider specifically, all that matters is whether you can uncover insights from a wide variety of places to enable efficient knowledge access, helping your customers achieve better performance.

In order to evaluate each tool’s ability to deliver on those promises of advanced enterprise search and information contextualization, there are choices customers need to make between two types of technology providers – independent providers and “stack” or “platform” providers. In these circumstances, there are several key factors to consider:

Quality: Independent providers typically do one thing – and do one thing very well. These partners’ level of detail, research and focus leads to the potential for a higher-quality solution. Read more and comment »

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From the Harvard Business Review: How a Broken Knowledge Management System Can Be Fixed with Enterprise Search

Posted by Diane Berry on July 18, 2013

toolboxIt’s easy to fall into a routine at work. We’re consumed by a perpetual list of activities; focused on checking off one task and moving onto the next to be as productive as possible.

But if you take a step back from your daily routine, can you visualize how information flows throughout your company to help you complete those tasks? Where does that information originate from? Where is it stored? How is it accessed and shared? This information flow could actually be hindering your productivity more than you realize. For example, when looking for the right information and insight to complete a project, you may search your emails, servers, databases, fileshares, etc. Perhaps you try website search and then call a colleague for his/her expertise. Is there a process? And if so, is it effective?

A recent Harvard Business Review article looks at the information challenges faced by a leading outsourcer and IT consultant. The company’s information “flowed through hierarchies; geographies and functions operated in silos; most people weren’t aware of expertise elsewhere in the company; and few were collaborating to transfer best practices and help clients.” This flawed information flow prohibited employee collaboration in a globally dispersed company. In fact, the most central five percent of the company were bottlenecks – and if removed from the corporate network, the number of relationships in the company would drop by 29 percent. Read more and comment »

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Information Not Found, Again — Corporate 404 Infiltrates the Workplace, Proving Knowledge Management Challenges

Posted by Ed Shepherdson on July 11, 2013

20130711-155143.jpgA recent TED talk by Renny Gleeson on “the story of a page not found” got me thinking. When we land on a website’s “404 page not found” error message, we get upset and wonder why the website administrator would allow such a thing to happen. We also tend to expect that hitting the “send feedback” button will solve the problem in an hour or so. Unfortunately, this is not the case with finding knowledge within your organization, even after traditional knowledge management initiatives have ended.

Do you find in your day-to-day job, when you need information and knowledge, you end up going from application to application and then to Google, asking the same question, only to get results not relevant to your query? Sometimes, I just go to my friend Johnny – who knows everything – most of the time; but when even he doesn’t know, he’ll suggest I try the applications and website searches I’ve already tried. And then he’ll suggest I try Bill, who then tries Jane. And so on and so on it goes. (Knowledge management programs just don’t seem to work – and I would say it’s because knowledge can’t be managed.)

Why do we accept this? Why do we continue this inefficient, frustrating and wasteful cycle of search? We just go on our way and accept that we don’t have the information needed to complete daily tasks. Some studies even say that 40% of people pass on misinformation to give them a feeling that the task was completed. Is this the way to run a business? Is that the result of knowledge management? Read more and comment »

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Fixing the Onboarding Dilemma with Advanced Enterprise Search

Posted by Ed Shepherdson on June 28, 2013

OnboardingGraphicMany organizations sell and support complex products or services. In these types of organizations, the knowledge to navigate this complexity is collected over time based on experience. It becomes easy to recognize the “star” performers. But what about new people? How do they make them star performers from the start, able to quickly contribute?

The process of onboarding is one of the most important functions your organization can perform. Most organizations likely have an onboarding program, but I would be willing to bet they don’t look at the effectiveness of that program as a key part of their business. They sometimes question what they are teaching, but probably aren’t looking making the program more efficient.

It takes time to try and catch up to the company “go-to” people – but successful onboarding takes more than time. It’s also increasingly complicated, as highly competitive organizations are inundated with unprecedented amounts of new information; new systems and waves of new products released every couple of months (or weeks). Read more and comment »

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