ENTERPRISE INFORMATION RETRIEVAL: A SURVEY

Hamid Turab Mirza

Department of Computer Engineering,College of Electrical and Mechanical Engineering

National University of Science and Technology, Rawalpindi, Pakistan

Keywords: Information Extraction, Corporate Search, Knowledge Management, Document Classification.

Abstract: Efficient retrieval of the relevant information is a critical success factor for many enterprises. Despite of all

the advancement in the web search technology, enterprise searching is still faced with many challenges and

problems. Boundaries of the enterprise search are broad and expectations of the users are quite high, in

addition to many challenges faced one of the major problems is the difference between the nature of web

and enterprise searching. Many solutions have been proposed and techniques have been devised to improve

the enterprise search, but still effective enterprise searching is a challenge for the researchers and the

commercial companies, however it is realized that the solution for which will deliver enormous benefits.

1 INTRODUCTION

Since nineteen fifties research efforts have lead to

effective ways for retrieval of relevant documents

from homogeneous collection of text, such as

newspaper archives, scientific abstracts, and CD

ROM encyclopedias, however latter on in nineteen

nineties there was a major paradigm shift and efforts

were made to deal with the issues posed by

enormous scale of data, great heterogeneity,

unfettered interlinking, democratic publishing, the

presence of adversaries and most of all the diversity

of purpose for which web search may be used

(Hawking, 2004; Baeza-Yates and Ribeiro-Neto,

1999).

Over the time web search technology has

developed enormously, today search engines can

quickly return results on single-word queries of a

15-terabyte corpus, furthermore new techniques

from natural language processing (NLP) such as

information extraction, automatic identification of

named entities, machine translation, taxonomy

generation and classification have been combined

with classic search methods and have shown

significant benefits. Broder et al. (2004) states that

this revolution has exposed hundreds of millions of

people to the experience of searching and taxonomy

browsing and has reshaped their expectations of the

knowledge retrieval process, and this is not only

while browsing the web, but more importantly,

while at work when they are performing their jobs.

2 ENTERPRISE INFORMATION

RETRIEVAL: THE BUSINESS

PROBLEM

An October 2000 study by the University of

California, Berkley concludes that, at the time of

publication of the study, there were 550 billion

documents on the Internet, Intranets and Extranets; a

number that increases by 7.5 million each day.

Delphi Group (2002) named this information

explosion a “digital sprawl” and points out that its

consequences can be just as disastrous to smooth

functioning of the Enterprise as the snarls of the rush

hour traffic are to the overloaded expressways.

Moreover, challenges associated with managing this

kind of information have often been identified using

the metaphor of the “needle and haystack”.

The current problem of overabundance of

information is affecting the efficiency of the

enterprises in general but specifically of those whose

operations increasingly involve effective access and

manipulation of information as their key operating

competence. Raghavan (2001) states that it is

estimated that about a third of the time of a typical

knowledge worker is spent searching for the

information. The IDC report entitled “The High Cost

of Not Finding Information” by Feldman and

Sherman (2003) quantifies the significant economic

penalties both in form of lost opportunities and

through lost productivity.

141

Turab Mirza H. (2008).

ENTERPRISE INFORMATION RETRIEVAL: A SURVEY.

In Proceedings of the Tenth International Conference on Enterprise Information Systems - AIDSS, pages 141-148

DOI: 10.5220/0001674201410148

 SciTePress

Further it is noticed that on the contrary to

searching on the web, expectations have not been

met at the enterprise level. Knowledge management

in the enterprise setting and even simple document

search functions often produces disappointing

results. The same thing has been observed by

Commonwealth Scientific and Industrial Research

Organization (CSIRO), Australia; that poor

enterprise search is considered a normal thing, it is

further pointed out that if the employees desire it or

the customers complain about it, even then the

organization as a whole typically fails either to

recognize the seriousness of the situation or the

possibility of doing it in a better way (Broder et al.,

2004; Hawking, 2004).

Although now there is much awareness that

effective enterprise searching will bring massive

economic benefit and many research efforts are

going on, but so far still there are a lot of unsolved

problems in this area. At present yet again

researchers are faced with the problem of the same

magnitude and dimension, as they were with the

word wide web i.e. how to bring highly effective

search to the complex information space within the

enterprise. Hawking (2004) explains that the present

work on enterprise searching is still in infancy and

so far the research just hints at its economic

magnitude, states some of the unsolved question in

the enterprise search domain and enterprise search

test collection has been proposed.

