November 10, 2015
The move to eliminate data silos in the corporation has gained another friend, we learn in Direct Marketing News’ piece, “Clarabridge Joins the Burn-Down-the-Silos Movement.” With their latest product release, the customer experience management firm hopes to speed their clients’ incorporation of business intelligence and feedback. The write-up announces:
“Clarabridge today released Clarabridge 7, joining the latest movement among marketing tech companies to speed actionability of data intelligence by burning down the corporate silos. The new release’s CX Studio promises to provide users a route to exploring the full customer journey in an intuitive manner. A new dashboard and authoring capability allows for “massive rollout,” in Clarabridge’s terms, across an entire enterprise.
“Also new are role-based dashboards that translate data in a manner relevant to specific roles, departments, and levels in an organization. The company claims that such personalization lets users take intelligence and feedback and put it immediately into action. CX Engagor expedites that by connecting business units directly with consumers in real time.”
We have to wonder whether this rush to “burn the silos” will mean that classified information will get out; details germane to a legal matter, for example, or health information or financial data. How can security be applied to an open sea of data?
Clarabridge has spent years developing its sentiment and text analytics technology, and asserts it is uniquely positioned to support enterprise-scale customer feedback initiatives. The company maintains offices in Barcelona, London, San Francisco, Singapore, and Washington, DC. They also happen to be hiring as of this writing.
Cynthia Murrell, November 10, 2015
November 2, 2015
I read “AT&T Lawyers Want You To Know That AT&T’s CEO Will Never Listen To Customer Suggestions.” According to the write up:
Effectively, AT&T’s saying it will field no consumer recommendations. What, exactly, is the temperature in that icy, inhuman bunker, fellas? AT&T proceeds to inform the Times that the reason it treats all of its customers like potential enemies…
With many enterprise search vendors offering their systems as a solution to customer service challenges, I wonder what “customer service” means. For AT&T, the notion of customer service triggers thoughts of legal hassles. For search vendors, customer service may be a precursor to much-needed revenue.
But for customers, the idea of customer service is a chimera.
Stephen E Arnold, November 2, 2015
September 9, 2015
We love it when articles make pop cultures references as a way to get their point across. Over at Easy Ask, an articled entitled “ ‘You Can’t Always Get What You Want’ – The Realities of eCommerce Search” references the Keith Richards and Mick Jagger song explaining how a Web site loses a customer. The potential customer searches for an product, fails to find using the search feature, so the person moves onto a new destination.
What happens is that a Web site search function might not understand all the query terms or it might return results that fail to meet the shopper’s need. The worst option any eCommerce shop could show a shopper is a “no results found” page. It might be a seem like simple feature to overcome, but search algorithms need to be fine tuned like any other coding. The good news that decent eCommerce searches have already been designed.
“How can you avoid these misunderstandings? One approach is to employ search software that understands the words in the search and how they relate to each other and the site’s catalog. These search engines are called ‘Contextual Search’ and employ ‘Natural Language Processing’ software. Remember diagramming sentences in elementary school and identifying the nouns, verbs, adjectives, etc. Knowing the role of a word in a website search helps find the right products.”
Contextual search that uses natural language processing treats queries based on a user’s true intentions, rather than giving each term the same weight. Contextual search is more intuitive and yields more accurate results. The article finishes by saying the customers “get what they need.” Ah, what a wise use of The Rolling Stones.
September 9, 2015
Developers have a new tool for incorporating search data directly into apps, we learn in “Bing Snapshots First to Bring Advanced In-App Search to Users” at Search Engine Watch. Apparently Google announced a similar feature, Google Now on Tap, earlier this year, but Microsoft’s Bing has beaten them to the consumer market. Of course, part of Snapshot’s goal is to keep users from wandering out of “Microsoft territory,” but many users are sure to appreciate the convenience nevertheless. Reporter Mike O’Brien writes:
“With Bing Snapshots, developers will be able to incorporate all of the search engine’s information into their apps, allowing users to perform searches in context without navigating outside. For example, a friend could mention a restaurant on Facebook Messenger. When you long-press the Home button, Bing will analyze the contents of the screen and bring up a snapshot of a restaurant, with actionable information, such as the restaurant’s official website and Yelp reviews, as well Uber.”
