Measuring SharePoint Adoption and Engagement. In this presentation, Peder Enhorning, President & CEO, Unilytics Corporation, expounds on the importance of using web analytics to measure SharePoint engagement, productivity, process streamlining and automation, and preferred communication channel.
2. Agenda
• Web Analytics Basics
• SharePoint Web Sites
• What to Measure; Importance of KPIs
• Governance
• SharePoint Web Analytics
• SharePoint KPIs
• Collection of Measures & Reporting Options
• Q&A
3. Unilytics Overview
• Leading provider of Web Analytics technologies and
services
• Since 2001
• SharePoint web analytics since 2008
• 800+ customers across North America
• Largest in Canada and Top 5 in North America
4. Web Analytics
“is the measurement, collection, analysis
and reporting of web data for purposes
of understanding and optimizing web
usage”
9. Types of sites
• Lead generation • Customer education
• Brand awareness • Self-service
• eCommerce • Customer service
• Social networking • Informational
• Entertainment • Intranet
MAKE MONEY SAVE MONEY
10. Intranet site
• Time savings
• Reduced paperwork
• Improved Communication
• Improved Collaboration
• Cost savings
11. Intranet use
1. Communication and collaboration
2. Web publishing
3. Business operations and
management
4. Intranet portal management
12. Communication and collaboration
• send and receive e-mail, faxes, voice
mail, and paging
• discussion rooms and chat rooms
• audio and video conferencing
• virtual team meetings and project
collaboration
• online company discussions as events
(e.g., IBM Jams)
• inhouse blogs
13. Web publishing
Develop and publish hyperlinked multi-
media documents such as:
• policy manuals
• company newsletters
• product catalogs
• technical drawings
• training material
• telephone directories
14. Business operations and management
• order processing
• inventory control
• production setup and control
• management information systems
• database access
15. Intranet portal management
• centrally administer all network
functions
• give users access to a variety of internal
and external business tools/applications
• conduct regular user research to identify
and confirm strategy (random sample
surveys, usability testing, focus groups)
16. Employee Productivity
How do information workers spend each week?
• Assume $75,000 per employee
Email (13 hours) $21,000
Info. Searching (9 hours) $14,000
Analyzing info. (8 hours)
Comm./collaborating (6.5 hours) $54,000 $13,000
$11,000
Creating content (6 hours) $10,000
Publishing info (4 hours) $6,000
Source: IDC 2009
17. Employee Productivity
• $75,000 per year
• Save 1 hour per week (assume 40 hrs/wk)
Min
• 10,000 employees
• Saving of $19 million!
$300,000!
25. Many conversions exist in INTRANETS
• Rate a page • Post comment or • Complete application
• Scroll to the bottom feedback • View account statement
• Successful logins • Download document • Rate content
• Fill in form • Complete the video • Supply e-mail/buddy list
• Set up My Account • Register for event • Post link-back
• View a video • Print coupon • View blog entry
• Update profile • Click on promo • Rate article on external
• Read about event • Opt-in service
• Respond to an e-mail • Submit question • Sign-up for podcast
campaign • Contact via cross- • Change site preferences
• Forward to a friend channel • View details of
• Make a payment • In-store purchase information
26. How to measure conversions?
Key Performance Indicators
(KPIs)
29. What are NOT KPIs
• Number of Visitors
• TOP 10’s
• pages, visitors, downloads, countries, etc.
