Measuring and Optimizing the Social Enterprise

© 2013 WEBTRENDS INC. 1

January 24, 2013

Twitter: #Webtrends #WTwebinar

Measuring and Optimizing the Social Enterprise

© 2013 WEBTRENDS INC. 2

JEFF SEACRIST

Webtrends

VP, Partner Solutions

jeff.seacrist@webtrends.com

@jeffseacrist

MELISSA RISTEFF

NewsGator

SVP, Enterprise Engagement

mristeff@newsgator.com

@mristeff

© 2013 WEBTRENDS INC. 3

About Webtrends Across all digital channels

Emphasis on emerging social and mobile

channels

A leader in most recent Forrester Wave

Analytics and Segmentation

A/B and Multivariate Testing

Conversion Optimization

Collaboration Optimization

Offices in NA, EMEA, Australia

© 2013 WEBTRENDS INC. 4

About NewsGator

NewsGator Makes Social Real

© 2013 WEBTRENDS INC. 5

The Rise of the Social Enterprise

A Framework for Measurement

Webtrends + NewsGator

The Rise of the Social Enterprise

© 2013 WEBTRENDS INC. 7

3 Critical Success Factors for Enterprise Social

© 2013 WEBTRENDS INC. 8

Building the Social Workplace

© 2013 WEBTRENDS INC. 9

Engagement – it’s not a straight line

© 2013 WEBTRENDS INC. 10

empathy and pride as major drivers of

performance

© 2013 WEBTRENDS INC. 11

Adoption is a throughput, whereas engagement is a goal

Human

Productivity Awareness. Enrollment. Courage. Value.

© 2013 WEBTRENDS INC. 12

To Make Social Real

Bringing Worlds

Together People

Engagement

Business

Alignment

Technology

Enablement

© 2013 WEBTRENDS INC. 13

The Future of

Work

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The Needs of Workers are Changing

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The Systems Need to Change Too

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Access when and where you need it

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Bring all your activity into one place

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Provide human centric user control

© 2013 WEBTRENDS INC. 19

Discover and recognize

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Link ideas to innovation

A Framework for Measurement

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Exciting New Concepts!

“If you cannot measure it, you cannot improve it.”

- Lord Kelvin

“Not everything important can be measured, and not everything that can be measured is important” - Einstein

