The Patricia Seybold Group has prepared a report for WebSideStory called The Other Search: Making the Most of Site Search to Optimize the Total Customer Experience. It’s about using your site’s search statistics to provide a better experience for your users. It’s a good, broad paper (meaning it’s for all kinds of websites: content, e-commerce, customer service, lead generation) that starts from the premise that with the search tool your users “are telling you exactly what they want, in their own words†and that most website managers aren’t taking advantage of that info.
Further along:
I’ve watched people who created an entire knowledgebase and taxonomy unable to find a document they all remember recently reading. What hope do visitors have to divine your filing system? And why would you be willing to give up the insight derived from the unending stream of queries from your customers?
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