30. What ARE KPIs - RAPR
• Rates
• Averages
• Percentages
• Ratios
31. What ARE KPIs
• Rates Form-fills
• Averages Rating per Article
• Percentages Registrations to Visitors
• Ratios Submit Question
All should be looked at over time
32. Goals & Upper Management
High level business Goals & Objectives
Objectives
Critical Items that are vital for a strategy to
Middle Management
be successful
Success Factors
Special Metrics that tell you how you
KPIs Analytics Team
are doing
Relationship of Measures
Metrics Technical Staff
Rates, Averages, Percentages or Ratios
Measures Raw numbers and data
Analytics data
(web analytics data, off-line touch-points, customer
databases, email marketing)
33. Goals & Objectives
Critical Success KPIs are driven by
Factors business Goals
KPIs BUT…
Metrics
KPIs are constructed from
Measures
Measures
34. Goals & Objectives Increase Sales
Critical Success Increase Leads by 25% next 12 months
Factors
Conversion ratio of visitors to leads,
KPIs leads per referrer
Conversion ratio of visitors to leads, PDF
Metrics downloads by registered visitor, leads per
referrer
Measures Visitors, leads, PDF
downloads, registrations, referrers
35. Goals & Objectives Decrease Support Services Cost
Critical Success Decrease Call Center calls by 20% next
12 months
Factors
Ratio of call center calls to online
KPIs support, self-service registration per
employee
Ratio of call center calls to online
support, self-service registration per
Metrics employee, PDF downloads by employee
Visitors, call center calls, page views, PDF
Measures downloads, self-service
registrations, referrers
36. Goals & Objectives Improve Productivity, Reduce Cost
Critical Success Decrease average search duration by 1
Factors minute in the next 12 months
Ratio of Search per visits, average time
KPIs spent on search results page
Ratio of Search per visits, average time spent
Metrics on search results page, Likes by employee
Measures Visitors, Likes, searches, page
views, searches consumed, time spent on
search result, PDF downloads, registrations
38. Web Analytics Governance
• Accountability – who does what, when, why and how
• Accessibility – ensure analytics and reports are
accurate, available, timely, and of direct value to
stakeholders
• Community – Representation from all relevant
business owners and technology teams
• Uniformity – Definitions and policies set for all
analytics reports, terminology, KPIs &
calculations, reporting cycles, information
dissemination, and routine review of governance for
enhancements
42. SharePoint Analytics - Summary
Characteristics:
• Users typically log in to use the system
enabling excellent unique visitor tracking
• Internal sites discourage tracking by hosted
services, making software on premise
attractive
• Native SharePoint analytics is very limited
43. SharePoint – 2011
• 125+ million licenses of SharePoint
have been sold
• 20,000 new users are added every
day
• 94,000 Partners have been trained
to use SharePoint
• 65,000 customers and counting
44. SharePoint – Document Collaboration
Community Engagement:
View the interaction between:
• Unique individuals
• Teams
• Departments
• Organization as a whole
45. SharePoint – Social Platform
My Sites (My Newsfeed, My
Content, and My Profile)
Enables users to:
• Tag
• Comment on
• Rate content of interest to them
46.
47. SharePoint “Measures”
1. Content Interaction
2. Content Use
3. Findability
4. Support
5. Subscriptions
6. Campaigns & Conversions
7. Communication Channels
8. Chat
48. Measures – Content Interaction
• Errors
• E/F consumption
• Meta Tag Values; authors, key
words, subject
• Breadcrumbs
• Document Actions
• Page Render Time
• Personalization Actions (My Sites)
• Position
• Web Parts
49. Measures – Content Use
• Comments; indicate content of interest
• Favourites, Comments & Likes
• Prints Forms; hard copy vs online
• Alert Subscriptions
• Downloads
50. Measures – Findability
• Result Pages Viewed
• Search Refinements
• Search Result Count
• Search Terms
56. SharePoint KPI Categories
1. Increased Engagement
2. Increased Productivity
3. Preferred Communication Channel
4. Process Streamlining and Automation
57. Increased Engagement KPIs
Based on the goal of supporting corporate
culture and communities.
KPIs are related to measuring adoption of the
intranet and cultural influence and the
facilitation of culture the intranet provides.
58. Increased Engagement KPIs
• Average List Subscriptions per User
• Average Visit Duration by Team
• Ratio of Active Documents by Team members
• Percent of Communications Via Intranet
• Percent of Daily Bulletin Sends With Activity
• Ratio of Content Rejections to Approvals
• Ratio of Visits to Visitors
59. Increased Engagement KPIs (con’t)
• Percentage Web Parts per content
• Average "Likes" per Item
• Average Searches Executed per Visit
• Average Refinements per Search
60. Increased Productivity KPIs
Based on the goal of promoting innovation in
process.
KPIs evaluate the impact the intranet has on
improving staff member’s productivity.
61. Increased Productivity KPIs
• Average Searches Executed per Visit
• Ratio of Searches per Visit
• Ratio of Home Page Personalization
Activities to Visits
• Most Active Sites/Sub-Sites
• Top Exit Pages
62. Preferred Communication Channel
Based on the goal of enhancing staff
collaboration and facilitating the
communications between staff members.
KPIs measure how well the intranet increases
and eases collaboration between staff and
teams.
