Content created in a Get Satisfaction community is indexed by popular search engines, so when people ask questions about a particular company that is using Get Satisfaction, the content from the community shows up high in search results.
Content created in a Get Satisfaction community is indexed according to the algorithms of popular search engines. Detailed information around pageviews, traffic, and other search-related data can be exposed by adding a Google Analytics Classic UA code to the community through the Configure workspace. Private communities, communities who have asked to turn off search indexing, archived conversations, and removed conversations are never indexed.
To learn more about how to leverage your Get Satisfaction community for SEO, please read Superior SEO Performance with a Get Satisfaction Community.
Search from within a Get Satisfaction community is initiated through the search box on the community homepage, or through the search box on the category page.
The Community Homepage Search bars will search the all of the community content, including all Categories.
The Community Category Search allows you to search just within that topic category. If you use the search bar at the top of the page, it will search all of the community content.
Get Satisfaction indexes the title and details of a conversation, replies, comments, categories, and public tags. We leverage stop words and stemming processes in effort to improve the relevancy of search results. We display results based on how they rank with our Intercept Search algorithm. In community search Get Satisfaction supports the use of AND, OR, NOT, and quotation marks for exact match.
Using the Advanced Search feature, your community members can further refine their search results. Filter by topic type, status within topic type, or category. This can be used to create custom content views for the Champions in your community.
Stemming is a common process by which a popular keyword can be associated with a prefix, suffix or pluralization, so that more matches can be found. We do use stemming in our search queries For example, without stemming a search for “work” would not return results that contained the word “works” or “working”.
Stop words are popular words that add no value to search queries and are commonly ignored by search infrastructures. We have roughly 650 “Stop” words. For instance, imagine there are two topics in a community: “How do I make coffee?” and “How do I eat lasagna?”. Searching for “How do I make coffee?” would bring up the topic about lasagna because the words “how do I” are found in it, even though they add no value to the search. When indexing occurs, we manipulate the content to remove stop words so that only relevant content is available for searching.
Intercept Search is the way we deliver search results to community members. Unlike most site searches, Intercept Search has some weighting properties applied, as the goal is to present community members with potential matches to their question prior to them posting a new one. This practice helps to ensure community members quickly find an answer to their question, as well as helps to cut down on duplicate content that may be posted in the community.
The keywords listed in a conversation’s title, the type and status of the conversation, and public tags associated with the conversation all factor into the Intercept Search algorithm.
Conversation Management Search
The Conversation Management section of Manage Workspace has it’s own search feature built in.
Along with the practice of stop words and stemming, the conversation management search field supports the AND and OR Boolean Operators, as well as exact match within quotations. AND and OR can be ordered to achieve results similar to using (). For example if you were to search for removing topics OR deleting topics the results would be topics that either contain both terms removing topics or contain both terms deleting topics. If your search is change AND password then the results will contain topics that contain both terms change and password. By default searches are an implicit AND, which means that if you do not put any Boolean operator (AND/OR) in between terms the search will look for topics that contain all the terms in the query. For example: change password will return all topics that contain both the terms change and password. Boolean Operators must be capitalized. Lowercase “and” and “or” are stop words in our system, so they are eliminated from search if not capitalized.
People Management Search
Community employees can easily search for community members in the People Management section of Manage Workspace by entering one of the following into the search field:
- Real name
- Email Address
- Email Domain
- FastPass Name*
- FastPass ID*
- FastPass Email*
* If the community has FastPass enabled.