Among other reasons, there are these startling two:
Keyword search is often a turnoff. Users say that hitting on the right combination of keywords to get the information is too difficult.
As many as two-thirds of enterprise search system users report that other means must be used to find needed information
Silver bullets promised by enterprise search vendors have been taxonomies, natural language processing, "intelligent systems that discover the meaning of documents using latent semantic indexing", and various hybrids.
Studies have shown that people expect the following:
Offer a web page that gives users specific suggestions and options with hotlinks to topics, categories, and key subjects.
Include a search box, but provide the user with point and-click options and a way to get started on the quest for the needed information without requiring the user to frame a keyword query.
Allow the user to drill down or jump across topics. The technology should make it easy to explore the available information and—equally important—to backtrack or find a previously displayed piece of information.
Arnold lists four companies he has tested that "point to the future".
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