The old axiom applies to intranets too: what gets measured gets done. Learn from analytics expert Bryan Robertson how to establish metrics that can be used to measure success and establish a baseline to measure intranet performance going.

1. Establishing KPIs /
Baselining Your Intranet
Bryan Robertson
Sr. Analyst OpenRoad
© OpenRoad Communications 2010 / 2011

2. DEFINITIONS
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3. Benchmarking
comparing one's business processes
and performance metrics to industry
bests Flickr Creative Commons - Dawn Endico – http://www.flickr.com/photos/candiedwomanire/36075713/
PP Digital – (CC)

4. Baseline
initial known value which is used for
comparison with later data
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5. KPI – Key Performance Indicator
“(KPIs) are simply a tool for assessing the impact
of a particular project or activity.
While these are often numeric in nature („improve
sales by 20%‟) they can also be qualitative
(„improve staff satisfaction levels‟).
In either case, metrics provide clear and tangible
goals for a project, and criteria for project
success.”
-- James Robertson “Metrics for knowledge
management and content management”
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6. MEASUREMENT PROCESS
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7. Measurement Process
Measurement
Well formed Sound
Clear strategy & Improvement
KPIs implementation
Process
© OpenRoad Communications 2010 / 2011

8. Measurement Process
Measurement
Well formed Sound
Clear strategy & Improvement
KPIs implementation
Process
© OpenRoad Communications 2010 / 2011

9. Clear Strategy
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10. Measurement Process
Measurement
Well formed Sound
Clear strategy & Improvement
KPIs implementation
Process
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11. KPI DEVELOPMENT
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12. Define Success
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13. Success Evidence
Financial
Behavioural
Physical
Experiential
Attitudinal
Technical
© OpenRoad Communications 2010 / 2011

14. Success Examples
Financial Spend less money on paper
Behavioural Employees store proposal documents
in SharePoint instead of the LAN
folders
Technical Intranet pages will load more quickly
than the old CMS
Attitudinal Employees express satisfaction with
the intranet
Experiential Time required to submit expenses is
reduced
Physical Intranet users exhibit lower symptoms
of stress
© OpenRoad Communications 2010 / 2011

15. Draft KPIs
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16. Metric Examples
Spend less on paper • Monthly paper spend
• Monthly paper spend per employee
Proposals stored in • SharePoint proposal folders created per month
SharePoint • Ratio of SharePoint to non-SharePoint proposal
folders
Intranet page load • Weekly average page load time
• Daily maximum page load time
Employee • Average employee intranet satisfaction rating
satisfaction (survey)
Expenses task time • Average monthly time to submit expenses
Fewer stress • Average resting heart rate per shift
symptoms
© OpenRoad Communications 2010 / 2011

17. Review KPIs
it
orm
unction
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18. Review KPI Fit
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19. Review KPI Form
“ Use rates, ratios, percentages and averages
instead of raw numbers
Leverage tachometers and thermometers and
stoplights instead of pie charts and graphs
Provide temporal context and highlight change
instead of presenting tables of data
Drive business-critical action”
-- Eric T Peterson “The Big Book of Key
Performance Indicators”
© OpenRoad Communications 2010 / 2011

20. Review KPI Function
On strategy?
Have buy-in?
Mission critical?
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21. Measurement Process
Measurement
Well formed Sound
Clear strategy & Improvement
KPIs implementation
Process
© OpenRoad Communications 2010 / 2011

22. Sound
IMPLEMENTATION
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23. Design to measure
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24. Measurement Project
Planning
Development
Processes
Testing
© OpenRoad Communications 2010 / 2011 ppdigital – (CC)

25. Measurement Process
Measurement
Well formed Sound
Clear strategy & Improvement
KPIs implementation
Process
© OpenRoad Communications 2010 / 2011

26. MEASUREMENT
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27. Data points for trend
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28. Determine baseline
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29. Reporting
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2009

30. Action
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31. SUMMING UP
© OpenRoad Communications 2010 / 2011

32. Measurement Process
Measurement
Well formed Sound
Clear strategy & Improvement
KPIs implementation
Process
© OpenRoad Communications 2010 / 2011

33. Flickr Creative Commons - mandiberg – http://www.flickr.com/photos/theredproject/3302110152/

34. Bryan Robertson
bryanr@thoughtfarmer.com
604.694.0554 x105
twitter.com/bryantrobertson
thoughtfarmer.com/blog
© OpenRoad Communications 2010 / 2011