Why don’t you just fucking google it ?

Comme tout professionnel de l’informatique, mon cercle de connaissances (famille, amis, collègues) me pose fréquemment leurs questions d’ordre IT : comment faire ceci sous Excel, comment faire cela sur l’iPhone, etc… J’y réponds avec plaisir dans la limite de mes connaissances ou lance une petite recherche Google pour palier mon ignorance. Dans la quasi majorité des cas, la réponse à la question se trouve parmi les 3 premiers liens retournés par le moteur: le sujet (je dirai presque « anthropologique » !) de ce billet est donc « pourquoi demander à un ami geek quand Google a la réponse ».

Loin de moi l’idée de me plaindre d’être le « référent » technologique d’autres personnes, il se trouve que j’aime bien ça et qu’à la limite j’en suis flatté 🙂 Même dans les périodes de rush professionnel, je dédaigne rarement apporter mon aide à un collègue ou de la famille, il y a même une sorte de défi dans la chose : « arriveras-tu à trouver la solution à mon problème ? »
On ne me prendra pas à utiliser un jour LetMeGoogleThatForYou ou pire, rediriger une personne vers JustFuckingGoogleIt.

Ce fait étant établi, nous pouvons revenir à l’objet de l’étude : il est possible de trouver plusieurs explications à ce phénomène

  • L’Homme est un animal social et il préfère s’adresser à un congénère plutôt qu’à une machine : cet argument va à l’encontre de la théorie majoritairement admise selon laquelle la technologie et le web ont distendu les liens sociaux. Il n’en reste pas moins que le succès récent des réseaux sociaux montre que nous sommes toujours attirés par l’échange avec l’autre, même si cela se fait par l’intermédiaire d’une machine.
  • La fainéantise : il serait plus simple, plus rapide et moins fatiguant de poser la question à un humain plutôt qu’à une machine. Passer un coup de fil, se déplacer, ou envoyer un mail/sms : tout cela prend plus de temps que d’ouvrir une fenêtre de navigateur et taper une requête sur un moteur de recherche ! Si l’acte de recherche et très rapide, l’exploitation des résultats de la recherche paraît plus problématique.
  • La pertinence des résultats : voilà peut-être le noeud du problème, beaucoup de personnes ne trouvent pas « facilement » ce qu’elles cherchent sur les moteurs de recherche. Plusieurs raisons à cela :
    • Algorithme de recherche : c’est la façon dont le moteur interprète la requête de l’utilisateur et sélectionne les résultats à lui afficher. Google et consorts travaillent en continu sur son amélioration, c’est donc qu’il n’est pas encore optimal 🙂 L’objectif est d’afficher en première position le résultat le plus pertinent pour l’utilisateur et pour cela, le moteur va travailler pêle-mêle sur la compréhension de la requête de l’utilisateur (de plus en plus sémantique), son historique de recherche et de navigation, le filtrage des pages de spam, etc…
    • Langage de requête : en attendant que l’algorithme de recherche se perfectionne et comprenne mieux votre demande, il faut malheureusement effectuer la démarche inverse, c’est-à-dire adapter les termes de sa requête au moteur. En effet, le moteur ne comprend pas complètement le langage naturel et il vaut donc mieux essayer de lui parler comme à un nourrisson ou à un demeuré ! Par exemple la requête « chance victoire obama élection 2012 » donne de meilleurs résultats que « Obama gagnera-t-il l’élection de 2012 ?« . Les moteurs propose également certains mots-clés (ou « opérateurs ») permettant de préciser sa recherche: les plus pratiques sont les guillemets (pour rechercher une expression à l’exacte) et le tiret (pour exclure des résultats les pages contenant un mot). Même pas besoin de connaître tous ces opérateurs par coeur car la majorité des moteurs proposent une interface de recherche avancée à cet effet.
  • Le facteur psychologique : il peut s’appliquer à la recherche de solutions au problème posé par une « machine » (logicielle ou électronique). En effet, cela diffère de la simple recherche d’information sur Internet, car il s’agit pour l’utilisateur d’arriver à « dominer » la machine. Cette machine qui ne veut pas lui obéir, qui n’interagit plus avec lui (panne), qui refuse la supériorité de l’Homme sur la matière ! Et pour mettre au pas cette machine, vous voudriez qu’il s’adresse à une autre machine, en l’occurrence le moteur de recherche ? Face à leur froideur et à son incapacité à les maîtriser totalement, l’humain va alors préférer chercher de l’aide auprès d’un semblable. Ce facteur psychologique peut également se doubler d’un facteur générationnel quand l’utilisateur est né à une époque où la technologie en question n’existait pas ou n’était pas à maturité.

En conclusion, les moteurs de recherche sont encore perfectibles (même s’ils n’ont plus rien à voir avec la première génération) pour arriver à satisfaire même le moins technophile des utilisateurs. D’ici là, ces derniers devront faire un effort dans la construction de leurs requêtes de recherche: cela est accessible à tout le monde avec une petite formation de départ et de la pratique. Sans compter la satisfaction de réussir à résoudre soi-même un problème 🙂

Il est par ailleurs dommage que la formation à la recherche sur Internet soit inexistante (ou défaillante) à l’école et dans l’enseignement supérieur alors qu’il s’agit, avec la messagerie, de l’un des usages principaux de l’outil informatique.

Enfin pour se projeter dans le futur, on peut prendre pour comparaison les automates (distributeurs de billets, bornes SNCF, RATP…) : à partir du moment où l’interface est ergonomique et le service rendu satisfaisant (en terme de rapidité et de pertinence), l’utilisateur se dirigera alors plutôt vers la machine que le guichet et son opérateur humain.

Et vous, quel est votre expérience sur le sujet ? Avez-vous d’autres explications ? N’hésitez pas à laisser un commentaire ci-dessous…

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