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Posts Tagged ‘Keywords’

Resource search tips to get you great results

iCarol has many tools to use when searching for resources. Using these tools, call takers can fine tune their searches in order to find the most appropriate resources for your clients. Please read on to learn about these tools and how to use them.

Search Type

There are three search types in iCarol – Taxonomy, Resources and Keywords.

Resource Search Bar

Taxonomy refers to the AIRS Taxonomy, used by 211 agencies in Canada and the United States. This is a 7 level categorization hierarchy that is used to categorize human service agencies into over 9,000 categories.

Resources is used to search your resource database for the name of the agency or program.

Keywords refer to a categorization system that you can set up yourself. Placing your resources into categories can help your call takers narrow their searches quickly to find, for example, Domestic Violence resources or Individual Counseling resources.


There are several filters you can apply to your searches on top of the search type.

Search filters

Names should be used when you want to search by the name of the agency or program. Please note that searching Resources actually searches three different text fields in your resource records – Name, Alternate Name and Search hints. In this way, you can search for the Salvation Army by its official name, Salvation Army, its alternate name, Sally Ann, or a term that is placed in the search hints, perhaps the name of the building the agency is housed in, the Hope Center.

All fields can be used to search other text fields in the resource record besides Name, Alternate Name and Search hints, such as the Description field. This can be helpful if you are searching for a term that is not likely to be found in a name. For example, perhaps the client needs help obtaining diapers. It is very unlikely that there is a resource name in your database with the word diapers, but that word may appear in a Description field where the services the agency or program offers are outlined.

Specific field, with the associated drop-down menu, can be used to conduct a search in a very specific text field, such as address or eligibility.

Agencies, Programs, Sites or ProgramAtSite will appear for those using the three or four level resource hierarchy available in iCarol. In this way, the call taker can limit their searches to just certain record types. Best practices indicate that the majority of searches should be conducted at the program level.

Include Inactive and Include Active but do not refer refers to the status of the resource records. These filters can be used to search records of all statuses, not just the active resources.

Geographic Filters

These filters can be used to narrow searches by their proximity to the client or the coverage area the resource serves.

Geo filters

All resources means that no geographic filters will be applied to the search and all resources that meet the other filters indicated will be displayed

Resources within means that iCarol will search for resources that are physically located within the geographic area indicated by the country, state/province, county, city and postal/zip code filters entered. iCarol bases this search on the physical address entered into the resource record.

Resources serving means that iCarol will search the coverage area of each resource and return those that meet the geographic area indicated by the country, state/province, county, city and postal/zip code filters entered. iCarol bases this search on the coverage area field in the resource record.

Combining the filters above when conducting resource searches can result in a smaller, targeted list of results that is much more manageable for the call taker to look through. This saves time and increases the likelihood that the client receives the most appropriate resources to meet their needs.

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Introducing iCarol Folksonomy

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When people in the public are searching your public website for a resource that can help them, it can sometimes lead to frustration that they are getting no results. When you look closer at how they are searching, it becomes clear that they aren’t familiar with the way that resources are named or categorized. In other words, they are expressing a need, like “I am hungry” but the resources in your database are represented as services, like “Food pantries”.

In fact in commonly used categorization schemes, such as the AIRS Taxonomy or a custom categorization scheme built directly by your helpline, you won’t find the word “hungry” in any of the categories, terms or definitions. Multiply this by all the possible needs people have, and you can quickly see how a great deal of the population won’t get connected to valuable services. Other example searches are “I need a ride to work”, “My family needs a place to stay” and “I lost my job yesterday”.

So how can these help seekers, who are expressing a need, be connected with the services that can assist them? Clearly, we need to build a bridge between the two approaches. The solution we’re employing in iCarol’s Public Resource Directory is called the Folksonomy (an intentional mashup of the word Folk, as in “colloquial”, and Taxonomy).

In a nutshell, it helps find results if the search did not match an Agency or Program name, a taxonomy term or the officially defined synonyms for taxonomy terms (called “use references”). It does this by picking up colloquial words or phrases in a search and corresponds them to taxonomy terms, and then performs the search for resources assigned to those taxonomy terms.

A perfect example would be if someone typed “I am really hungry” into the search box. The Folksonomy fills the gap that normally would be mediated by a helpline’s phone worker on a call by connecting the expressed need to one or more taxonomy terms, like Food Pantries and Ongoing Emergency Food Assistance.

We have been testing this approach with clients and it is yielding exceedingly good results. Those clients also have an administrative interface to find recent searches yielding no results, and then to make Folksonomy entries so that future such searches will instead yield the right results.

Here is a scenario where the word “ride” is a Folksonomy entry corresponding to several taxonomy terms. If you had performed this search before we implemented the Folksonomy you would have gotten zero results. Instead you now get a number of transportation-related resources:


By building that bridge between the layman’s terms used by your web visitors and the detailed categorization of the 211 Taxonomy, iCarol’s Folksonomy will greatly improve the ability for your Public Resource Directory searchers to find what they are looking for and ultimately get the services they need.

We’ll have more information to share about implementing iCarol’s Folksonomy in the coming weeks. Want to learn more about managing your Resources with iCarol? Join us for our Resource Management Webinar on May 20th at 2pm EST.

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