Intranet and digital workplace analytics and success metrics
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This presentation was given at the Digital Workplace conference 2016 in Auckland New Zealand. It outlines my digital analytics maturity model. This model was developed from the intranet analytics report I authored in July 2016. It is the synthesis of my interviews with digital workplace and intranet professionals and work done by Avinash Kaushik on how to add value to analytics. This presentation also looks at intranet analytics tools researched for the analytics report and where they sit within my analytics maturity framework.
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Intranet and digital workplace analytics and success metrics
- 1. which number, which tool Digital workplace success metrics
- 3. Why success metrics ?
- 4. Analytics is a quick win
- 5. Part 1 The intranet analytics report
- 6. Part 2 What we learned Developing Maturing Operational Starting out
- 7. Part 3 Take aways for you
- 8. Background to the report
- 9. Sam Marshall – ClearBox consulting ClearBox consulting UK commissioned the Intranet Analytics report. Available from http://www.clearbox.co.uk/resources/intranet-analytics-report/
- 10. Time
- 12. 15 Digital workplace practitioners 15
- 14. The good and the bad of intranet analytics products.
- 15. HarePoint $$
- 16. Cardiolog $$$
- 17. Piwik $$$
- 18. Webtrends $$$
- 19. NGAGE $$$
- 21. Introductions • You’ve probably sat down with someone you know so lean forward or backward and introduce yourself to someone you don’t know. • Find out what analytics tool they use on for their digital workplace • Find out what they think of it
- 22. Digital workplace professional distillate
- 25. Data puke
- 29. Tactical dashboards Analysis Many staff travel in the afternoon so they don’t use the intranet Weekend staff tend to not use the intranet because they are working in the factory Recommendation Post the most important news on Mondays at 8am Put a screen in the factory floor tea room showing the news
- 31. Strategic dashboards Analysis Saturday and Sunday staff are still working on email. Our national phone toll bill between offices is still over budget every week. Recommendation Trial turning off email delivery from 1am Saturday until 1am Monday to staff phones. Carry out skype for business training. Impact Happier staff and we will comply with the no work at weekends government directive. Organisational efficiency goes up and toll bills go down.
- 32. Analytics maturity quotes “Site owners want metrics” “analytics by segment” “focus on insights” “Just show me the numbers”
- 34. Key elements for each maturity level Developing: data & analysis Maturing: data, analysis, recommendation Operational: data, analysis, recommendation, impact Starting out: data
- 35. Occam’s razor • Ref http://www.kaushik.net/avinash/digital-dashboards-strategic- tactical-best-practices-tips-examples/
- 36. Avinash Kaushik’s access understanding model Intranet & Digital workplace teams
- 37. Analytics maturity product fit Developing Maturing Operational Starting out
- 38. Part 2 Summary
- 40. WebTrends analytics change on previous SharePoint dashboard percentage change
- 42. Analytics maturity framework key learning Analysis Saturday and Sunday staff are still working. Our national phone toll bill between offices is still over budget every week. Recommendation Trial turning off email delivery from 1am Saturday until 1am Monday to staff phones. Carry out skype for business training. Impact Happier staff and we will comply with the no work at weekends government directive. Organisational efficiency goes up and toll bills go down.
- 43. Interviewee gold
- 44. HR content helps call centre
- 45. Reduced SharePoint online costs
- 46. Best time to communicate
- 47. Workflow based on analytic values
- 48. Busy lives
- 49. Working week
- 50. Give
- 51. Give 2.5% to analytics
- 52. Present for you
- 53. 7 steps to better intranet analytics 1. 10am Tuesday for 1 hour. 2. What numbers can you get? 3. Do the thinking: define objectives, goals and success measures. 4. Record success measures week on week. 5. Record and do a change you think will improve one measure. 6. Repeat 5 until the measure improves. 7. Chose another measure, and improve it. 8. Present your data, analysis and recommendations to the boss.
