Your site search isn't as important as you think
Many times I've heard from colleagues who want to make our help website search the top priority and I think they’re really missing more important priorities that are much more effective in assisting customers in finding relevant content (and site features/functions). Step back for a moment and consider your site search compared to a Google search. (For that matter even compare to Bing and Yahoo search.) The technology is fundamentally different. Google indexes every page its crawler can access. Your site search has a finite amount of content to index. Google looks at what pages are the most popular both from links to (the pages) and click-throughs (and so much more). At best your search engine knows page popularity, which will become a problem for new content and may likely become a bit of a self-fulfilling prophecy. Most people will search with 1 to 3 keywords -- only sometimes using a phrase. Google has a rich history of search results related to those words and what’s ...