Enterprise Search

Why are PEOPLE not finding what they need to find?

Written by Ian Sharp PhD on Feb. 1st, 2019

You don't say?... PEOPLE, are not finding what they need to find. That's an interesting observation. People... What people? Are you sure?

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You're kind-of sure?... Not a problem... Not a problem... Well it's better than nothing right? Why are you kind-of sure?...

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Mhm. Ok. I'm hearing you say "thats been my experience". Gotcha. Is that correct?

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Great. Great. So we're on the same page. Would you have collected some data on that?

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No? Okay. Maybe a little?

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(Muffled Response!)

Why? No reason to be upset. Okay. No, that's okay. We're off to some kind-of start. Better than starting nowhere. Better than nowhere.

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Absolutely. Well, let's just try and move on to the next part as best we can. Then shall we?

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Good. Good. What do they need to find? What are the things you speak of?

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You don't know really?

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Ok. So there are a few things you're relatively certain are the 'right things' for them to find. Perfectly normal. Perfectly normal. What else can you tell me?

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How certain are you of these are the 'things'? Because people said so, or because you said so?

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Ok. Got it.

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No. Perfectly normal. I realize you're doing the best you can to speak for people you've hardly had a chance to talk to.

Is it fair to say people might not need to find these things? Are you sure it's not just "You want them to find these things?"

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I couldn't quite make that out.

(Muffled Response!)

Got it. That's ok. let's move on.

(muffled response)

No. I got it. Ok. Let's recap. I put all these things down in a list here. It says: there's people. You're pretty sure who they are, but you're not certain. You think they're not able to find what they need. You're not certain on that either, but you're compelled to speak for what they need on their behalf. You've told me what you think they need... and therefore what they need to find. You maintain we don't need to speak to any of them because you're the subject matter expert. Lastly, you've given some examples of what you think they should find.

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Does any of this sound familiar? Many questions are answerable, but many answers are certainly questionable - and more likely than not many questions are questionable too.