Using Keywords and the Alternate Keyword Library to Improve Search Results in Eureka

1. Using Keywords and the Alternate Keyword Library to Improve Search Results in Eureka

2. Goals for Using Keywords • Ensure that users can find helpful information through searching in a variety of ways (by words, by phrases, by questions). • Maximize chances that the most relevant pages or scenarios are high up in the list on the search results. • Minimize irrelevant search results.

3. The Role of Keywords in Searches When the user searches the site, a page or scenario will appear in the search reports according to the following rules: • Pages and scenarios with names that are exact matches to the search string appear at the top of the list. • Other pages and scenarios will appear as search results if the words searched for match the words entered as Primary Keywords and Secondary Keywords for that page. • The resulting pages will be ranked based on the number of words that match the keywords. • Primary Keywords are weighted more heavily than Secondary Keywords.

4. Adding Keywords to Pages and Scenarios In order for a page or a scenario to come up as a search result, the keyword must be an exact match to the word entered by the user, including spacing and punctuation (but not capitalization). The Alternate Keyword Library can be used to set groups of words that are treated the same by the search (but more on that in a bit!) These keywords are entered in the Information view of the Page Editor (for Eurekas) or the Scenario Editor (for RF Unit Training and Coaching Training).

5. Adding Keywords to Pages and Scenarios To add keywords to a page or scenario: • To enter keywords for a page in a Eureka, open the Page Editor for that page.To enter keywords for an RF Unit Training scenario or a Coaching Training scenario, open the Scenario Editor for that scenario. • Click the Information tab in the upper-right corner to open the Information view.

6. Adding Keywords to Pages and Scenarios

7. Adding Keywords to Pages and Scenarios To add keywords to a page or scenario (continued): • Enter words that strongly describe the page or scenario into the Primary Keywords field of the Information view. • Enter words that give additional information in the Secondary Keywords field of the Information view. • After you have entered the keywords (and the description for search results and any notes you’d like), make sure to click Save Changes.

8. Adding Keywords to Pages and Scenarios Strategies: • Be specific.When you write keywords, think about the unique words that describe the page, and avoid general terms or terms that would describe many pages in Eureka.For example, for a page on How to Stock Shelves in the Store, you may want to use “stock” and “shelves” as keywords, but avoid general words like “store”, “how”, and certainly “in”. Almost every page in Eureka has something to do with the store.

9. Adding Keywords to Pages and Scenarios Strategies: • Think conceptually.When you are writing keywords, focus on what the page is about. Think about the concepts it addresses, not about the words on the page.For example, in Eureka-Front End, a user may want to know about the content on the page Speedweaving.If the keywords are all related to the page terminology, such as:speedweaving, speed-weaving, etc.users won’t find the page unless they know the terminology. But keywords based on concepts, such as: speed, checkouts, bagging, scanning, checkout, etc.will help users find what they need.

10. Adding Keywords to Pages and Scenarios Strategies: • Think about when users will need this information.When you are writing keywords, consider when and why it will help users. What questions does it answer? What problems can it help them solve? How will they search for it? Make sure the keywords you enter match those you think the user will be looking for.

11. Adding Keywords to Pages and Scenarios Strategies: • Give it a test run.After you have written the keywords for a page or scenario, try to search for it yourself. Try different strategies – by different words, by phrases, by questions. See what pages come up in the search results.Even better, have someone else try to search for it. If your page or scenario does not come up in the search results, you may want to go back in to add keywords to the Information view or to the Alternate Keyword Library. If the desired result is buried underneath irrelevant results, you may want to go back and check those pages for overly-general keywords.

12. Handling Users' Idiosyncrasies Users don't think like authors. They don’t necessarily use technical or HQ terminology; they make typos; they misspell words.  It’s your job as the author to make sure users can find what they want anyway. Alternate keywords give you a shorthand, reliable way to do so. 

13. Using the Alternate Keyword Library To increase the odds that the user will find the page he or she is looking for, enter alternate keywords in the Alternate Keyword Library once rather than entering them for every page. These alternate keywords should include synonyms, common misspellings, various word tenses, and common punctuations.

14. Using the Alternate Keyword Library Effective use of the Alternate Keyword Library can help to: • Increase the chances of a successful search. Because you define sets of interchangeable words, the chances of a match are increased. • Decrease rework. Alternate keywords only need to be entered once, not on every page. You just need to enter one for the page, and all the words in the group will come up as a match. • Improve consistency. The alternate keyword library is shared not only within all the pages and scenarios within a site, but among all sites in Eureka.

