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Rob Faulkner • Wow... a lot of input, and a lot of good ideas. In my experience there can be major liabilities with all of these more "global" concepts, however. No secret... Meta data is key for both getting your site found to begin with, as well ...

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Patrik Bergman • Several of you mention the importance of adding good metadata. Since this doesn't come natural to all employees, and the wording they use can differ - how do you establish a baseline for all regarding how to use metadata consistently...

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@Bob. I recognise your first 2 points. The third however might be a symptom or result, not a cause. Or is it information skills you are refering to? How come metadata are not used? Clearly there is a rationale to put some effort in this? @Nigel. I...

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Luc de Ruijter • @Nigel Are (customer) keywords the real cause for not finding stuff? In my opinion this limits the chalenge (of building effective intranet/websites) to building understandable navigation patters. But is navigation the complete story...

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Karen Glynn • Luc, the info came from the Neilsen group Helen Bowers • @Karen Do you know if the Neilsen info is available for anyone to look at? Karen Glynn • I don't know to be honest - it was in one of the 'paid for' reports if I remember corre...

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Suzanne Thornley • Just another few to add (sorry 5 not 3 :-): 1. Search engine is not set up correctly or used to full potential 2. Old content is not deleted and therefore too many results/documents returned 3. Documents have no naming conventio...

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Hans Leijström • Great posts! I would also like to add lack of quality measurements (e.g. number of likes, useful or not) and the fact that the intranets of today are not social at all... Caleb Lamz • I think everyone has provided some great reasons...

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Hi Luc, I think regarding Comms not listening that it is two way. If people are expecting to find something with a certain title or keyword and comms aren't recognising this (or not providing adequate navigation to find it) then the item is unlikely ...

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Dan Benatan • Having researched this issue across many diffferent company and departmental intranets, my most frequent findings are: 1. A complete lack of user-centred design. Content that many members of the organization need to access is structure...

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@all. The list of root causes remains small. This is not surprising (it would be really worrying if the list of causes would be a long list). And it is good to learn that we encounter the same (few but not so easy to solve) issues. Still, in our lin...

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Bob Meier • I really like Nigel's point about the importance of feedback loops on Intranets, and without those it's hard to build a system that's continually improving. I don't have any data on it, but I suspect most companies don't regularly review ...

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I agree with Bob but I'd add to point two not speaking our user base's language. How many companies offer a failure to find for example (i.e.if you fail to find something in a search you submit a brief form which pops up automatically stating what yo...

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Steven Osborne • 1) Its not there and never was 2) Its there but inactive so can no longer be accessed 3) Its not where someone thought it would be or should be or its not called what they thought it was called or should be called Marcus Hamilton-...

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Patrik Bergman • Thanks Luc. It seems SharePoint gives us some basic metadata handling, but perhaps we need something strong in addition to SharePoint later. Simon Evans • My top three? 1) The information being searched does not actually exist or e...

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Karen Glynn • I think the third one listed by Bob is an effect not a cause. Anothe cause could be data being structured in ways that employees don't understand - that might be when it is structured by departments, so that users need to know who does...

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Bob Meier • Don't know if these are top 3, but they're pretty common find-ability issues: 1. Lack of metadata. If there are 2000 documents called "agenda and minutes" then a search engine, fancy intranet, or integrated social tool won't help. 2. ...

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Luc de Ruijter • @Patrik. Metadata are crucial. I've been using them since 2005 (Tridion at that time).You can build a lot of functionality with it. And it requires standardisation. If everyone adds his own meta, this will not enable you to create so...

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Terry Golding • Can I play devils advocate and ask WHY you feel meta data is so vital? Dont misunderstand me I am not saying that it is not important, but I cant help feeling that just saying meta data as a reason for not finding things is rather a s...

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Anne-Marie Low • The one other thing I think missing from here (other than lack of metadata, and often the search tool itself) is too much content, particularly out of date information. I think this is key to ensuring good search results, making sure...

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Michael Rosager • @ Simon. I agree. Findability and search can never be better than the content available on the intranet. Therefore, non-existing content should always be number 1 Some content may not be published with the terminology or langua...

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