3 BOUNDARIES OF

ENTERPRISE SEARCH

Majority of the information in an enterprise is

unstructured which means that it does not resides in

the databases. All this unstructured information

resides in the form of HTML pages, documents in

proprietary formats and forms (e.g. paper and media

objects) together with information in relational and

proprietary databases, all these documents constitute

the enterprise information ecosystem (Mukherjee

and Mao, 2004).

Hawking (2004) interprets the term Enterprise

Search to include:

 Any organization with the text content in

electronic form;

 Search of the organizations external

website;

 Search of the organizations internal web

site (Intranet);

 Search of the non-textual and continuous

media held with in the organization

 Search of other electronic text held by the

organization in the form of email, database

records, documents on fileshares and like.

4 REQUIRED

CHARACTERISTICS: THE

EXPECTATIONS

The ultimate goal of the enterprise search system is

to respond to a request by searching all the

documents that may possibly contain a useful

answer and then to present a search result in the

order, which is of “maximal utility to the searcher”

Hawking (2004). Hence Broder’s (2002) “answering

the need behind the query” is also very much

applicable to the enterprise search. (Abrol et al.,

2001; Raghavan, 2001) have identified that any

enterprise search engine should have following

characteristics:

 The need to access information in diverse

repositories including file systems, HTTP

web servers, Lotus Notes, Microsoft

Exchange, content management systems

such as Documentum, as well as relational

databases.

 The need to respect fine-grained individual

access-control rights, typically at the

document level; thus two users issuing the

same search/navigation request may see

differing sets of documents due to the

differences in their privileges.

 The need to index and search a large variety

of document types (formats), such as PDF,

Microsoft Word and PowerPoint files, etc.

and different languages (such as, English,

European and Asian languages).

 The need to seamlessly and scalably

combine structured (e.g. relational) as well

as unstructured information in a document

for search, as well as for organizational

purposes (clustering, classification, etc.)

and for personalization.

 The need to combine search results from

internal as well as external sources of

information.

Stenmark (1999) has compiled a comprehensive

list of criteria’s to check the suitability of an

enterprise information retrieval system regarding

supported platforms, document formats, real time

ICEIS 2008 - International Conference on Enterprise Information Systems

142

updating of the indexes, installation and

maintenance of the product. However, Hawking

(2004) has criticized that none of the 81 criteria’s in

Stenmark tables relate to the quality of the search

result and further points out that the required

characteristics identified by (Abrol et al., 2001;

Raghavan, 2001) do not completely represent the

complexity of the situation, as nowadays many

enterprises are building systems in which documents

are synthesizes from the paragraphs stored in the

databases; moreover any standard product should

also deal with the security and accessibility issues,

like which candidate paragraphs are to be presented

depends on the searchers interest profile and his

access rights.

5 PROBLEMS & CHALLENGES

FACED: THE DIFFERENCE

FROM THE WEB

With all the technological advancements in the filed

of information retrieval, it seems that search in

enterprise should be improving and indeed be easier

than the searching on the web, in the same way

employees also seek web-like experience in the

enterprise, but the internet and enterprise domain

differ fundamentally in the nature of the content,

user behavior and economic motivations. It is

observed that “good” answer to the query on the

Internet is the most relevant or the best matched

document, whereas on the contrary the notion of

“good” answer on the intranet is often defined as the

“right” answer. Since enterprise users might know or

have previously seen the specific document(s) that

they are looking for therefore unlike Internet the

correct answer is not necessarily the most “popular”

document; moreover it is emphasized that finding

the right answer is often more difficult then finding

the best answer (Fagin et al., 2003; Mukherjee and

Mao, 2004; Raghavan, 2001; Hawking, 2004).

