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Measuring Org Engagement
Bridging the organizational Intranet needs and ‘social’
By: Ronald Sunarno
Employee Engagement is a growing topic
A framework for measurement: Organization Engagement Quotient
Highly engaged organization:
1. Productivity
2. Employee satisfaction
3. Knowledge Base
4. Level of collaboration
5. Expertise sharing
A framework for measurement
Highly engaged organization:
1. Productivity – measured from operational and organizational KPI
2. Employee satisfaction – measured from survey, usage statistics
3. Knowledge Base
4. Level of collaboration
5. Expertise sharing
A framework for measurement
Highly engaged organization:
1. Productivity
2. Employee satisfaction
3. Knowledge Base
4. Level of collaboration
5. Expertise sharing
Measuring Success on Knowledge Base
• Number of visits
• Number of discussions in forum
• Number of likes
• Content rating
• Number of documents stored
• Number of usage (clicked, views)
• Number of queries
• Number of abandoned queries
Currently Accessible Out-of-the-box metrics from typical Intranet platforms
Measuring Success on Knowledge Base
• Number of visits
• Number of discussions in forum
• Number of likes
• Content rating
• Number of documents stored
• Number of usage (clicked, views)
• Number of queries
• Number of abandoned queries
Shows an indication of “attempt” but not necessarily successNo dimension of time – how long to get to the answer?
Out-of-the-box metrics
Measuring Success on Knowledge Base
• Number of visits
• Number of discussions in forum
• Number of likes
• Content rating
• Number of documents stored
• Number of usage (clicked, views)
• Number of queries
• Number of abandoned queries
“Likes and rating” are explicit actions from userPotentially stronger signal but how many took the time?
Out-of-the-box metrics
Measuring Success on Knowledge Base
• Number of visits
• Number of discussions in forum
• Number of likes
• Content rating
• Number of documents stored
• Number of usage (clicked, views)
• Number of queries
• Number of abandoned queries
Shows quantity of resources, but what about quality?Or relevance? – are the quality resources actually needed?
Out-of-the-box metrics
Measuring Success on Knowledge Base
• Number of visits
• Number of discussions in forum
• Number of likes
• Content rating
• Number of documents stored
• Number of usage (clicked, views)
• Number of queries
• Number of abandoned queries
We know people are looking for X, but did they find it in the end?
Out-of-the-box metrics
Measuring Success on Knowledge Base
• Number of visits
• Number of discussions in forum
• Number of likes
• Content rating
• Number of documents stored
• Number of usage (clicked, views)
• Number of queries
• Number of abandoned queries
So close!!! But to measure success, I don’t care how many people are abandoning their search for the term “TPS form”.
I care on how many people are giving up for any term
Out-of-the-box metrics
out-of-the-box analytics is:
Focused on the statistic of the resources, Not organizational insight.
Useful for content champions, but useless for project sponsor.
Knowledge Base in action
People are used to Google. They search
Knowledge Base in action
They go through the search result, click on a few thingsMaybe try an analogous term, then click a few more
Knowledge Base in action
If they’re lucky, they’ll eventually find something and stop looking
Knowledge Base in action
“Time to Knowledge”:The time it takes for someone to find a resource until they stopped looking. It is indicative of a successful search. Or if it’s too long – a failed search
Time-to-KnowledgeLow avg shows:effective use of the Intranet to share high quality & highly relevant resources
SUCCESSFUL KNOWLEDGE BASEHigh avg shows:most people cant find what they want
FAILED KNOWLEDGE BASE
Intranet ROI can easily be calculated in how an Intranet improve the avg. time-to-knowledge
Opportunity! All these things are not available out-of-the box
Collaboration in actionRon found Jan’s document through search
Andrew found’s Ron work… cycle continues
Collaboration in action
He leverage Jan’s work and created a derivative work in half the time
Andrew found’s Ron work… cycle continues
Collaboration in actionRon’s work is reviewed by his peers. The quality increases
Andrew found’s Ron work… cycle continues
Measuring Collaboration
Avg. no. of contributors per document
Shows:
- People are not playing document ping pong via email
- People are actually not working in silo
Opportunity! All these things are not available out-of-the box
Measuring Collaboration
• Avg. no. of cross-teams/deparments/offices contributions
• No. of files available for viewing outside their departments
Shows: effective knowledge sharing across functions/locations, etc.
Opportunity! All these things are not available out-of-the box
Who’s the influencer?
• Top people whose documents been copied the most!
Opportunity! All these things are not available out-of-the box
Empower the users
• Is MY ORGANIZATION working together?
• Is MY DEPARTMENT working together
• Is MY TEAM working together?
• Who have viewed and read MY DOCUMENTS?
• How many of MY DOCUMENTS have been leveraged?
Innovation Engine
• Trending “topic”
Opportunity! All these things are not available out-of-the box
people are writing documents about social organization in the Intranet, should we as a company look into what it’s all about
Summary #1
• Organization Engagement Quotient is a key set of metrics useful to CIOs and COOs in having a birds eye view of:
• The organizational culture (are people working together?), and
• efficiency (the pace in which people are finding organizational information)
• Multiple companies are looking at the problem (Microsoft, WebTrends, etc.), however there’s still a huge gap in the market.
Summary #2
• Looking at Intranet as a collaboration platform from the angle of “EQ” gives a glimpse of
a working ideal model for Intranet as an enabler for creating Social Organization
New revelations when looking at Intranet as a
Social Platform
Collaboration Issue #1: Lack of social credence
“Jan didn’t get the credit of Andrew’s work.”
Wouldn’t it be nice if Jan is notified if anyone have read, updated, copied his work?
Opportunity! All these things are not available out-of-the box
Collaboration Issue #2: Virtual water cooler
“Andrew didn’t know Ron is working on the same thing as what he’s doing”
Big shift: tearing down the walls. Automatically announce what people are doing
With privacy settings
Opportunity! All these things are not available out-of-the box