{"id":5631,"date":"2023-10-05T09:00:27","date_gmt":"2023-10-05T16:00:27","guid":{"rendered":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?p=5631"},"modified":"2023-10-05T09:18:57","modified_gmt":"2023-10-05T16:18:57","slug":"internal-search-bookmarks-boost-productivity-at-microsoft","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/insidetrack\/blog\/internal-search-bookmarks-boost-productivity-at-microsoft\/","title":{"rendered":"Internal search bookmarks boost productivity at Microsoft"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"122\" class=\"size-medium wp-image-7436 alignright\" style=\"margin-top: 0px;\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/ms-digital-stories-300x122.png\" alt=\"Microsoft Digital stories\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/ms-digital-stories-300x122.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/ms-digital-stories.png 400w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><em>Editor\u2019s note: We\u2019ve republished this blog with a new companion video.<\/em><\/p>\n<p>Search is part of our everyday life. It\u2019s useful\u2014we all know that\u2014but how can you quantify that impact?<\/p>\n<p>That was the challenge faced by Dodd Willingham, principal program manager and internal search administrator in Microsoft Digital. \u201cThere\u2019s an obvious value, we can see that by the existence of Bing,\u201d Willingham says. \u201cBut how do you put it in numbers?\u201d<\/p>\n<p>Lots of searches happen in a company, but when asked to demonstrate the business impact as part of justifying more investment, Willingham had an epiphany. He could use telemetry to make the argument for him.<\/p>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/l5e9ngoErww\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><em>Click the image to learn how Microsoft is using Microsoft Search internally to dramatically improve the finding experience for company employees.<\/em><\/p>\n<p>Microsoft Search is unifying search for Microsoft 365 customers across Microsoft Outlook, Microsoft 365 apps on Windows, Microsoft OneDrive for Business, Microsoft SharePoint, and Microsoft Bing. More specifically, the Microsoft Search team strives to bring complete, company-wide results to each individual, no matter where they\u2019re searching from. No longer should they need to search in separate products to ensure that they search all possible content.<\/p>\n<p>Internally at Microsoft, this shift is proving to be very powerful.<\/p>\n<p>\u201cEmployees no longer need to change platforms to get the results they\u2019re looking for,\u201d Willingham says. \u201cThey do a single search and get all the results they need.\u201d<\/p>\n<p>Within the company, Microsoft Digital manages the internal deployment of search across the company. \u201cThe purpose of active search administration is to deliver the most complete search results, with good relevancy and good quality,\u201d Willingham says. \u201cThese improvements to search are helping us do that.\u201d<\/p>\n<p>One crucial way that Willingham and his team help deliver better search results is through corporate bookmarks that allow internal teams like Corporate Communications and Human Resources to select the top results employees get when they search specific sets of keywords.<\/p>\n<p>These bookmarks aren\u2019t the kind used to save your favorite sites\u2014they\u2019re curated results that search administrators can use to point people to content located someplace that can\u2019t be indexed. They highlight authoritative sources of content, and ensure popular content is accessible.<\/p>\n<blockquote class=\"quote-body\"><p>Bookmarks boost employee productivity because they get employees the right results very quickly.<\/p>\n<p class=\"source\">Dodd Willingham, principal program manager and internal search administrator in Microsoft Digital<\/p>\n<\/blockquote>\n<p>And they\u2019re fast.<\/p>\n<p>\u201cBookmarks boost employee productivity because they get employees the right results very quickly,\u201d Willingham says.<\/p>\n<p><strong>The business value of search<\/strong><\/p>\n<p>Including telemetry in the overall improvements to internal corporate searching\u2014a feature built into Microsoft Enterprise SharePoint\u2014allowed Willingham and his team to measure how much time employees spend on a search.<\/p>\n<p>And what story is the data telling?<\/p>\n<p>\u201cWe found that bookmarks net a direct benefit of 6,250 hours a month and 17,160 hours in indirect benefits,\u201d Willingham says. \u201cCombined, 23,410 hours of benefits are being realized each month.\u201d<\/p>\n<p>How did Willingham come to these numbers?<\/p>\n<p>\u201cForty-five percent of all searches click on a bookmark,\u201d Willingham says. That percentage is across the 1.6 million monthly searches that take place internally at Microsoft within Microsoft Bing and Microsoft SharePoint Enterprise Search.<\/p>\n<p>Scaled to an enterprise level, the business value of bookmarks quickly became apparent.<\/p>\n<p>\u201cConservatively, our basic measurement of search success was yielding results of 60 seconds per search using a bookmark versus an average of 115 seconds across all searches,\u201d Willingham says. \u201cThat\u2019s one whole minute of productivity re-captured for every bookmark-backed search.