Recorded: December 8, 2011
What: A one-hour complimentary webinar, "Search is an Indication of Failure – Explore the Wisdom of Guided Web Self Service"
11:00AM PT / 2:00PM ET / 7:00PM GMT
Presenters: John Chmaj, Senior Practice Director at KANA
Watch the recording: Complete the form and get instant access to this webinar
Keyword searching has been accepted as a baseline method for finding what we want online – "just Google it". Yet is search really the best method to find something quickly and easily, especially when our information needs are quite specific or complex? Recent research suggests that we are most interested in rapidly defining our need and focusing the results, and from that perspective keyword search is a relatively weak approach. Join our live webinar with John Chmaj, Sr. Practice Director for Knowledge Management at KANA, to see specific examples of where and how search fails to deliver expected accuracy and clarity, especially when the need is detailed or personal.
In this event, we will also examine how effective context-driven approaches are with helping us find our best options for information and action, and how prevalent they really are. With just a bit of context and focus a user's experience can be transformed from a random set of term-driven results to highly tailored and intuitive interactions. By examining these larger goals of establishing context and focus, we can create breakthrough online service experiences, and also make best use of search as a powerful tool when serving, not defining, that context.
Complete the form and get instant access to this webinar.