| A | B | C | D | E | F | G | H | |
|---|---|---|---|---|---|---|---|---|
1 | Some of these words will be best used as synonyms, others as related concepts, and still others could be used to improve the language in the content | |||||||
2 | Advice and comments | Examples | Examples | Examples | Best Bets | Notes (Bram) | Notes (Susan) | Notes (Matt) |
3 | Dig deeper in your search logs. Most of the misspellings you need to add to your dictionary will be down in the low numbers for frequency. Also pull out any questions in long phrases and sentences farther down, for further contemplation. Read: http://www.copyblogger.com/semantic-keyword-research/ | foxfire, firebox, fire fox, firfox, mozila, modzilla | Pick up slang abbreviations. Analyze words until it’s single-digits. Hundreds is probably not enough. | Use Google search suggestions to discover user natural question phrasing, then use those to tune up docs and titles, synonyms, etc. | ||||
4 | If you decide to intercept domain-name searches, there are probably more sites represented in the logs. "steam" is ambiguous but "www.steam.com" or "steam.com" are indicative of a likely wrong-place search. Domain names and brands that are for webmail sites, such as gmail.com and yahoo could be support queries, however. | can't, won't, doesn't, isn't, problem, is troubleshooting (managed answer) | how to sign into facebook is a sign of the other | If the search query contains Facebook (and its synonyms) and any trouble terms (can’t won’t doesn’t problem issue), not only should we answer with KB, but with answers that will redirect user to the right destination. If it’s a problem issue, redirect them out. If it’s something we can handle, provide the info. Try Yahoo!help for “can't sign in to facebook” and compare it to “how to sign in to facebook”. If the search contains “yahoo!” “gmail” “msn”, we can give them a unique managed answer for query. Like “if you’re having problem with x, have you checked their KB?” or “are you trying to access x?” | ||||
5 | Anything that seems email or webmail related should return results about Firefox and webmail, and possibly Thunderbird (and site-specific Thunderbird info, such as Thunderbird issues with gmail.com) as well as information about troubleshooting Firefox problems with other websites. Queries for "email" should also return Contact Us information. | hotmail, gmail.com, yahoo+mail, yahoomail, gmail, google, msn, live, outlook, eudora, mail, email, tbird, webmail, e-mail, messaging, ... | Unless it specifically calls for Thunderbird or any of its synonyms, we should not promote Thunderbird. Use managed answer to try to get them to get to the appropriate place, try to let them know whether it’s a site issue or a Firefox issue. Needed content “Here’s how you can tell if it’s a website issue or a Firefox issue”. We can hand curate the search result and populate it manually, but we don’t want to overweight the search issue | |||||
6 | List as many other email systems as you can. Look in the Thunderbird search logs, if possible, and learn from their topic clusters. | Make it easy on the user interface to “go back” a facet | ||||||
7 | Feed the search engine British and English dictionaries for spelling differences. | Now "favorites" and "favourites" get different results on site search. | If our department doesn’t control the content, but we need to refer to it from time to time, we just spider their content. Call out in the UI that this thing is not under our control. | |||||
8 | Feed the search engine a thesaurus - but also connect technical terms with more general words that describe the same kinds of thing. See the comment on verbs below. - Technology dictionary too. (industry-specific ontology, web terms, IT, etc.) - SUMO-specific dictionary (product terms, etc.) | malware, virus, phishing, trojan, hijack, infect, toolbar, change home page | dictionary, spell check, spelling, suggestion, correction, glossary, terminology | “You are here” signaling. Don’t forget. The breadcrumb. Most people don’t know what it is, and what it does. | ||||
9 | It's easy to provide articles about "deleting bookmarks" while people are looking for "how to delete bookmarks". Try to avoid -ing endings in article titles and summaries. Google ranks phrase matching highly, so it helps to use the same phrases in the articles that people ask for when they search. Look for stemming exceptions, e.g., when the word root changes slightly. "Content tuning" to match user phrases with article content. | Word variations: For every "save" there must be a "saving" a "saves" and a "saved", etc. "Install" and "installation" should be treated as the same thing, even though they are different parts of speech. Likely the site search engine features cover these cases out of the box. | Business-specific ontology? Technology dictionary, for instance. Telecom dictionary, too. Three layers of the dictionary: base language, industry-specific ontology, on top of that you have the custom industry synonyms. | |||||
10 | download, preferences, options, settings, controls, properties, control, command, bookmarks, favorites, issues, bugs, versions, ... | |||||||