It is expected that enterprise information delivery

must clearly meet the performances that users have

come to expect on the Internet. Although some

techniques for scaling and performance developed

on the web can be adapted to the enterprise, many

techniques for searching, organizing and mining

information on the web are less applicable to the

enterprise. Despite the fact that the enterprise

corpora are smaller; they lack the highly hyperlinked

nature of the web, hence the most successful

techniques of the web, based on link analysis do not

apply in the enterprise. This results in lower

relevancy of retrieval documents. Other factors are

of security, reliability and performance issues that

complicate the problem (Broder et al., 2004;

Mukherjee and Mao, 2004).

One of the many challenges faced is that content

from heterogeneous repositories e.g. email system

and content management system typically do not

cross-reference each other via hyperlinks, where as

on the Internet the strongly connected component

accounts for roughly 30% of crawled pages but on

corporate intranets this is much smaller e.g. 10% on

IBM’s intranet. Also it is observed that popular

PageRank and HITS algorithms that work extremely

well on Internet are not as good on the intranets;

therefore there is a need to employ other techniques

to improve the search relevance on an intranet

(Kleinberg, 1999; Brin and Page, 1998). Moreover

deployment environment for these domains also

differs, economic and time constraints in enterprises

prevent quick up-gradation to new technologies, all

these factors lead to the dissatisfaction of the end

user due to the poor quality of search result.

Hawking (2004) has summarized the research

problems that are arising in the area of enterprise

searching;

 Defining an appropriate enterprise

search test collection.

 Effective ranking over heterogeneous

collections characteristic of enterprises.

 Building an employee portal - A

distributed IR problem.

 Effective search over collections of e-

mail.

 Estimating document importance for

documents, which are not part of a web.

 Exploiting search context within

enterprise searches.

 Providing effective search over

foreseeable future enterprise collections

of interlinked continuous media.

So far the problem of enterprise searching is a

challenge for the researchers and the commercial

companies, but the solution for which will deliver

enormous benefits. Although many enterprise search

engines are available but only few are able to work

with the range of databases, content management

systems, emails formats, document formats,

operational and security requirements of a typical

medium scale enterprise. The reason being that due

to the complex nature of typical enterprise

information space a highly performing text retrieval

algorithm developed in the laboratory cannot be

applied directly to the organization. Therefore it is

ENTERPRISE INFORMATION RETRIEVAL: A SURVEY

143

very difficult to measure the quality of the search

results obtained and very hard to approach the

effectiveness level achieved by the state of the art

whole of web search engines (Hawking, 2004).

6 PROPOSED SOLUTIONS

One of the obvious solutions could be conversion of

all the non-web data of an enterprise into the web

format. Emails can be converted to html documents

using available converters like hypermail, in the

same way documents can also be converted to

HTML or XML formats. However (Hawking, 2004)

argues that this simple transformation will not solve

the problem, unless the converted documents are

interlinked and organized in the same way as in the

normal web. Delphi Group (2002) recommends that

new and enhanced capabilities like text analytics,

classification, profiling, search and improved

delivery components should be combined with basic

keyword search to provide enterprises with ways to

organize, find and leverage their information assets

into improved decision making and increased

productivity.

Different researchers have worked on the

enterprise search problem and have revealed critical

findings; Craswell et al (2001a) show dramatic

benefits from the use of anchor text on Australian

National University (ANU) web, Hawking et al.

(2004) conclude that link evidence from the external

web is unnecessary for good performance in

navigational search tasks on enterprise web sites.

Upstill et al. (2003) have investigated the value of

query independent evidence such as indegree, two

variants of Page Rank and URL-type in homepage

finding tasks on three different test collections and

the ANU intranet data, the found that PageRank

gives no discernable benefit over indegree for

collections up to 18.5 million pages; Furthermore

considering the above mentioned findings it is

suggested that the following specific techniques can

improve the enterprise search.

6.1 Spidering and Indexing

Data must be spidered and indexed before it can be

searched, in the commercial world most of the

enterprise applications do not expose information

about what has changed; hence Mukherjee and Mao

(2004) suggest that adoption of search standards by

application vendors can help solve this problem.

6.2 Data Filtering and Search

Relevance

It is proposed that clean data will result into better

search relevance; it also helps automatic

classification, feature extraction and clustering.

Especially for those enterprises that are going to

index external content it is important to use

techniques such as link-density analysis and entity-

extraction to filter the data. Mukherjee and Mao

(2004) argue that since intranets are essentially spam

free therefore it’s not appropriate to imply web

strategies like hyperlink analysis; on the other hand

rank-aggregation approach proposed by Fagin et al.