63. Preferred Communication Channel KPIs
• Average Comments per Item
• Ratio of Support Calls to Online Support
• Average Blog Subscriptions per User
• Percentage of New vs. Returning Visitors
• Ratio of Video Starts to Video Completes
• Top Campaigns Driving New Visitors
64. Process Streamlining and Automation KPIs
Based on the goal of becoming a business
enabler and fostering greater knowledge
sharing between teams.
KPIs deal with evaluating how well the
intranet improves internal processes.
65. Process Streamlining and Automation KPIs
• Ratio of "Contact Us" Views per page
• Percentage Change Requests Submitted by
Site
• Percentage Requests by Team
• Percentage Searches Used by Search Result
Type
66. Web Analytics Packages
Webtrends • Invented WA
• IIS logs
• Java Script
• Software on Premise and SaaS
Adobe SiteCatalyst • Market leader
• Java Script
• SaaS
Google Analytics • Free
• Java Script
• SaaS
• No PII
74. Solution Comparison
Reporting Method Log based Out-of-the-box
reporting JavaScript
Technology Process Webtrends, GA,
standard Log Omniture
Files
75. Solution Comparison
Reporting Method Log based Out-of-the-box Customized
reporting JavaScript JavaScript
Technology Process Webtrends, GA, Customized tagging
standard Log Omniture script by WA vendors
Files
76. Solution Comparison
Reporting Method Log based Out-of-the-box Customized Bridged JavaScript
reporting JavaScript JavaScript
Technology Process Webtrends, GA, Customized tagging Adds Library which does
standard Log Omniture script by WA vendors not require changes to
Files SharePoint core.js
77. Solution Comparison
Reporting Method Log based Out-of-the-box Customized Bridged JavaScript
reporting JavaScript JavaScript
Technology Process Webtrends, GA, Customized tagging Adds Library which does
standard Log Omniture script by WA vendors not require changes to
Files SharePoint core.js
Web Parts, Breadcrumbs,
Content Groups
78. Solution Comparison
Reporting Method Log based Out-of-the-box Customized Bridged JavaScript
reporting JavaScript JavaScript
Technology Process Webtrends, GA, Customized tagging Adds Library which does
standard Log Omniture script by WA vendors not require changes to
Files SharePoint core.js
Web Parts, Breadcrumbs,
Content Groups
Document Actions;
downloads, checkouts
79. Solution Comparison
Reporting Method Log based Out-of-the-box Customized Bridged JavaScript
reporting JavaScript JavaScript
Technology Process Webtrends, GA, Customized tagging Adds Library which does
standard Log Omniture script by WA vendors not require changes to
Files SharePoint core.js
Web Parts, Breadcrumbs,
Content Groups
Document Actions;
downloads, checkouts
Unique Visitor tracking
80. Solution Comparison
Reporting Method Log based Out-of-the-box Customized Bridged JavaScript
reporting JavaScript JavaScript
Technology Process Webtrends, GA, Customized tagging Adds Library which does
standard Log Omniture script by WA vendors not require changes to
Files SharePoint core.js
Web Parts, Breadcrumbs,
Content Groups
Document Actions;
downloads, checkouts
Unique Visitor tracking
Leave underlying
SharePoint untouched
81. Solution Comparison
Reporting Method Log based Out-of-the-box Customized Bridged JavaScript
reporting JavaScript JavaScript
Technology Process Webtrends, GA, Customized tagging Adds Library which does
standard Log Omniture script by WA vendors not require changes to
Files SharePoint core.js
Web Parts, Breadcrumbs,
Content Groups
Document Actions;
downloads, checkouts
Unique Visitor tracking
Leave underlying
SharePoint untouched
SharePoint hosted service
support
83. Dashboards
• Emphasize graphics over text
• Measure against specific objectives – using KPIs
• Fit on a single page (without scrolling)
• Single glance with little or no “interpretation”
necessary
• Are customized specifically for the information
consumer
84. Dashboards
• Automated Excel based dashboards
• Only updates changes
• Eliminates weekly or monthly summary report
creation!
85. 4 Pillars of Web Analytics
1. Requires continual monitoring and being
proactive
2. Cross-channel, not departmental or in silos
3. Powered by people and processes, not just
technology
4. Depends on interpretation, not data
collection and reporting
Is your web site delivering the expected value? Are internal communication and document collaboration effective? Are staff and business partners experiencing your sites in a positive way? optimize site content; measure social community features available to employees, partners and customers; improve employee productivity; expand business intelligence; and minimize impact on the bottom line.