11 | OS variations will need maintenance, additions, and to be grouped and mapped to products, but some reasonable search results are needed when someone just types in an OS. The new IA will have a tag and maybe a landing page, for "versions", which will offer version-specific discussions, docs, and downloads. Versions will also include release-versions, because they are prominent in the site search, and information about extended release, beta, aurora, nightly, and so on. Needs better feedback in the UI. | win7, windows, xp, vista, wp7, win8, | macos, macosx, osx, mac, ios, freebsd | linux, ubuntu, mint, GNOME, KDE, fedora, debian, bsd | rpm, package, package manager | others: webos, b2g, android, (Use version of the OS and version of the product as a facet in search. Consider flashing a message that shows “you’ve using version x” and then giving a UI for customizing version). If somebody puts a specific number, make a managed answer for that version. Show them how to filter to that version, and assume that they’re looking for the most basic information about that subject (troubleshooting, how to download, how to install, and getting started) | ||
12 | Verbs matter, at least to Google, so use lots of word variation when writing articles, and make some verbs commonly found in the search logs into formal synonyms for the search engine. Unfortunately we can't force Google to be more verb-agnostic, so writing around the problem by introducing some variation will also help (get bookmarks, move bookmarks, import bookmarks, export bookmarks, change bookmarks, save bookmarks, etc.). Major search engines change they way they prioritize web page information all the time in the SEO arms race, so keep that in mind when tuning for particular engines. Look for a sweet spot between flexible general work and detailed engine-specific work. Be cautious about the difference between synonyms and related terms. These terms to the right are not all equal, they are clustered. Do testing on top queries after tuning. These are more related than synonymous. | get, find, copy, move, export, import, migrate, download, update, upgrade, install, uninstall, release, version, downgrade, overwrite, backup ... all of these have precise meanings that might lead you to think they were quite different, but when making synonym associations, think of the overarching tasks that users need to accomplish. This cluster of concerns is related to the user task of installing products and migrating user data. This list is probably not complete, but you get the idea. People who are looking for these things need to find information about: download and install, migrate, bookmarks, customize, features, extended release, and maybe getting started or latest issues and diagnostics. | delete, clear, erase, reset, wipe, dump | slow, crash, crashing, quit, quits, not responding, unresponsive, hanging, hung, stopped, doesn't work, not working, quit working, broke, broken, breaks, leaks, memory, troubleshooting, problem, problems, diagnose, diagnostics, incompatible, compatible, freezing, | personal, private, my, your | data, information, settings, profile, (If we know that there are particular search terms for something, use tailored answer for specific ones, so we can get the benefit of interlinking synonyms without ruining the search engines by making too many things similar to each other). Rather than best bets. Consider using process wizard to do things (ie. how to distinguish between download, install and migrate, maybe even make Firefox work faster). Capture the steps in the process wizard, so we know what people have done. This is a great feature to be built into Kitsune, but we should talk to people who are already using Elastic Search if they have built this or that feature. | ||
13 | There are some great things to find when you search for language-related terms, such as localization information, localized software, translation volunteering information, character set issues, and translation tools of various kinds. Queries with language-related terms should return the best-bet results for all of these needs. Some of the more technical of the terms (utf8, unicode) should promote the more-technical results, ask a question, feedback, and bug-reporting process information. Serve localized URLs and let people toggle the content language as needed for documentation. | translate, translation, international, global, worldwide, world, localization, localized, language, l10n, international, i14n, and language-version terms (German, Deutch, cn, jp, kr, tw ...), character and text encoding terms and abbreviations (cyrillic, kanji, unicode, utf-8, ...) | Locale vs. content language. They are different ways to do this. Some people just want the interface text, some people just want the content, some people want both. | |||||
14 | Even if you don't have information about some of these topics, point people who look for these sorts of things at the language resources you have, so they can understand the scope of information you do provide. | |||||||
15 | Some English sites detect searches that contain foreign characters (for example, Chinese) and send those visitors to localized sites and products, language pickers, or error pages with polite and helpful messages in their language. | http://www.apple.com/support/country/ | ||||||
16 | These are privacy and security concerns about autofill, primarily. There are probably more words that need to be added to this list. Customize also has topics about how to set related controls, and privacy and security will link to customize and vice versa. Don't treat all these as synonyms | awesome, location, toolbar, autofill, autocomplete, awesomebar, URL bar, web address, history | Make synonym matches where it makes sense (autofill, autocomplete) but for the rest of them, let’s not create them as synonyms because it would hurt search accuracy. Would rather do tailored search and then we can customize using tailored answer and tailored search result for each. | |||||