- 54. Dorje McKinnon www.vajra.co.nz - Analytics review - Metrics advice
- 55. Photo credits • Bungee jump https://www.flickr.com/photo/sgj_thewhite/8855033499 • Busy keyboard https://www.flickr.com/photos/trekkyandy/1528006386 • Calendar https://www.flickr.com/photos/dafnecholet/5374200948/ • Cash rolls https://www.flickr.com/photos/pictures-of-money/17123251389 • Christmas house https://www.flickr.com/photos/ifl/6558479829 • Couple with glasses https://www.flickr.com/photos/vivekjena/5340685871 • Fire breathing https://www.flickr.com/photos/pasa/10122885304 • Fish and chips https://www.flickr.com/photos/andynash/13465435424 • Gauges https://www.flickr.com/photos/55229469@N07/16368237269/ • Give street art https://www.flickr.com/photos/newtown_grafitti/7378873428 • Good Bad sign https://www.flickr.com/photos/richardsummers/2271316676 • Child in classroom Sowton; https://www.flickr.com/photos/globalactionnepal/15616334542 • Soviet era poster https://www.flickr.com/photos/jlascar/8673951753 • Whiskey distillary still https://www.flickr.com/photos/bjaglin/306685919
Editor's Notes
- How to measure success in the digital workplace by choosing the right metrics and the right tool.
- ……
- Who cares about success metrics ? Why talk about analytics ? It’s an expensive luxury ? Some of the products are at least NZ$50,000 This is very true but there is money on the table you could pick up for free too.
- I’m going to ask you to take a leap of faith with me. Analytics and metrics is a quick win. Almost everyone I’ve ever talked to about analytics says they should do more with it but they don’t. Look out for the maturity framework, which will give you a guide for how to improve analytics in your organisation for $0 ….. Today I’ve got three parts to this session
- Part 1 of our session focuses is the intranet analytics report, I’ve just authored AND What I discovered about the digital workplace metrics and analytics products in the market.
- Part 2 of my talk today focuses on the Analytics maturity framework we developed after talking to digital workplace professionals like yourselves and vendors.
- And finally (part 3) Takeaways for you. Inspirational stories and gifts you can use to make your digital workplaces better. And answers to your questions.
- Sam’s goal with commissioning the report was to generate leads for his business and to give back to the community because until now there no one has compared the products available or offered some insight into how the intranet professionals like you think about analytics.
- So some time went past, quite a lot of time and only a couple of weeks ago did the report get published.
- So Part 1 – what we discovered about the products and how we did the work.
- These are the products we investigated. Those in the bottom row we weren’t able to do vendor interviews with.
- One slide per product
- HarePoint “Simple installation, easy to use interface and reports ready to use. HarePoint, the first step beyond out of the box or free SharePoint analytics. Good for activity and content, not so great for communication, collaboration or culture
- CardioLog does more than any other tool we looked at. Getting the most out of it needs someone to understand it. Activity, content, communication, collaboration, culture, search all covered well along with lots of nice to have features. Cardiolog is great at segmenting the data using information about users from ActiveDirectory or other sources like PeopleSoft.
- Opensource with pro option, it is popular with organisations that want analytics on their own servers. It can be integrated with many intranet solutions. Only one that complies with EU (French and German) privacy requirements. It is a developing product and measures activity, content, and communication well. SharePoint is a growing proportion of their business.
- Webtrends has a good looking user interface, change over time metrics and support clients like. It does activity, content, communication well and can be used to measure collaboration and culture. The really nice feature here is how it shows change compared to previous period, easy and clean UI
- NGAGE blows other tools out of the water when it comes to staff engagement analytics. Like Cardiolog Activity, content, communication, collaboration, culture, search are all covered well. Unlike CardioLog NGAGE has a very interesting feature focused on the future – targets.
- In summary the products have strengths and weaknesses in different areas. No matter which one you have, or even if you just have the out of the box analytics that come with your product you can get value. The key to extracting that value I’ll talk about in the next section. - But right now ……
- Now time to take a risk You’ve probably sat down with someone you know so lean forward or backward and introduce yourself to someone you don’t know. Find out what analytics tool they use on for their digital workplace Find out what they think of it
- Here we are at part 2 - So what were we able to distil from the digital workplace professionals we interviewed ?
