Measuring Organization Engagement

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Measuring Organization Engagement

  1. 1. Measuring Org Engagement Bridging the organizational Intranet needs and ‘social’ By: Ronald Sunarno
  2. 2. Employee Engagement is a growing topic
  3. 3. 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
  4. 4. 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
  5. 5. A framework for measurement Highly engaged organization: 1. Productivity 2. Employee satisfaction 3. Knowledge Base 4. Level of collaboration 5. Expertise sharing
  6. 6. Measuring Success on Knowledge Base Currently Accessible Out-of-the-box metrics from typical Intranet platforms • 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
  7. 7. Measuring Success on Knowledge Base Out-of-the-box metrics • 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 success No dimension of time – how long to get to the answer?
  8. 8. Measuring Success on Knowledge Base Out-of-the-box metrics • 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 user Potentially stronger signal but how many took the time?
  9. 9. Measuring Success on Knowledge Base Out-of-the-box metrics • Number of visits • Number of discussions in forum • Number of likes • Content rating • Number of documents stored Shows quantity of resources, but what about quality? Or relevance? – are the quality resources actually needed? • Number of usage (clicked, views) • Number of queries • Number of abandoned queries
  10. 10. Measuring Success on Knowledge Base Out-of-the-box metrics • 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 We know people are looking for X, but did they find it in the end? • Number of abandoned queries
  11. 11. Measuring Success on Knowledge Base Out-of-the-box metrics • Number of visits • Number of discussions in forum • Number of likes • Content rating • Number of documents stored • Number of usage (clicked, views) So close!!! But to measure success, I don’t care how many • Number of queries people are abandoning their search for the term “TPS form”. • Number of abandoned queries I care on how many people are giving up for any term
  12. 12. 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.
  13. 13. Knowledge Base in action People are used to Google. They search
  14. 14. Knowledge Base in action They go through the search result, click on a few things Maybe try an analogous term, then click a few more
  15. 15. Knowledge Base in action If they’re lucky, they’ll eventually find something and stop looking
  16. 16. 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
  17. 17. Time-to-Knowledge Low avg shows: effective use of the Intranet to share high quality & highly relevant resources High avg shows: most people cant find what they want SUCCESSFUL KNOWLEDGE BASE 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
  18. 18. Collaboration in action Ron found Jan’s document through search Andrew found’s Ron work… cycle continues
  19. 19. Collaboration in action He leverage Jan’s work and created a derivative work in half the time Andrew found’s Ron work… cycle continues
  20. 20. Collaboration in action Ron’s work is reviewed by his peers. The quality increases Andrew found’s Ron work… cycle continues
  21. 21. 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
  22. 22. Measuring Collaboration • Avg. no. of crossteams/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
  23. 23. Who’s the influencer? • Top people whose documents been copied the most! Opportunity! All these things are not available out-of-the box
  24. 24. 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?
  25. 25. Innovation Engine • Trending “topic” people are writing documents about social organization in the Intranet, should we as a company look into what it’s all about Opportunity! All these things are not available out-of-the box
  26. 26. 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.
  27. 27. 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
  28. 28. New revelations when looking at Intranet as a Social Platform
  29. 29. 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
  30. 30. 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

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