17 | These are controls and add-ons concerns. | pop-up blocker, adblock, ad blocking, popups | If it’s a match in tailored search, we will only show the excerpt. If it’s a string match, then we will highlight the field. Have an extra a meta field that user cannot see, where we can type every way in which we can describe the problem. | |||||
18 | BrowserID recently changed names to Persona | browserid, persona, login, authenticate, identity | ||||||
19 | video, music, sound, radio, podcast, audio, play, volume, mute, loud, hear | flash, wmv, wmp, windows media, h264, quicktime, flip4mac, ogv, html5, ogg, mp3, mp4, wma, ogg, real, realaudio, audio, realmedia | nvidia, ATI, graphic card, performance, display, monitor | YouTube, Hulu, Facebook (get others from site search logs) | Article title and consistency: let’s say you decide to put product name on every article about that product. If you forget to put this name into an article, nobody will click on it because they won’t be confident. | |||
20 | java, javascript, script | |||||||
21 | netbooks, TV, slideshow, presentation | small screens | kiosk, kiosk mode, full screen, fullscreen | |||||
22 | printing, print, printer, acrobat, PDF, picture, image, pages, photo site, webpage | |||||||
23 | fonts | readable, read, blurry | rendering, ClearType, anti alias | |||||
24 | bookmark | favorite | synchronize | |||||
25 | add-on, addon | extension, plug in, plugin | shockwave, flash, flash player, java, windows media, macromedia, vlc, xvid, video, audio, pdf, popup, popup blocker, ad, ad blocker, activex, greasemonkey, adobe | check, install, download (with any of the others - otherwise these might be versions or product download queries) | ||||
26 | slow, hang, fast, faster | lag, freeze, not responding, responsive, forever | performance, memory, cpu, ram, flash, video | error | ||||
27 | crash, crashing | close, quit, exit, gone | sudden | keeps | ||||
28 | Changing home page is a top query, let’s make sure that we cover all the bases. What is the question people ask or their stated complaint? Can't change my home page? Home page keeps changing? | customize, change, make, custom, set, set as, modify | homepage, home page | malware | ||||
29 | It’s very important to associate Firefox and free download - Thunderbird too | download | free | web browser | Link also to Mozilla and why we’re proud of what we do | |||
30 | Let’s not forget that our biggest mobile competitor is Opera - and now there is a tablet Android version too | Android | mobile | Opera | ||||
31 | Search, cache and history are many things to many people, but one thing people always want to do with them is erase their histories | search, cache, history | browser | clear, delete, erase | passwords, autofill, saved tabs - are closely related topics | Create managed answer for how do I clear these things, but don’t actually touch the search results | ||
32 | version | latest | ||||||
33 | problem | diagnose, connection | troubleshooting, doesn't work, quit working | |||||
34 | keyboard, mouse | shortcut | ||||||
35 | There’s Google Toolbar, and then there’s the application toolbar, plus other add-on toolbars, bookmark toolbar, babylon toolbar removal problems | toolbar | clear, delete, erase | If the query contains toolbar + reference to any of these websites, then we’ll serve them content on Add-ons. If there are problem words, we can even direct them to the website of the toolbar maker. The key is to pick up the reference to a third party. | ||||
36 | Incomplete search queries (because Google now does Instant search) (websearch incoming for content tuning) | fire, firefo | Treat it the same way when somebody search for Firefox (we don’t have any context for what you’re searching, but these are the basic documents for it (troubleshooting, download, install, getting started) | |||||
37 | Download-related queries | beta, aurora, latest, development, developer, nightly, downgrade | version | If somebody is searching for version-specific thing of anything: like Windows 7, German, Nightly, etc. We can built a version-clarifying landing page. It’s not a matter of selecting “which downgrade would you like?” because people who downgrade would probably need an ESR. | ||||
38 | download, view, save | |||||||
39 | Users absolutely need to know where to find info and get help before they get frustrated - quick access to self-help funnel - reward people for searching, e.g., chat, e.g, not asking them the same questions they've already asked, for example the diagnostics they tried in the wizard, which KB articles, which search facets, etc. | contact, email, question, discuss | support, help | where, find | Because all of this stuff require manpower, we need to deflect and gently encourage people to search and browse first before they decide to contact us. Rewarding people for search: if somebody searches the KB, or looked at KBs 3 or 4 times and they have not found the answer, we can say “Looks like you can’t find what you’re looking for, would you like to chat?” – Let’s train our users to self-service. | |||
40 | Words for UI items, buttons, menu items | |||||||
41 | abbreviations and their long forms | FAQ, frequently asked questions | ||||||
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