[Sigia-l] ROI/Value of Search Engine Design - Resources?

[Peter Merholz]

SIGIA-Ellers--

I'm researching the value of good search engine design. We've heard the bad
(e.g., UIE's reports on how when people use search, they tend to fail at the
task at hand). But do good search engine implementations produce business
value? It seems like they must, but has anyone written about it? I'm
thinking things like
 - increased sales/revenue 'cause people can find stuff
 - reduced customer service costs 'cause people aren't calling, 'cause they
can find the answer

I'm particularly interested in search on corporate marketing sites, and
customer extranets. Things like searching for support, documentation, etc.

Searching on Google keeps turning up pay-for-placement "ROI" testimonials.

Thanks,
--peter