Bing officials are excited about the development (and, perhaps, scoring a perceived win over Google), declaring this the start of a promising relationship with developers. The article continues:
“Beyond making sure Snapshots got a headstart over Google Now on Tap, Bing is also able to stand out by becoming the first search engine to make its knowledge graph available to developers. That will happen this fall, though some APIs are already available on the company’s online developer center. Bing is currently giving potential users sneak peeks on its Android app.”
Hmm, that’s a tad ironic. I look forward to seeing how Google positions the launch of Google Now on Tap when the time comes.
Cynthia Murrell, September 9, 2015
August 6, 2015
There is nothing more frustrating than being unable to locate a specific piece of information on a Web site when you use its search function. Search is supposed to be quick, accurate, and efficient. Even if Google search is employed as a Web site’s search feature, it does not always yield the best results. Thunderstone is a company that specializes in proprietary software application developed specifically for information management, search, retrieval, and filtering.
Thunderstone has a client list that includes, but not limited to, government agencies, Internet developer, corporations, and online service providers. The company’s goal is to deliver “product-oriented R&D within the area of advanced information management and retrieval,” which translates to them wanting to help their clients found information very, very fast and as accurately as possible. It is the premise of most information management companies. On the company blog it was announced that, “Thunderstone Releases Webinator Web Index And Retrieval System Version 13.” Webinator makes it easier to integrate high quality search into a Web site and it has several new appealing features:
- “Query Autocomplete, guides your users to the search they want
- HTML Highlighting, lets users see the results in the original HTML for better contextual information
- Expanded XML/SOAP API allows integration of administrative interface”
We like the HTML highlighting that offers users the ability to backtrack and see a page’s original information source. It is very similar to old-fashioned research: go back to the original source to check a fact’s veracity.
Whitney Grace, August 6, 2015
July 30, 2015
For anyone using open-source Unix to work with data, IT World has a few tips for you in “The Best Tools and Techniques for Finding Data on Unix Systems.” In her regular column, “Unix as a Second Language,” writer Sandra Henry-Stocker explains:
“Sometimes looking for information on a Unix system is like looking for needles in haystacks. Even important messages can be difficult to notice when they’re buried in huge piles of text. And so many of us are dealing with ‘big data’ these days — log files that are multiple gigabytes in size and huge record collections in any form that might be mined for business intelligence. Fortunately, there are only two times when you need to dig through piles of data to get your job done — when you know what you’re looking for and when you don’t. 😉 The best tools and techniques will depend on which of these two situations you’re facing.”
When you know just what to search for, Henry-Stocker suggests the “grep” command. She supplies a few variations, complete with a poetic example. Sometimes, like when tracking errors, you’re not sure what you will find but do know where to look. In those cases, she suggests using the “sed” command. For both approaches, Henry-Stocker supplies example code and troubleshooting tips. See the article for the juicy details.
Cynthia Murrell, July 30, 2015
July 23, 2015
Everyone is vying for a first look at the upcoming SharePoint 2016 release. In reality those details are just now starting to roll in, so little has been known until recently. The first true reveal came from Bill Baer at this spring’s Microsoft Ignite event. CIO distills Baer’s findings down into their article, “SharePoint 2016: What Do We Know?”
The article says:
“The session on SharePoint 2016 was presented by Bill Baer, the head of SharePoint at Microsoft. This was the public’s first opportunity to learn what exactly would be in this version of the product, what sorts of changes and improvements have been made, and other things to expect as we look toward the product’s release and general availability in the first quarter of next year. Here’s what we know after streaming Baer’s full presentation.”
The article goes on to discuss cloud integration, migration, upgrades, and what all of this may point to for the future of SharePoint. In order to stay up to date on the latest news, stay tuned to ArnoldIT.com, in particular the dedicated SharePoint feed. Stephen E. Arnold has made a career out of all things search, and his work on SharePoint gives interested parties a lot of information at a glance.
