Library, School, or Organization Name: Knowledge & Library Services, Harvard Business School
Area of the World from Which You Will Present: Boston, MA, USA
Language in Which You Will Present: English
Target Audience(s): Information Architects, Search Managers
Short Session Description (one line): This session describes how the Knowledge & Library Services (KLS) group at Harvard Business School (HBS) developed findability standards and is implementing them school-wide.
Full Session Description (as long as you would like): In many organizations, end-users are usually faced with a multitude of individually designed ways to find information, particularly through different search UIs. Diverse interfaces include varying content, and may be missing important content found elsewhere. Typically, there are no findability practices support system in place, nor are there formal response systems by which end-users may provide feedback. This results in users not finding information they need..
To alleviate this problem and to support an effective findability experience, the KLS group at HBS developed a set of core findability standards. The standards are grouped by components such as the interface, the search technology, the content management/content creation processes, as well as the governance/management of the standards. Adoption of these standards will make it easier for end-users of HBS content to discover or locate valuable information. The main point of this presentation is that the search engine and UI are only two components of an effective findability system, the others being user research, content, and processes followed by creators of the content. All these components need to work well for optimal search UX. So search is not a technology problem but rather an information management one.
This session will cover what findability means in the HBS context, why the standards were needed, how they were developed, and how they are being implemented. While this is a case study of how this work was done at HBS, this session will present a findability framework and approach which can be adopted/adpated for use at other organizations.
Note: Due to time constraints, only a sampling of the standards will be presented during this session. But I would be happy to share the complete list with anyone who is interested and have follow-up conversations.