Fable
Two processes in the archive
In the east of the city stood an archive holding hundreds of thousands of files. The curator designed a process: when someone came to look up materials, the clerk would first search the stacks for relevant files, pick out the twenty most similar, carry them to the reading room table, and ask the researcher to leaf through them personally. This process ran for over a year, and the curator named it "retrieval-assisted reading."
Problems gradually appeared. Some people looking up information reported that among the twenty scrolls on the table, only five or six were truly useful; the remaining dozen or so were either outdated or about something else. More troublesome was that the twenty scrolls already filled the table, and when they wanted to see more related information, there was no place to put it.
The curator brought in an organizer. The organizer did not touch the retrieval step—she did not care how the files in the archive were selected. She was responsible for only one thing: after the twenty retrieved volumes arrived in the reading room, how to organize them, how to order them, how to choose among them.
The organizer added three operations on the reading-room table. The first was called filtering: of the twenty scrolls, the obviously irrelevant ones were removed first, freeing up table space. The second was called sorting: the remaining scrolls were rearranged by relevance to the query, with the most relevant on top. The third was called summarizing: for especially long scrolls, key passages were marked so that the researcher could find the main points at a glance.
Just adding these three steps improved the feedback from people looking up information a lot. The desktop was no longer piled with useless information, and answer quality improved noticeably. But interestingly, the director had always blamed "inaccurate information retrieval" on the retrieval system not being good enough, repeatedly tuning retrieval parameters and switching indexing schemes, with limited results. After the organizer arrived, the same retrieval results jumped up a level in quality.
The curator then formally split the process into two stages: the first was called "retrieval," focused on finding the relevant files from the archive. The second was called "context organization," focused on organizing, ranking, truncating, and annotating to ensure that the information actually delivered to the researcher's eyes was refined.
Later, when the archive introduced itself to the outside world, it no longer said only "we have retrieval-assisted reading." The curator would add: retrieval is the first step, context organization is the second. Skip the second step, and even the best retrieval results may be wasted.
A peer came to learn from them and asked the curator what the archive's core competitiveness was. The curator said: everyone uses similar retrieval technology; what sets us apart is the context organization step. Whoever keeps the desk clean provides better service.