15. Using the Alternate Keyword Library To open the Alternate Keyword Library: • From the Site Editor, the Page Editor, or the Scenario Editor (for RF Unit Training), click TOOLS… • Select Open Alternate Keyword Library…

16. Using the Alternate Keyword Library

17. Using the Alternate Keyword Library To change the Alternate Keywords: • To add, edit or remove a word from an existing group of alternate keywords, make the changes to the words in the group.To add a new group, scroll down to the end of the list and add the new group of words, each separated by a comma or space, to the blank line at the end of the library. It will be automatically alphabetized when you close the library. • Click OK.

18. Using the Alternate Keyword Library But using the Alternate Keyword Library effectively takes much more than just knowing how to use it… It takes knowing strategies for how to use it well.

19. Alternate Keyword Library Strategies: • Add words that can be used interchangeably. For example: planogram, POG, merchandising, presentation, display, schematic, planograms, POGs, presentations, displays This alternate keyword group will help users find information on planograms, regardless of how they search for them. And it will reduce authoring time – you’ll only need to enter one of these words each time, not all of them.

20. Alternate Keyword Library Strategies: • But be specific. Don’t include words that are only loosely related in the same alternate keyword group. It could lead to search results that are irrelevant and push helpful results down on the list.For example, in Eureka-Front End many of the pages deal with coaching team members, so it might be tempting to include “coach” and “team” as an alternate keyword group. That would make it faster for Front End authors – they would not need to keep entering both “coach” and “team” in the keywords.But it would have a negative impact on searching in other sites. Users would be bogged down in unrelated search results.

21. Alternate Keyword Library Strategies: • Make sure the group of interchangeable words is universal. The Alternate Keyword Library is shared among all of the sites in Eureka, so any alternate keyword groups that you set for one page or one project will be used across the board. If you have a group of words that you want to be treated similarly in one specific case, put the alternate keywords in the page information, not in the Alternate Keyword Library.Before you add a new keyword group, think about how it will affect other projects.

22. Alternate Keyword Library Strategies: • Add common misspellings and alternate spellings of words, various punctuation, plurals, and different tenses of verbs. Some examples: • receivable, recievable, receivables, recievables • member, members, member's, members‘ • stock, stocks, stocking, stocked

23. Alternate Keyword Library Strategies: • Avoid unnecessarily using the same keyword in multiple groups. Having the same word in multiple groups can lead to too many search results, and creates extra work when someone else wants to use the library. The following groups are all in the Alternate Keyword Library: • beverage, beverages, drink, drinks, soda, pop, sodapop, Coke, Pepsi • beverage, beverages, drink, drinks, soda, pop, sodapop, Coke, Pepsi, coca-cola, Pepsi-Cola, cola • Pepsi-Cola, soda, pop, coca-cola, Coca, cola, Coke, Pepsi To avoid the accidentally duplicating keyword groups, check existing groups before creating a new one.

24. Alternate Keyword Library Strategies: • But you can use the same word in multiple groups when appropriate. For example, the word “stocking” may appear in the following groups: • stock, stocks, stocking, stocked • nylons, pantyhose, stocking, stockings, hosiery But keep in mind that if someone searches for information on stocking the shelves that they will get information on hosiery. And if someone searches for information on hosiery, they’ll get information on stocking the shelves.

25. Keywords And when you are adding keywords to a page or to the Alternate Keyword Library, there are some important things to keep in mind…

26. Keywords Things To Keep In Mind: • The Alternate Keyword Library is shared between all Eureka sites: • Eureka-Food Operations • Eureka-Front End • Eureka-Logistics • Eureka-Pharmacy • Eureka-Sales Floor • Eureka-Team Relations • RF Unit Training • GSTL Coaching Training

27. Keywords Things To Keep In Mind: • Eureka sites are searchable at the page level.To enter keywords for a page, go to the information view from the Page Editor. • RF Unit scenarios are searchable at the scenario level.To enter keywords for a scenario, go to the information view from the Scenario Editor. • In hierarchical Eureka sites (Eureka-Sales Floor and Eureka-Team Relations), subtopics are searchable independent of their main pages. Remember to enter keywords for each subtopic by going to the information view from the Page Editor for the subtopic.

28. Keywords Things To Keep In Mind : • The tool looks at words, not phrases .The search functionality matches each word individually.So entering “Target business card” is the same as entering “Target”, “business”, and “card”. It will match all pages with “Target” “business” or “card”. When you want to enter keywords for a phrase, only use the unique or descriptive words in the phrase. Drop any words that are too general, or the users may get too many matches to find what they need.

29. Keywords Things To Keep In Mind: • Punctuation counts.Think about the various ways users might punctuate words in their searches. This includes hyphens, apostrophes, and periods within words (dots).For example, here are some various ways the users might refer to the website: e-commerce, ecommerce, target.com, www.target.com, web, site, website, web-site By anticipating variations on words the user search for, you can increase the chances they’ll get the best search results.

