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Should you optimize your knowledge base for search or for browsing?
When it comes to maximizing findability of knowledge and information, it is assumed that users are likely to find it through search. Is this assumption true, asks Nick Milton, director for Knoco. Like so many things related to knowledge management (KM), Nick concludes that, it is not “either or” but “both-and”.
Why should we optimize for both the browsers and searchers? Many studies have revealed that browsers are the majority because search has its limitations—a lack of discovery. A user relies on search to find specific information the person knows that it is available. Rarely do they search for something they have never heard before. Therefore, if we take the behavior of a customer in supermarket as an example, if the customer sees more items, he buys more. So, optimize for browsers.
Similarly, optimize for searchers by incorporating a good tagging system and a good metadata structure. When it comes to optimizing your knowledge base keep in mind that some people will browse and find more than what they came for; some will search and need to find exactly what they asked for.
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