(2003) is suitable.

6.3 Classification and Taxonomy

Navigation

Searching provides an efficient way for users to find

relevant information in business portals but only if

they know what to search for; research has shown

that presenting results in categories provides better

usability, hence there is a different need for

browsing and navigating information (Dumais et al.

2001; Raghavan, 2001).

Taxonomies are the most popular way of

organizing documents into a navigable structure,

with taxonomy users can easily navigate through the

category hierarchy to find relevant information.

Further it is suggested that scoped searching within a

category typically returns more relevant results than

un-scoped search. Well-known examples of

taxonomies include the directory structure of Yahoo!

and the Open Directory Project. Currently there is

need to do manual work in this area, although it is a

fact that manual taxonomy creation is time

consuming and expensive, but automation in this

area is still in its infancy and hence is not reliable

(Dumais et al. 2001; Raghavan, 2001).

6.4 Information Extraction and Text

Mining

For structuring, accessing and maintaining large

amounts of heterogeneous information, appropriate

meta-level descriptions are needed, which specify

the structure, context and potential usage of object

level knowledge. Liao et al. (1999) suggests an

ontology based approach for meta modeling and

retrieval of heterogeneous data, formal knowledge

and documents, further they identified information

ontology, domain ontology and enterprise ontology

ICEIS 2008 - International Conference on Enterprise Information Systems

144

as main contributors to a vocabulary for

comprehensive information meta modeling.

Metadata in semi-structured documents greatly

improves content search and organization, but Liao

et al. (1999) points out that research at the enterprise

data revealed that important metadata in documents

e.g. author is often incorrect and is set to some

default value. It is suggested that correct metadata

should be enforced to improve the quality of data;

domain experts can be hired to tag or annotate the

documents manually, however manual approach is

not adequate for large volumes of information;

hence automation is necessary.

Moreover information extraction and text mining

are useful tools for reducing tagging costs, however

effectiveness of information extraction and text

mining depends on the document quality and

homogeneity of the target information entities.

Mukherjee and Mao (2004) suggested that removal

of redundant/obsolete data would benefit relevance.

Other techniques such as duplicate detection and

near duplicate detection can ensure that irrelevant

data is eliminated from active corpora.

6.5 Federation

In a typical organization, all the information is not

accessible to every one and there are cases where it

cannot be indexed or is forbidden from being

indexed due to legal or security constraints. Choo et

al. (2002) suggest that in such cases federated search

is the only way to provide a single point of access to

data from enterprise repositories and applications.

6.6 Use Base Relevance

Since enterprise users have their specific identity,

Mukherjee and Mao (2004) proposed that user

profiles could enhance the input context to provide

personalization and targeted search, historical

patterns of access can also be useful, moreover it

will enable the users to participate in taxonomy

building process.

It has been observed that people employ variety

of strategies when searching through emails, files or

web bookmarks for a specific item. Ringel et al.

(2003) has explored the effects of providing

important events as context to support searching

through the contents. On the other hand also there is

need to have a proper implementation strategy for

the enterprise searching system, Delphi Group

(2002) stresses that while an effective IR strategy

improves the working environment in the long run,

in the short term it requires people to make changes

in the way they work, without the effective change-

management strategy, any IR implementation is

unlikely to meet expectations.

7 AVAILABLE TOOLS &

PRODUCTS

So far many commercial enterprise search products

have been developed and launched by different

vendors; but still they are not very widely adopted

by the market, according to survey by Delphi Group

(2002) less that 25% of organizations have actually

deployed classification software, in that Verity is the

leading application deployed followed by Inktomi.

Others include Microsoft, Alta Vista, IBM/Lotus,

Memex and Autonomy. Following is a brief

overview of the techniques used by leading

enterprise-searching products:

7.1 Verity’s K2 Enterprise

Raghavan (2001) states that for each type of

repository be accessed, Verity provides a gateway,

which allows spider to access the content in the

repository together with the associated security

information regarding which user can access what

documents. Moreover it also provides automatic

classification, personalization, combined text and

structured querying.