\u201d<\/p>\n<p>Multiplied across Microsoft\u2019s population and search usage, that one minute of search time netted 6,250 hours a month in productivity. But it\u2019s not just time gained from quick search results, it\u2019s also about getting the right answers.<\/p>\n<p>There\u2019s a measurement based on telemetry of whether a search succeeded or failed to find useful content. Using that metric, Willingham found that a person who uses a bookmark appears to be successful 98 percent of the time. By contrast, searches without a bookmark average 72 percent for the same calculation.<\/p>\n<p>\u201cThe absolute calculation [of search success] is kind of meaningless; what\u2019s important is that it moved by a significant margin,\u201d Willingham says. \u201cIt suggests that with bookmarks, more people find the content they need faster.\u201d<\/p>\n<blockquote class=\"quote-body\"><p>In direct benefits, you\u2019re gaining 6,000 hours at the cost of 300. When you include indirect, you can triple that. The return on investment is 2,000 percent, and that\u2019s using conservative estimates.<\/p>\n<p class=\"source\">Dodd Willingham, principal program manager and internal search administrator in Microsoft Digital<\/p>\n<\/blockquote>\n<p>Faster is a direct productivity gain. Getting the right content to the right person at the right time is an indirect benefit. But the biggest insight is that delivering these benefits only requires investing less than 300 hours per month, spread across several staff.<\/p>\n<p>\u201cIn direct benefits, you\u2019re gaining 6,000 hours at the cost of 300. When you include indirect, you can triple that,\u201d Willingham says. \u201cThe return on investment is 2,000 percent, and that\u2019s using conservative estimates.\u201d<\/p>\n<p><strong>How Microsoft uses bookmarks<\/strong><\/p>\n<p>With new practices in hand and telemetry to chart impact, Willingham and his team set out to optimize using bookmarks in search.<\/p>\n<p>\u201cOver the course of three years, we took the volume of bookmarks from around 1,100 to a peak of 1,800,\u201d he says. \u201cWe\u2019re currently sitting at around 1,200.\u201d<\/p>\n<p>Bookmarks were already being used before Microsoft Search was rolled out.<\/p>\n<p>\u201cWe didn\u2019t do anything revolutionary, we just opened up the guidelines so that more bookmarks could be added when appropriate,\u201d Willingham says. \u201cWe then tuned them based on actual usage so that only those being used were kept.\u201d<\/p>\n<p>The technology for bookmarks had previously been part of Microsoft SharePoint and Microsoft OneDrive, made visible in the employee portal for Microsoft SharePoint Enterprise, MSW. Bookmarks had a set of configuration rules and standards for what could and couldn\u2019t be a bookmark, but that\u2019s it.<\/p>\n<p>Librarians from the Microsoft Library Services team create and manage the company\u2019s search bookmarks.<\/p>\n<figure id=\"attachment_5639\" aria-describedby=\"caption-attachment-5639\" style=\"width: 300px\" class=\"wp-caption alignright\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-5639 size-medium\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2020\/09\/10088_inline_image-300x275.jpg\" alt=\"A portrait of Beck Keller, who smiles for the camera.\" width=\"300\" height=\"275\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2020\/09\/10088_inline_image-300x275.jpg 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2020\/09\/10088_inline_image-1024x937.jpg 1024w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2020\/09\/10088_inline_image-768x703.jpg 768w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2020\/09\/10088_inline_image-1180x1080.jpg 1180w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2020\/09\/10088_inline_image.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><figcaption id=\"caption-attachment-5639\" class=\"wp-caption-text\">Beck Keller, a member of Microsoft\u2019s Enterprise Search team, spends a small part of her time updating bookmarks. (Photo by Beck Keller | Showcase)<\/figcaption><\/figure>\n<p>\u201cIt\u2019s a multifaceted role,\u201d says Beck Keller, also a member of the Microsoft Digital Enterprise Search team. \u201cMy responsibilities as a librarian at the Microsoft Library are far broader\u2014bookmarks are just a small part of my job. This doesn\u2019t take up my entire work week.\u201d<\/p>\n<p>What does she do for search administration?<\/p>\n<p>Every month, Keller pulls search query metrics and analyzes them for areas of interest that currently lack a bookmark or good naturalized results. From this analysis, Keller can update the enterprise bookmarks across Microsoft.<\/p>\n<p>\u201cSometimes this means removing or changing bookmarks that don\u2019t currently meet our standards,\u201d Keller says. \u201cI also review proposed bookmarks and offer guidance to Microsoft teams looking to create bookmarks for their own sites, outside of Enterprise Search.\u201d<\/p>\n<p>This is the administrative work Willingham is talking about\u2014bookmarks can be added, removed, or updated with ease. But the impact can be bigger than recapturing lost productivity.