Users are incredibly bad at finding and researching things on the web. A few years ago, I characterized users' research skills as "incompetent," and they’ve only gotten worse over time. "Pathetic" and "useless" are words that come to mind after this year's user testing.
This struck a chord, as only yesterday I failed to find the file I needed on the dreaded School VLE admin site, earning myself a withering email response when I asked for help. Is there any possibility of designing an effective support site where staff can find the content they want? I'm not holding my breath, as we've been discussing this for the past five years without making any obvious progress (despite redesigns). I've given up on the Uni website and simple use a Google CSE, but that strategy doesn't work with the locked down content on Blackboard. Sigh.
Ah Google, how you've spoiled us with your free reader and your intelligent search. How we'll miss you when you're gone.