© 2013 WEBTRENDS INC. 23

© 2013 WEBTRENDS INC. 24

Creating a Culture of Measurement

© 2013 WEBTRENDS INC. 25

Organizational Goal Goals

Metrics

Objectives

A Framework for Measurement

© 2013 WEBTRENDS INC. 26

Organizational Goal

Highly

Engaged

Organization

Metrics

Objectives

A Framework for Measurement

© 2013 WEBTRENDS INC. 27

Organizational Goal

Highly

Engaged

Organization

Metrics

Socialize

Expertise

Increase

Productivity

Improve

Employee

Satisfaction

Build a

Knowledge

Base

Increase

Collaboration

Objectives

A Framework for Measurement

© 2013 WEBTRENDS INC. 28

Organizational Goal

Highly

Engaged

Organization

Metrics

Socialize

Expertise

Increase

Productivity

Improve

Employee

Satisfaction

Build a

Knowledge

Base

Increase

Collaboration

Discussions

Created

Content

Ratings

Successful

Search

Results

Objectives

A Framework for Measurement

© 2013 WEBTRENDS INC. 29

Organizational Goal

Highly

Engaged

Organization

Metrics

Socialize

Expertise

Increase

Productivity

Improve

Employee

Satisfaction

Build a

Knowledge

Base

Increase

Collaboration

Discussions

Created

Content

Ratings

Successful

Search

Results

Objectives

User

Adoption Usability

Demographics

A Framework for Measurement

© 2013 WEBTRENDS INC. 30

Organizational Goal

Highly

Engaged

Organization

Metrics

Socialize

Expertise

Increase

Productivity

Improve

Employee

Satisfaction

Build a

Knowledge

Base

Increase

Collaboration

Discussions

Created

Content

Ratings

Successful

Search

Results

Objectives

User

Adoption Usability

Demographics

Answers

Provided

Ideas

Generated

Speed to

Market

A Framework for Measurement

© 2013 WEBTRENDS INC. 31

Organizational Goal

Highly

Engaged

Organization

Metrics

Socialize

Expertise

Increase

Productivity

Improve

Employee

Satisfaction

Build a

Knowledge

Base

Increase

Collaboration

Discussions

Created

Content

Ratings

Successful

Search

Results

Objectives

User

Adoption Usability

Demographics

Answers

Provided

Ideas

Generated

Speed to

Market

Identify

Influencers

Complete

Profiles

Customer

Sat

Win Rate

A Framework for Measurement

© 2013 WEBTRENDS INC. 32

Organizational Goal

Highly

Engaged

Organization

Metrics

Socialize

Expertise

Increase

Productivity

Improve

Employee

Satisfaction

Build a

Knowledge

Base

Increase

Collaboration

Discussions

Created

Content

Ratings

Successful

Search

Results

Objectives

User

Adoption Usability

Demographics

Answers

Provided

Ideas

Generated

Speed to

Market

Identify

Influencers

Complete

Profiles

Customer

Sat

Win Rate

Content

Contribution

X-Team

Interaction

Decrease in

email

Unique

Participants

A Framework for Measurement

Webtrends + NewsGator

© 2013 WEBTRENDS INC. 34

Employee Maturity Curve

Create

Connect

Consume

Contribute

Collaborate

© 2013 WEBTRENDS INC. 35

Usage, events,

actions, content

& people

Participation,

consumption,

contribution

By individual,

department, geo

office

Track adoption

and usage over

time

Understand both

passive usage

and active

collaboration

Connect usage &

engagement to

business value

Growing Enterprise Collaboration

© 2013 WEBTRENDS INC. 36

Integrated into SharePoint Measurement

© 2013 WEBTRENDS INC. 37

NewsGator Insights » Communities & Spheres

» Events

» People

» Geo & Departments

» Profile Completion

SharePoint Insights » Pages & Content

» Visits & Sessions

» Web Parts

» Breadcrumbs

» Lists

» Users

» Onsite Search

» Document Actions

Custom Insights

Powerful, Integrated Reporting in a SaaS Solution

© 2013 WEBTRENDS INC. 38

Build a Measurement Strategy

WORKSHOP OVERVIEW

Analytics Strategy –

SharePoint Intranet

Develop a high-level measurement strategy for your SharePoint

intranet to improve adoption, usage, usability and governance.

Document KPIs and success metrics.

Analytics Strategy –

SharePoint Social

Enterprise

Gain an understanding of measurement options and approaches to

adoption, contribution, consumption, and collaboration for social

enterprise initiatives leveraging SharePoint.

Analytics Strategy –

SharePoint for Internet

Sites

Develop a measurement strategy for your SharePoint for Internet

Sites initiatives to improve campaign performance, usage and

usability.

Analytics Strategy –

Mobile SharePoint

Understand the differences in measurement techniques for web vs.

mobile, and develop key metrics and measurement strategies for

your mobile SharePoint sites.

© 2013 WEBTRENDS INC. 39

JEFF SEACRIST

Webtrends

VP, Partner Solutions

jeff.seacrist@webtrends.com

@jeffseacrist

MELISSA RISTEFF

NewsGator

SVP, Enterprise Engagement

mristeff@newsgator.com

@mristeff

Q & A

© 2013 WEBTRENDS INC. 40

Save the date: February 6th, 2013

Join Charlene Li of Altimeter Group, an industry leader in social

business strategy, and Jeff Seacrist, VP of Partner Solutions at

Webtrends, as they present “Unlocking the Business Value of the

Social Enterprise.”

Visit www.webtrends.com and go to upcoming webinars under

resources.

Upcoming Webinar on the Social Enterprise

© 2013 WEBTRENDS INC. 41

Thank you.