<\/p>\n<p>\u201cA year ago, there were no searches for COVID-19,\u201d Willingham says. \u201cWe now get hundreds and thousands of searches a month. We went from zero to around 200 [between October and February]. There was no way to surface relevant\u00a0results about<strong>\u00a0<\/strong>COVID-19 because there were so few of them.\u201d<\/p>\n<p>But this was the trait the administrative search team was looking for\u2014how to get better and proactive insights on Microsoft Search. Informed by current events, the team sought to anticipate which results users would be looking for.<\/p>\n<p>\u201cWe asked if there should be a bookmark for the right COVID-19 link,\u201d Keller says.<\/p>\n<p>Willingham and Keller reached out to Corporate Communications about where to direct Microsoft users searching for information on COVID-19. That team was putting together a landing page for employees dedicated to content on the topic, including a FAQ. The bookmark was quickly built and deployed.<\/p>\n<p>This was February 2020.<\/p>\n<p>\u201cThe next month, the volume of searches for COVID-19 went up 40-fold,\u201d Willingham says. \u201cMaybe users would have found the info on their own, but as search volume was growing, 8,000 times a month they would nearly always find what they were looking for quickly, thanks to the bookmark.\u201d<\/p>\n<p>That\u2019s the main goal of a search administrator.<\/p>\n<p><strong>Bright future for bookmarks<\/strong><\/p>\n<p>So, what\u2019s next for Microsoft Search and bookmarks?<\/p>\n<p>\u201cMore telemetry,\u201d Willingham says. \u201cThe custom telemetry that we created is something any customer can do. It\u2019s a capability within SharePoint.\u201d<\/p>\n<p>Having even more metrics will also help to further quantify Willingham\u2019s findings.<\/p>\n<p>\u201cWe erred on the low side for our productivity numbers, but it shows what\u2019s possible for a medium or large company.\u201d<\/p>\n<p>Both Willingham and Keller are excited to see others adopt bookmarks as a way of improving Microsoft Search.<\/p>\n<p>\u201cBookmarks are easy to put in,\u201d Keller says. \u201cThe owner of the content tells us what the URL is, and some basic info such as a preliminary title and description. We figure out the appropriate keywords, update the basic info where needed, and then say \u2018Go.\u2019\u201d<\/p>\n<p>It all adds up to a better experience for employees when they need to go looking for something.<\/p>\n<p>\u201cThe same tools we use to optimize bookmarks are available to everyone,\u201d Willingham says. \u201cThat\u2019s why they\u2019re so useful for productivity. When combined with telemetry, you can really gain some unexpected insights into the productivity of your organization.\u201d<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"81\" class=\"alignnone size-medium wp-image-7482\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/related_links-300x81.png\" alt=\"Related links\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/related_links-300x81.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/related_links.png 500w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/p>\n<ul class=\"c-list\">\n<li><a href=\"https:\/\/docs.microsoft.com\/en-us\/microsoftsearch\/manage-bookmarks\" target=\"_blank\" rel=\"noopener noreferrer\">Read this guide on how to create and manage bookmarks at your company.<\/a><\/li>\n<li><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/getting-to-search-completeness-internally-at-microsoft\/\">Getting to \u2018search completeness\u2019 internally at Microsoft.<\/a><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-12081 size-full\" style=\"margin-top: 15px;\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/Customer-Survey-580x85-1.png\" alt=\"We'd like to hear from you!\" width=\"580\" height=\"85\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/Customer-Survey-580x85-1.png 580w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/Customer-Survey-580x85-1-300x44.png 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><br \/>\n<a href=\"https:\/\/forms.office.com\/r\/czbs6PptPe\" target=\"_blank\" rel=\"noopener\">Please share your feedback with us\u2014take our survey and let us know what kind of content is most useful to you.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s note: We\u2019ve republished this blog with a new companion video. Search is part of our everyday life. It\u2019s useful\u2014we all know that\u2014but how can you quantify that impact? That was the challenge faced by Dodd Willingham, principal program manager and internal search administrator in Microsoft Digital. \u201cThere\u2019s an obvious value, we can see that [&hellip;]<\/p>\n","protected":false},"author":80,"featured_media":5634,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"_hide_featured_on_single":false,"_show_featured_caption_on_single":true,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[1],"tags":[411,486,488,487,319,362,110,90,306,300],"coauthors":[442],"class_list":["post-5631","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-bing","tag-bookmarks","tag-enterprise-search","tag-microsoft-search","tag-office","tag-onedrive","tag-productivity","tag-sharepoint","tag-teams","tag-windows","program-ms-digital-stories","m-blog-post"],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.7 - 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