- Firstly we found that digital workplaces tend to fall into four levels of analytics maturity.
- Inconsistent use of numbers, and passing of numbers to senior staff without any contextual information.
- Just data without any context or meaning
- The next level of analytics maturity we called developing. Usually this means the intranet team providing dashboards and reports to those who request them, learning along the way and improving in an ad hoc way
- Data for the site owner, specific to their site. No interpretation, but with a member of the intranet team who can help site owners understand the graphs if they ask
- The third level I’ve called maturing, Providing context to the data and thus adding value. Examples I saw of this were situations where recommendations were made, as in the following example
- Add value by doing some analysis (things that made the data move) Mondays (brown) and Weekday (dark green)
- Operational analytics maturity is about metrics and analytics being the way of working in the organisation. Moving beyond analysis and recommendations to focusing on the impact on organisational goals and vision.
- Make sure you add analysis, recommendation and the impact of your recommendation.
- To summarise each of the levels : Starting out, Developing, Maturing, Operational
- Intranet analytics maturity summary
- Intranet analytics maturity summary. Why is this important ? For $0 as soon as you stop giving senior staff Numbers and add your comments / analysis the discussion moves from “What is this??” to “Should we or shouldn’t we do X”
- Full disclosure. The model I’ve developed of starting out being just data and operational involving data, analysis, recommendation and impact is a merge or my analytics maturity model and the ideas of Avinash Kaushik
- Avinash data as a challenge in any context because the higher up the chain of command the less nuance is understood. Hence the need for analysis, recommendation and impact to be specified by those at the coal face – you.
- To tie things up and make life a bit easier for you, here is where we think the products sit within the maturity model.
- So what have we learnt: Just like school – call them out. What were the elements of the products that stood out for you ? What elements of the analytics maturity framework interested you ? Color Change over time Change compared to previous period Graph annotations Targets to see into the future Provide analysis, recommendation and impact rather than data
- Trend lines for selected metric, colour for better or worse compared to previous period, graph annotations and…..
- percentage change compared to previous period
- Ngage provides targets which really delight me and I hope you too. The reason is that “compared to previous period” is just that backward looking. Targets, now that is forward / future focused.
- Make sure you add analysis, recommendation and the impact of your recommendation.
- Part 3 Ideas and solutions digital workplace professionals told us about during the interviews that I hope will spark an idea for making your intranets and digital workplaces better.
- Search terms found no content in HR intranet site. HR had high call volumes about that topic to their call centre. Adding content decreased call centre work.
- Analytics identified 7000 sites existed and only 1500 were used. More than US$10,000 saved. Making the analytics software easy to justify.
- The intranet team helped the communications team identify which days of the week and times of day were best for them to put out their most valuable communications, and their least. Monday and Tuesday in this case.
- Analytics exposed to workflow – you can use high end products or as one group at the conference today did, copy the analytics numbers into a sharepoint list and then run SharePoint workflows off that list updating site, library and list owners with congratulations for high usage and an offer of extra support from the intranet team. Those with low usage get notified of when their site will be archived. Definitely in the maturing/operational part of our framework.
- I know you all have busy lives, and I did say there would be presents at the start. But first . . .
- So how about this – think about your working week. Forty hours of it if you’re lucky enough to only do 40. Source https://commons.wikimedia.org/wiki/File:Office_room_icon.svg
- Now I need you to give yourselves something
- Give one hour a week to analytics, only 2.5% of your working week. Do it for three months. Just 16 hours. Then decide for yourself how much value analytics provides.
- So what is the present I’ve talked about
- How committed are you ? Who is going to publicly give up 2.5% of their time for analytics ?
- So if you’re looking for a digital workplace analytics review or intranet success, give me a call and I’ll help you take some of the weight off your shoulders.