How IT can help users help themselves
There isn't much that's more frustrating than a really bad search - you know what information you're looking for, you may even know, generally, where to go to look for it. But when your search returns incorrect or irrelevant results -- or, even worse; zero results -- well, it's enough to make you want to scream.
Help yourself
Most users want to help themselves, and prefer to try to locate information or instructions they need on their own before calling in backup. IT departments are often the fall-back for users when the functionality of knowledge-base search is less than stellar, only adding to the frustration, says Matt Riley, CEO and co-founder of Swiftype, a site search and mobile application search company.
To read this article in full or to leave a comment, please click here