It’s the Search

May 25, 2011

This post was kindly contributed by Key Happenings at - go there to comment and to read the full post.

My friend Leslie posted this comment as her Facebook status: “There are no answers, just the search.” At first I thought, “Now that is just silly. Of course there are answers.” Then I thought about it a little more. Maybe she is right.

The Customer Support Website has hundreds of thousands of content pieces. Each piece could answer someone’s question. But it isn’t an answer until two things happen: 1) someone has a question, and 2) they find the content in time to be helpful.

I’ve talked about this before, but I’ll say it again. Each person you meet will have their own way of locating content. No method is wrong. No method is THE way either. The possibilities are staggering. Over time, I have or will talk about many ways to locate and share content. But today, it’s about the search.

Latest Update

Many of you went to work on May 18th, 2011, accessed, and discovered new search features. Judging by your comments, some of you like the changes, some of you are still discovering them, and others could use a little help getting the most out of these changes. I’m here to help.

As an aside, I’d like to thank those of you who sent in comments. Your comments helped us identify issues. Some we have already fixed. Some we are still working on. And some are being evaluated for later updates. Don’t rely on your friends to comment. Tell us what you like and what you don’t.

To make this a little easier, I’m going to divide these explorations into multiple posts. This post is going to focus on general layout, date sorting, and display options.

General Layout

The most noticeable change comes in the page design and layout. Ladies and gentlemen, the new search results page:

search layout

Continue reading “It’s the Search”

This post was kindly contributed by Key Happenings at - go there to comment and to read the full post.

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