7.2 Google Enterprise Solution

It is suggested by Google (2005) that while making a

selection of enterprise search solution a major

consideration should be to select such a system that

can index documents without adding overhead,

either for document creators or for the

administrators. Further it is emphasized that Google

enterprise search solution intelligently integrates

usability and power; hence will boost the

productivity and will put the intellectual capital to

work.

7.3 Panoptic Expert

In large and growing organizations it can be difficult

to keep track of the employee expertise, Craswell et

al. (2001b) explains that Panoptic Expert is a web

based system which automatically identifies experts

in an area, based on the documents already

published in an organizations intranet. Moreover to

simplify the things a web like interface has been

ENTERPRISE INFORMATION RETRIEVAL: A SURVEY

145

provided to the system but instead of returning

documents it returns a list of experts.

7.4 Microsoft’s Stuff I’ve Seen (SIS)

Microsoft has developed a system called Stuff I’ve

Seen (SIS) that makes it easy for people to find

information they have seen before. Dumais et al.

(2003) explains that the two key aspects of the SIS

are provision of unified index of information,

regardless of the format and as the user might have

seen the information before, therefore rich

contextual are used to present information.

7.5 IBM’s UIMA SDK

On the contrary to other researchers, Broder et al.

(2004) makes a point and emphasized that the major

factor is the integration of the technologies rather

than the difference between the nature of the web

and the enterprise. Moreover they point out that the

current advanced technologies do not work together

and typically each of them has completely different

view of the world, represent the underlying

documents in different ways and are concerned with

performance in different areas. Hence it is stressed

that the “missing part” is the architecture that

enables the integration of the technologies with

search and retrieval. Broder et al. (2004) states that

such architecture has been developed within the

IBM research namely, the Unstructured Information

Management Architecture (UIMA).

7.6 Search-Derivative Applications

(SDAs)

Since nowadays searching is inherent in most major

business applications, ranging from all type of

enterprise content management (ECM) solutions, via

supply-chain systems, to enterprise resource

planning (ERP) and customer relationship

management (CRM). Hence Lervik (2004) points

out that companies that use an enterprise search

platform at the core of any business solution have

the flexibility to not only solve one problem, but any

task that can make their life easier and increase the

efficiency and productivity. Moreover Lervik (2004)

states that SDAs are the future of the enterprise

application development.

8 CONCLUSIONS

With the abundance of the electronic information on

the Internet, Intranets and Extranets, searching the

relevant information through the piles of documents

is a growing problem. Although on the World Wide

Web the problem of searching has been solved to a

great extent and queries do get relevant response in

an efficient way but the enterprises are still faced

with the problem of effectively searching their

intranets and webs; however efficient retrieval of the

relevant information is a critical success factor for

many enterprises and due to lack of it businesses do

suffer from significant economic penalties both in

form of lost opportunities and through lost

productivity.

Since the web searching is quite effective,

therefore organizational employees have the same

expectations from the enterprise searching,

apparently it seems that since search technology has

advanced a lot so enterprise searching should not be

a problem, but on the contrary a lot of problems and

challenges are faced while the searching the

relatively much smaller corpora of the enterprise.

Enterprises are very complex space, and searching

must be done on different format of documents,

emails, relational databases, internal web and the

company’s web site. In addition to many other

challenges faced, the major problem is the difference

in the searching on web and an enterprise; and the

well-proven web information retrieval techniques

cannot be used on the enterprise data. Moreover

there are security, reliability and performance issues

that complicate the problem.

So far many solutions have been proposed and

different techniques have been devised to improve

the searching in the enterprise, it is suggested that

already in place information systems should expose

the changes in the data to the search application so

that it can be spidered and indexed effectively.

Moreover filtering, removal of duplicate data and

adding meaningful meta data to the documents will

improve the searching. Other important factor could

be creation of taxonomies and using the profile

information to identify the accessibility of the user

and to provide personalized and targeted search.

Although many commercial enterprise search

products have been launched in the market but it has

been observed that very few organizations have

adopted them. Now there is much awareness that

effective enterprise searching will bring massive

economic benefit and research efforts are going on,

but still there are a lot of unsolved problems in the

area of enterprise information retrieval.

ICEIS 2008 - International Conference on Enterprise Information Systems

146

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