Enterprise search and discovery capability: the factors and generative mechanisms for user satisfaction.

Many organizations are re-creating the 'Google-like' experience behind their firewall to exploit their information. However, surveys show dissatisfaction with enterprise search is commonplace. No prior study has investigated unsolicited user feedback from an enterprise search user interface to understand the underlying reasons for dissatisfaction. A mixed methods longitudinal study was undertaken analysing feedback from over 1,000 users and interviewing search service staff in a multinational corporation. Results show that 62% of dissatisfaction events were due to human (information & search literacy) rather than technology factors. Cognitive biases and the 'Google Habitus' influence expectations and information behaviour, and are postulated as deep underlying generative mechanisms. The current literature focuses on 'structure' (technology and information quality) as the reason for enterprise search satisfaction, agency (search literacy) appears downplayed. Organizations which emphasise 'systems thinking' and bimodal approaches towards search strategy and information behaviour may improve capabilities

The collaborative index

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.Information-seekers use a variety of information stores including electronic systems and the physical world experience of their community. Within electronic systems, information-seekers often report feelings of being lost and suffering from information overload. However, in the physical world they tend not to report the same negative feelings. This work draws on existing research including Collaborative Filtering, Recommender Systems and Social Navigation and reports on a new observational study of information-seeking behaviours. From the combined findings of the research and the observational study, a set of design considerations for the creation of a new electronic interface is proposed. Two new interfaces, the second built from the recommendations of the first, and a supporting methodology are created using the proposed design considerations. The second interface, the Collaborative Index, is shown to allow physical world behaviours to be used in the electronic world and it is argued that this has resulted in an alternative and preferred access route to information. This preferred route is a product of information-seekers' interactions 'within the machine' and maintains the integrity of the source information and navigational structures. The methodology used to support the Collaborative Index provides information managers with an understanding of the information-seekers' needs and an insight into their behaviours. It is argued that the combination of the Collaborative Index and its supporting methodology has provided the capability for information-seekers and information managers to 'enter into the machine', producing benefits for both groups

Intranet of the future: functional study, comparison of products and practical implementation

Future intranet: functional study, comparison of products and practical implementation 1. Introduction The project has fulfilled three goals: 1) To perform a study of the functionalities which have to be covered in a modern intranet (web 2.0, unified communication, collaboration, etc) 2) To perform a comparison of tools of the market which can be used to implement intranets (commercial and open source products) 3) To test three of these tools (Oracle WebCenter, Liferay Portal and Microsoft SharePoint) and develop a prototype with Oracle WebCenter. In addition, it includes a research about the evolution of the Intranets among the time, as well as a work to discover the current state of this kind of platforms over the entire world. In this introductory research it is also convenient to include other topics which are not strictly technical involving the use of this Intranet. To be more concrete, there is an analysis of the importance of the human role and management of the Intranet, the process of deploying a new Intranet in an organization and methods to evaluate the performance of this new system.   2. Functional study The approach taken to fulfil this goal is to develop a theoretical model describing the relationship between the Intranet and its users, and a complete set of functionalities which could be covered in the Intranet of the future. These functionalities are categorized in groups. The project describes these groups and the functionalities included on them. 3. Comparison of products The project will describe and compare several technologies which can be used to develop an Intranet that we have previously modelled. The purpose here is to discover the strong points and weaknesses of each technology if it was used to develop the Intranet we desire. After having done such a review, the project focuses on three technologies and performs an extensive evaluation of them. Finally, an extensive comparison between these three technologies is done, highlighting where they offer better solutions and performance compared to the other possibilities. 4. Practical implementation The project focuses on three technologies: Oracle WebCenter, Liferay Portal and Microsoft SharePoint. Then, a prototype which covers a set of functionalities of the modelled Intranet has been built with Oracle WebCenter

Addressing the Inadequacies of Information Available on the Internet: The Prospect for a Technical Solution