How many people here use SharePoint for Intranet vs Internet
Instead of telling you about what we do, I thought I would tell you what a lousy job the whole industry has done! Analytics suppliers have made a mess of everything!Nobody should care about all the reports. They’re boring!Instead, we need to draw meaning from them and we can’t do that if we don’t extract the important stuff!The majority of clients we work with ask us to come in and help them get their products working. By that they mean set up proper tagging and get reports configured and built. But the real pay-off is understanding what it all means! They often don’t use the reports to drive change and make improvements. It’s more just a passive curiosity. To drive this change requires buy-in from a Director with overall marketing and communication responsibility. And that is why web analytics governance is important, so everyone understands what the other is doing and that they work together for a common goal.
Often clients struggle with this question
While all web sites are different and have different objectives, fundamentally there are only two types of sites: those that make money and those that save money.
While all web sites are different and have different objectives, fundamentally there are only two types of sites: those that make money and those that save money.
There are lots of different web sitesBut fundamentally, there are only two types; those that make money and those that save money
How many people here use SharePoint for Intranet vs Internet
How many people here use SharePoint for Intranet vs Internet
Henry IV Cognac aged 100 years, $2 million6,500 brilliant cut diamonds
How many people here use SharePoint for Intranet vs Internet
It’s important to have a roadmap or progression for web analytics. We have created one that is Task orientedLets you know where you are and where you are going
Studies show that web analysts spend 90% of their time evaluating number of visitors and page viewsBut should we be measuring more visitors, hits or page views? Most organizations don’t have as GOAL to simple have more visitors. What if they are from geographical areas we don’t serve or those visitors don’t need what we offer?
All sites need to be promoted because we want more conversionsWhat is the value in seeing more page views or visitors? Those are not indications of how we are doing. A business goal is NEVER to simply get more traffic
Conversions are much more than tracking successful shopping cart check-outs or ecommerce activities, but include: filling in a form downloading a document Submitting a questionHowever, it’s still not enough to simply measure the number of conversions. We have to somehow compare or relate conversion counts to something else. The best way to accomplish this is to use Key Performance Indicators (KPIs) which are values that describe ratios, percentages, rates, or averages. Well designed KPIs should immediately inform how your site and organization is performing. So, instead of searching through verbose, untargeted reports, you could instead simply review specific values to understand how your web site is performing. And since KPIs are calculated measures from multiple web analytics reports and other data silos, the natural place-holders for KPIs are in dashboards that are automatically updated and customized for different audiences.
Conversions are much more than tracking successful shopping cart check-outs or ecommerce activities, but include: filling in a form downloading a document Submitting a questionHowever, it’s still not enough to simply measure the number of conversions. We have to somehow compare or relate conversion counts to something else. The best way to accomplish this is to use Key Performance Indicators (KPIs) which are values that describe ratios, percentages, rates, or averages. Well designed KPIs should immediately inform how your site and organization is performing. So, instead of searching through verbose, untargeted reports, you could instead simply review specific values to understand how your web site is performing. And since KPIs are calculated measures from multiple web analytics reports and other data silos, the natural place-holders for KPIs are in dashboards that are automatically updated and customized for different audiences.
I may get some disagreements, but these are not KPIsNone of these values tell you how you are doing. They are not actionable.
I don’t know if Eric Peterson first described KPIs as being expressed in these four ways but he did in his “Big Book on KPIs”KPIs are always described as:RatesRatiosAveragesPercentages
I don’t know if Eric Peterson first described KPIs as being expressed in these four ways but he did in his “Big Book on KPIs”KPIs are always described as:RatesRatiosAveragesPercentages
I and Eric will cover some of these other topics, but I wanted to just briefly speak to Web Analytics Governance.
All configuration, access, and direction provided by a single person or a single web analytics team. End users may be granted direct access to the web analytics software to retrieve or schedule their own reports. End users go directly to the web analytics team for support and/or troubleshooting.
The web analytics team, or person, grants access to power-users that manage their respective teams or departments. The web analytics team is responsible for training the power-users and assisting them with troubleshooting that they are unable to resolve.End users work with their assigned power-user to resolve any questions they have or troubleshooting that may be necessary. End users do not interact directly with the web analytics team.
