You are here: Home » Type of post » Expert blog » Demonstrating intranet success using metrics

Thanks for visiting the Digital Workplace Group (DWG) website. You'll see this post may refer to the "Intranet Benchmarking Forum (IBF)," the "Digital Workplace Forum (DWF)" or "IBF Live." But that doesn't match our website name!

In a nutshell, we merged IBF and DWF into one service and changed our name to "Digital Workplace Group." The new name represents the broader set of services we've grown to offer, beyond an original focus on just intranets. We also changed the name of our monthly webinar from "IBF Live" to "Digital Workplace Live."

Although we've relabelled things, we're proud of our decade+ history and have left this page intact. Enjoy your time on our site and please contact us with any questions or comments.

This is a guest blog post from independent consultant Deirdre Joy, former intranet manager at Royal Mail, who recently lead a Special Interest Group on Metrics for DWG members.

Having managed an intranet for 8 years and also having been involved in metrics, I’m aware how much of a challenge this is for intranet managers.  Listening to members at the recent Metrics SIG, everyone appreciated that it is important to understand what intranet success means but not everyone had measures in place to demonstrate this success. It was also agreed that without metrics it is difficult to demonstrate the value of the intranet or to prioritise resources.

I took a look at some of the metrics available on an intranet, ranging in cost from team time to expensive software packages.  We had some great discussions around:

  • User/Customer satisfaction
  • Content accessed/User Journeys
  • Performance of site
  • Readability score of content
  • Search terms used
  • Time to complete transactions
  • Number of participants in social areas

Key points:

User/Customer satisfaction surveys

  • Make sure you know how you are going to analyse the data before you set up the survey

Analytics packages

  • Ensure that you provide tailored reports to the target audience so they can use the data

Performance of site

  • Need to understand how your end users experience the site

Readability Score

  • Not all attendees were aware that you can measure the readability and some were going to set it as a measure for content quality

Search Terms used

  • Some attendees were already measuring this and we had a good discussion about how to use this data

Transaction Time

  • This is a great metric for demonstrating the value of your intranet

Number of participants in social areas

  • We had to curtail the discussion about use of social areas on intranets!

Some of the actions that came out of the session for participants were:

  • Define success criteria for the intranet
  • Identify correct metrics and then report appropriately
  • Build business case for analytics package
  • Make reports relevant to target audience
  • Get better understanding of users

And the key messages that came out:

  • Quantitative information is key tool for any intranet manager.
  • Decide your metrics, measure, report, analyse and take action to improve.

As well as offering members benchmarking in Metrics & Performance, IBF has also recently launched the Intranet Financial Value Benchmark.

Related reading:

About the author

Nancy Goebel - DWG's Managing Director for Member & Benchmarking ServicesNancy Goebel is the Digital Workplace Group’s Managing Director, Member Services & Strategic Partnerships.

During her six-year tenure with DWG, Nancy has been involved in account management, benchmarking, research, blogging and executive producing Digital Workplace Live and DW 24.

Prior to joining the Digital Workplace Group, Nancy was a accomplished executive at JPMorgan Chase where she built and led a global team in desigining and implementing an award-winning intranet. She also led digital enablement and business re-engineering initiatives.

Outside work, Nancy is a wine maker, fundraiser, meditator, wife and mother of two.

Connect with Nancy on Twitter: @nancyatdwg or on Google +.

Leave a comment

Are you ready for the digital workplace?
Learn and explore the new digital world of work.
Your information will never be shared with any third party.
Are you ready to connect with DWG?
Learn and explore the new digital world of work.
Your information will never be shared with any third party.