Emily Rae Aldridge, July 23, 2015
July 21, 2015
There is enough news regarding the upcoming SharePoint Server 2016 release to keep every tech writer busy around the clock. Users are crafting expectations and experts are analyzing the little bits of pieces that have become known. Now a known expert, Asif Rehmani, is weighing in with his early assessment. Read more in the Redmond article, “Microsoft MVP Talks SharePoint 2016, Deprecated InfoPath and Getting Help.”
The article begins:
“Microsoft plans to improve usability aspects with its forthcoming SharePoint Server 2016 product, but people still will need help when it arrives. And that’s where Asif Rehmani comes into play. He’s tracked SharePoint from the beginning as a lecturer, educator and trainer and is a nine-year Microsoft Most Valuable Professional for SharePoint.”
The article goes on to discuss some of Rehmani’s thoughts on the upcoming release, including user expectations and how the cloud will integrate into the new version. Stephen E. Arnold is another expert who has his eye on the latest SharePoint news. He reports his findings in an easy to follow format on his Web service, ArnoldIT.com. In fact, his SharePoint feed is one of the go-to destinations for SharePoint tips and tricks on the Web.
Emily Rae Aldridge, July 21, 2015
July 20, 2015
Here we go again, the same old panic song that has been sung around the digital landscape since the advent of portable devices: the publishing industry is losing money. The Guardian reports on how mobile devices are now hurting news outlets: “News Outlets Face Losing Control To Apple, Facebook, And Google.”
The news outlets are losing money as users move to mobile devices to access the news via Apple, Facebook, and Google. The article shares a bunch of statistics supporting this claim, which only backs up facts people already knew.
It does make a sound suggestion of traditional news outlets changing their business model by possibly teaming with the new ways people consume their news.
Here is a good rebuttal, however:
“ ‘Fragmentation of news provision, which weakens the bargaining power of journalism organisations, has coincided with a concentration of power in platforms,’ said Emily Bell, director of the Tow Center at Columbia university, in a lead commentary for the report.”
Seventy percent of mobile device users have a news app on their phone, but only a third of them use it at least once a week. Only diehard loyalists are returning to the traditional outlets and paying a subscription fee for the services. The rest of the time they turn to social media for their news.
This is not anything new. These outlets will adapt, because despite social media’s popularity there is still something to be said for a viable and trusted news outlet, that is, if you can trust the outlet.
Whitney Grace, July 20, 2015
July 6, 2015
Searching the Web you can find the most amazing and obscure items, such as this little gem from the Securities and Exchange Commission’s Web site: “Schedule 14A” registered by Google Inc. Schedule 14A explains information required for an SEC proxy statement, which is given to stockholders when votes are solicited at stockholders’ meetings. This Schedule 14A lists many of the high-tech projects Google is working on to improve the lives of people. Google founder Sergey Brin supposedly writes the schedule, but more than likely is was written by an assistant and his name was signed at the end.
It opens with this brief passage:
“When Larry and I founded Google in 1998, many elements came together to make our work possible. Like other companies at the time, we benefited from the increasing power and low cost of computation and from the unprecedented shift of information to the internet. We shared a profound belief in the power of technology to make life better for people everywhere and imagined what life could be like 10, 15, 20 years down the road. Nevertheless, now that we are here, I am amazed at the progress and opportunities. For example, I could not have imagined we would be making a computer that fits in a contact lens, with the potential to make life better for millions of people with diabetes.”
It is followed by a description of the contact lens that measures glucose levels in a body, then it goes into how Google revolutionized search and in turn delivered high-end services like email and Google Photos.
What Google piece would be complete without mentioning the self-driving cars? Autonomous cars came about by increased computation power, but at least they do mention it will be sometime before they are ready for consumers.
Google does have an impressive list of accomplishments, sure to please any stockholder. The question is will there be anything they will not experiment with?
Whitney Grace, July 6, 2015