In the past ten years the Internet has been the carrier and transmitter of vast amounts of information. Most of it has never been subjected to peer review or even casual review and has therefore been the source of misinformation. Additionally, there is need for more researchers to utilize critical thinking techniques of evaluating the credibility of sources. This paper chronicles my critical and creative thinking processes and results regarding these three areas of the information problems that are prevalent on the Internet. The first area is the problem of bad, biased or incorrect information including hoaxes and scams. I used critical thinking techniques to analyze these areas to provide a basis to define a problem to be solved. The second area of concern is the critical thinking process that should be used to evaluate the reliability of resources and the credibility of information. This process can help prevent the Internet user from being a victim of bad or biased information. The third area deals with similar problems of information that were solved both inside and outside the Internet that could provide bases for solutions. Here, I used critical thinking in regard to other possible outcomes. I discuss what other industries such as consumer product review companies and academia have done to deal with similar problems. I take a look at Underwriters Laboratories and others who devised systems that verified the quality of product as well as research methods that assure quality of information. I developed a conceptual framework for a software-based solution that can help assure that high quality information is presented on the Internet. I used a process of divergent and convergent thinking to arrive at a best solution. The solution allows for those who use the Internet data to leave information with or without leaving evaluation comments that describe the quality and usefulness of what was presented. The results of this user feedback are not only available to others who search for this information, but it can be presented in a prioritized form from most reviewed to least reviewed thus saving researchers time and effort while assuring a better quality of information

KP-LAB Knowledge Practices Laboratory -- Specification of end-user applications

deliverablesThe present deliverable provides a high-level view on the new specifications of end user applications defined in the WPII during the M37-M46 period of the KP-Lab project. This is the last in the series of four deliverables that cover all the tools developed in the project, the previous ones being D6.1, D6.4 and D6.6. This deliverable presents specifications for the new functionalities for supporting the dedicated research studies defined in the latest revision of the KP-Lab research strategy. The tools addressed are: the analytic tools (Data export, Time-line-based analyser, Visual analyser), Clipboard, Search, Versioning of uploadable content items, Visual Model Editor (VME) and Visual Modeling Language Editor (VMLE). The main part of the deliverable provides the summary of tool specifications and the description of the Knowledge Practices Environment architecture, as well as an overview of the revised technical design process, of the tools’ relationship with the research studies, and of the driving objectives and the high-level requirements relevant for the present specifications. The full specifications of tools are provided in the annexes 1-9

Mobile Service Clouds: A self-managing infrastructure for autonomic mobile computing services

Abstract. We recently introduced Service Clouds, a distributed infrastructure designed to facilitate rapid prototyping and deployment of autonomic communication services. In this paper, we propose a model that extends Service Clouds to the wireless edge of the Internet. This model, called Mobile Service Clouds, enables dynamic instantiation, composition, configuration, and reconfiguration of services on an overlay network to support mobile computing. We have implemented a prototype of this model and applied it to the problem of dynamically instantiating and migrating proxy services for mobile hosts. We conducted a case study involving data streaming across a combination of PlanetLab nodes, local proxies, and wireless hosts. Results are presented demonstrating the effectiveness of the prototype in establishing new proxies and migrating their functionality in response to node failures.

Weighting Document Genre in Enterprise Search

The creation of an Enterprise Search system involves many challenges that are not present in Web search. Searching a corporate collection is influenced both by the structure of the data present in the collection and by the policies of the corporation. These structures and policies may differ from corporation to corporation, and from collection to collection. In particular, an Enterprise Search system must take a document's genre into account. Examples of document genre within a corporate collection might include FAQs, white papers, technical reports, memos, emails and chat messages. Depending on an individual's current work task, it might be appropriate to give one genre a greater weight than another during the processing of a search request. Moreover, this weighting may change as the individual's work task changes. The work presented in this thesis adapts the Okapi BM25 scoring function to weight term frequency based on the relevance of a document genre to a work task. The method utilizes two user-provided resources, relevance judgments and clickthrough data, to estimate a realistic weight for each task-genre relationship. Using this approach, the method matches the purpose of each user search request with the purpose of each document. Therefore, the proper documents are returned to the user and her/his need can be fulfilled. The method has been incorporated into a prototype search engine, X-site, currently deployed on a corporate intranet. X-Site is a contextual search engine that uses the relationships between work tasks and document genres to improve search precision for software engineers. The system provides a customized and user-controlled means of refining search results to suit the task context of a user. Through X-Site, each employee can make a single search request and has access to documents from the Internet, a corporate intranet, and Lotus Notes databases