This article deals with customers on the internet who want to search for specific information and their frustration with the online search.   Zachary McGeary, principal analyst at Jupiter Research states that, “Customers often are not sure how to phrase their questions or search requests. In addition, over half the customers who report usability problems say that their searches offer too many results to be helpful.”  The problem with asking question on the internet is when customers ask them in ways that are not considered standard.  This causes many issues but as technology continues to enhance the systems that allow for the customer to ask questions are becoming more aware of natural language.   This means that a customer can ask a question in any way that he or she pleases and the system will attempt to find the answer regardless of how the customer phrased the question.

http://www.kmworld.com/Articles/Editorial/Feature/Web-self-service-searching-for-answers-41338.aspx