30. Keywords Things To Keep In Mind: • Capitalization doesn’t .Don’t worry about capitalizing or not capitalizing words in the keywords or in the alternate keyword library. The search does not look at it. So “target” will automatically match “Target”. There’s no reason to add both to the keywords or to an alternate keyword group.

31. Example By looking at an example of a search, we can see how keywords affect the results a user gets. In this case, I searched Eureka-Food Operations for “What do I do if I find bugs in the store?”

32. Example

33. Example Eureka-Food Operations Searched for: What do I do if I find bugs in the store? In-Store Requisitions: What's the right way to requisition an item for a non-Production area, and why is it important? Staying in stock: Live Plants: How are my live plants ordered? Do I handle that, or does headquarters? Store Generated Temporary Price Cuts: Close Dated Product: This is the Common Practice for Store Generated Temporary Price Cuts: Close Dated Product Reach-in cold air merchandiser maintenance: How can you maintain your Reach-in Cold Air Merchandiser? Click here. FIFO: Click here to learn how to reduce markouts and be sure guests always get the freshest product. Pest Control: Click here for information about keeping your food storage and prep areas free of pests. Store-ordered Consumables categories: Here are the categories your store is responsible for replenishing. Invoice payments: Food Service: This page lists all the Food Service accounts with descriptions. (more results)

34. Example Eureka-Food Operations Searched for: What do I do if I find bugs in the store? In-Store Requisitions: What's the right way to requisition an item for a non-Production area, and why is it important? Primary Keywords: requisition, in-store, in, store Secondary Keywords: milk, creamer, non-dairy, non, dairy, Starbucks, gift, card, certificate, giftcard, Starbuck's

35. Example Eureka-Food Operations, Searched for: What do I do if I find bugs in the store? Staying in stock: Live Plants: How are my live plants ordered? Do I handle that, or does headquarters? Primary Keywords: Secondary Keywords: live, plants, plant, order, replenish, replenishment, reorder, headquarters, hq, store, ordered, store-ordered, in, stock

36. Example Eureka-Food Operations, Searched for: What do I do if I find bugs in the store? Store Generated Temporary Price Cuts: Close Dated Product: This is the Common Practice for Store Generated Temporary Price Cuts: Close Dated Product Primary Keywords: Temporary, Price, Cut, temporary, price, cuts, common, practices, close, dated, product, tpc, tpcs, 800, series, items, store, price, management, system, gas, station, shrink, grocery, shrink, dairy, meat, sign, audit, 1-7, day Secondary Keywords: common, practices, temporary, price, cut, tpc

37. Example Eureka-Food Operations, Searched for: What do I do if I find bugs in the store? Reach-in cold air merchandiser maintenance: How can you maintain your Reach-in Cold Air Merchandiser? Click here. Primary Keywords: reach, in, reach-in, cold, merchandiser Secondary Keywords: display, planogram, POG

38. Example Eureka-Food Operations, Searched for: What do I do if I find bugs in the store? FIFO: Click here to learn how to reduce markouts and be sure guests always get the freshest product. Primary Keywords: FIFO, first, in, out Secondary Keywords:

39. Example Eureka-Food Operations, Searched for: What do I do if I find bugs in the store? Pest Control: Click here for information about keeping your food storage and prep areas free of pests. Primary Keywords: pest, control, exterminator, mouse, bug, mice, bugs, roach, roaches, cockroach, cockroaches, vermin, varmint, rat, rats Secondary Keywords: safety, access, shelter, water, harborage, hide

40. Example When I searched for “What do I do if I find bugs in the store?” in Eureka-Food Operations, the first relevant page was 6th on the list. But when I conducted the same search in the Portal…

41. Example

42. Example The first relevant page was 90th on the list! Most of the search results above it were pages that used the generic terms “in”, “store”, and “what”.

43. Example: Lessons Learned This shows the importance of using very specific keywords – not just to ensure that relevant pages appear in the search results, but also to make sure that irrelevant ones do not.

44. Example The previous example also demonstrates some other key points…

45. Example One of the search results in the previous example was the page “FIFO”…

46. Example

47. Example It has the following keywords: Primary Keywords: FIFO, first, in, out Secondary Keywords:(none)

48. Example This page is about stocking to keep product fresh and to reduce markouts, But those concepts aren’t included in the keywords…

49. Example So searches for words and phrases like: “stocking fresh produce”’ and “reducing markouts” won’t bring up the page FIFO in the search results.

50. Example: Lessons Learned This shows the importance of thinking conceptually, not literally, when writing keywords for a page. Focus on what the page is about, not about the specific words.