Content created in Get Satisfaction is indexed by popular search engines, so when people ask questions about a particular company that is using Get Satisfaction, content from the community shows up high in search results.
Get Satisfaction indexes topic titles, topic descriptions, tags, products and replies.
Stemming is the 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 should be ignored. 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.
We support 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 our searches are implicit AND, which means that if you do not put any Boolean operator (AND/OR) in between terms our 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 would be eliminated from search.The terms in the query are then joined by implicit AND and the response is returned.
Topic Intercept Search vs. Basic Topic Search
There are two different ways public search happens. The Basic Topic Search function uses the features listed above, and can be accessed from the community homepage.
Topic Intercept Search is the second type of search that our system performs. Topic Intercept is used when someone submits something through the “Start a Topic” box at the top of the Community Home Page, from a widget, from our mobile application, or from our Facebook application. In addition to the Basic Topic Search functionality mentioned above, the Topic Intercept results have some ranking algorithms applied to them. The weight of answered Questions, solved Problems, and Company Updates is ranked higher than than the weight of other topics. The idea behind Topic Intercept Search is to present community members with potential matches to their questions prior to having them post a new question.