Representatives from each department form a web analytics committee. A sponsor from the executive management team ensures web analytics has the appropriate visibility across the organization. The web analytics committee provides direction and prioritization for the web analytics team.The web analytics team, or person, grants access to power-users that manage their respective teams or departments. The web analytics team is responsible for training the power-users and assisting them with troubleshooting that they are unable to resolve.End users work with their assigned power-user to resolve any questions they have or troubleshooting that may be necessary. End users do not generally interact directly with the web analytics team. They also report their concerns, findings, and KPIs to the manager of their web analytics team representative, closing the governance loop.
SharePoint is not a Page oriented solution
SharePoint is not a Page oriented solution
Errors - The higher the error rate, the poorer the user experience. E/F - Are predominantly French-speaking teams consuming more content in English? Is this an indicator of translation quality or accessibility?Meta tags will include things like “author”, “keywords”, “subject”. As people post, view, or delete content will show on what types of content are the most active, frequent keywordsBreadcrumbs can show in what hierarchical structure content is most useful and accessed.By generating document action reports (i.e. use of edits and check-outs), can the content management team identify “content MVP’s” or “loose cannons” to reward or discourage use in the future?Breadcrumbs – do people consume information as you expect them to?
Measures in this group are all related to what people do about content.Another way to understand the difference between the two: content interaction would be publishing new content and content use would be commenting about the newly published content.Most printed forms – good candidates for conversion to online formsAlerts will indicate which content is most important to staffDownloads – most useful documents
Poor performance if people spend too much time on SearchSearches – The most basic measure of findability is searches, which is the execution of a search based on the entered search terms. The higher the number of searches being executed the less findable content is.Result Pages Viewed - can be used to ID content that SHOULD be there compared to what was searched forSearch refinements - “benefits”, “benefits form”, and finally “benefits form 2011”; could deliver “best bets”Search Result Count - This measure is the number of results returned to staff. If there are too many search results it is unlikely staff will even see the results. Searches where the search result count is high and the results pages viewed are high indicate poor performing searchSearch Terms – The actual wordsentered when the staff member performed the search. This allows for reporting on the search terms most frequently appearing, which is often an indicator of content that isn’t easily found through existing information organization. This is also a high indication of lost productivity for staff.
Poor performance if people spend too much time on SearchIssue Code List of common set of codes. Shows what are most common problems and confusion when using the intranet.Resolution Code When an issue is resolved this code indicates how the resolution was achieved. Shows what are most common resolutions. AND it shows what could be good procedures to automate online.
SharePoint offers a number of ways for receiving site content via subscription. RRS Feed Reads are requests for updates – sign of popular contentDocument Library Links –shows the number of times staff has set this up and provides an indicator of the popularity of this feature and the content.RSS Article Requests & Subscriptions–This measure is taken along with the article title to facilitate reporting of which articles have the highest interest.
“Campaigns” is a general term used in web analytics that refers to the effort to alter visitor behaviour. This can include traditional campaign activities, such as banner ads, or e-mail marketing, but can also encompass any action taken to get staff to do, or not do something. Companies often want staff to utilize new features, download forms, participate in team sites, or be aware of upcoming events, for example
comparing these measures will allow companiesto understand the preferred methods of communicating with each other via the intranetBlog Reads–staff to write blogs in their profile page. Recording blog reads allows for the tracking of which staff members produce the most read blogs, and which staff members are reading them.
Incident Code – the purpose of chat sessionRequestor & Responder – staff adoptionSessions and Session Length – indicate popularity of chat
Page oriented vs. browser event driven for SharePoint
SharePoint poses some special challenges when it come to web analyticsThe traditional tools are great at reporting on page oriented metrics, such as Page Views, how many visitors came to the site and what paths they took; what the visitor sources were and if they came to the site responding to a specific campaign. But SharePoint has capabilities that those products struggle with such as Web Parts and Breadcrumbs which is the path people used to navigate the site; Internal Searches and how the site is divided into Sites and subsites. And finally, document actions. This is how people collaborate with the information on the intranet sites, such as checking out documents, what changes they make to them etc. We created Mergence to plug into the traditional set of web analytics products to supercharge the reporting for themWe are able to collect SharePoint specific information such as ……..
even though it works with all major analytics vendors, I’ll tell you why it is best with Webtrends
Web site owners find themselves drowning in data but thirsty for informationKPI’s are the keyKPIs quickly tell how you and the organization is performing
Web site owners find themselves drowning in data but thirsty for informationIt’s difficult to draw meaningful conclusions from information contained in web analytics reports because they are not concise or precise enough. And they deliver mostly data on page views and visitor information when that isn’t really relevant to business goals.