If anything a fruitless search is an open invite to a host of improvable outcomes, including: Search engine training to broaden the narrowly-based queries of fixated users Gap analysis distributed to content owners who may well have answers -- just not captured in the wording or format requested by the user Expansion of word maps, glossaries and/or thesaurii through managed metadata services so that variants and equivalencies can address an otherwise zero hit encounter the next time around The truth about document ratings and usage metrics is that SharePoint's activity streams are rolling our colleague's knowledge-seeking behaviors from isolated browser sessions to the big screen of community life