One of the reasons why community end-users can’t find what they are looking for is that they tend to write the first few words that come to their mind while writing the search query. Their first couple of words might not match the terminology in your website.
So, a user might be searching for “itemized documents” when she means to find invoicing solutions. She might be searching for a product which is long rebranded and is now written about using a different name. Acronym, alias, and jargon searches happen. NSW is same as New South Wales, for example.
To better facilitate users finding the content they want, the newly launched synonyms search in 19.8 (Aug 2019 release), expands what the user is searching for, and searches for all ‘synonyms’ as defined by the community managers.
When a synonym rule is defined as:
The search returns the results below:
You can read more details in Create synonym search rules for Community Search.
We recommend creating compact synonym sets, rather than a set of all exhaustive possibilities. A lengthy complicated set takes longer to parse and is less efficient if the search query matches multiple synonyms.
If, in a search query, multiple synonym rules match, then the most specific synonym rule would come into effect. For example:
For the synonym rules defined as:
Khoros community, Atlas
If my search query is: "Khoros", I will see search results for Khoros and lithium.
If my search query is "Khoros community", I will see results for Khoros community and Atlas.
This happens because a more specific set of synonyms exists, and hence the results for corresponding synonyms is shown.
We are all ears for feedback and want to hear how do you plan to use synonyms to empower end-users with a stronger search experience.
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We believe a good experience is inclusive for all users and are fully committed to accessibility. That said, the certifications are a moving target and standards keep changing. Hence, Khoros community platform focusses on the user experience, and is fully committed to addressin g accessibility issues in the same way we are committed to fixing a UI bug.
We set apart efforts to improve accessibility of Khoros community, and currently we have a team working on addressing the 'understandability' part of the application. The kind of workflows we are addressing are:
- error identification when users are editing/updating profile details should be communicated to the user, - when users input information in user profile settings, which leads to a change like a modal window, or change of keyboard focus etc, then user should be notified
We ensure that community has no blocked content for individual with disabilities; and we prioritise majority workflows over the one-off workflows.
In recent past, we have partnered and worked with our customers where we have resolved priority use cases, and continue to do so as the number of customer requests dwindle over time.
C ritical issues that blocks content is taken with priority.
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Community is where we all share and exchange knowledge. We all engage, ask questions and answer queries for each other. This is where we get connected to experts and fellow users.
One of the basic workflows in Community is finding fellow users, whether they are users who are known experts, or contributors who we have engaged with previously.
In our April 2019 (19.4) release, we focus on improving Khoros Community’s ‘user search’ and we’d like to hear your feedback in the comments below, if you think something isn’t right, or if you aren’t finding the users you’re expecting.
Over the coming months, we will tweak and improve the back-end logic to make it better and better.
How user search works in 19.4 and onwards
The workflows where you see user search surface in the community are as follows.
While writing a comment or a post, if you happen to mention your fellow user, using @ JOSE..., you will see the most relevant match pop-up.
The more exact the match, the higher it will rank in the list of results. This means that if you write “@jose”, “Jose” will rank higher than “JoseA”. In turn, “JoseA” will rank higher than “Jose1234”. This is because Jose is a 4/4 character (100%) match, JoseA is a 4/5 match and Jose1234 is only a 4/8 character match.
If there are 2 names which tie on the match % (e.g. JoseA and JoseP both have a 4/5 match), the newest registered user on the community will be ranked higher.
We have placed ‘Best Match’ results in the user search panel. To enable it, upgrade to search 3.3 . The way this shows the user search results is as follows.
On the top are ranked users, who have exact matches for first name, last name, email id or login name, in that order.
Following this, would be the users with partial name matches in their login names. The logic works the same as in the user mentions. The more exact the match, the higher it will show to you in the same way described above.
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