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Developing Metrics that Demonstrate the Value of Technical Communications
1. May 2011 Developing Metrics that Demonstrate the Value of Technical Communications Vic Passion
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6. Source: *Kirkpatrick, Donald L, Evaluating Training Programs: The Four Levels Kirkpatrick’s levels of evaluation and objectives 4. Results 3. Transfer 2. Learning 1. Reactions Performance-based objectives Satisfaction Job task performance Enterprise, division, and departmental objectives
7. Who wants to know the results? 4. Results 3. Transfer 2. Learning 1. Reactions Supervisors, line managers Technical communications managers Managers Department managers, execs, CEO
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15. Business cases #1: After three severe injuries to machine operators, a national paper products company requires all machine operators and managers to receive training on an updated user’s guide. #2: A technology company delivers training to its employees and partners on a new enterprise software system for quoting and ordering. #3: After a tax season in which the software company is unable to keep up with support calls, the company launches an online knowledge base. #4: After getting feedback from clients and suppliers that translated materials and updates to documentation are taking too long, an international online retailer implements single sourcing. 10 mins
18. Calculating ROI Example: Reduce transit technician repair time by 30 minutes per repair 30 min x $100/hour = $50 $50 x 1,500 repairs per year = $75,000 Cost of documentation = $50,000 (Benefit – Cost)/Cost = ROI ($75,000-$50,000)= $25,000 savings $25,000/$50,000 investment = 50% ROI
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21. Business cases #1: After three severe injuries to machine operators, a national paper products company requires all machine operators and managers to receive training on an updated user’s guide. #2: A technology company delivers training to its employees and partners on a new enterprise software system for quoting and ordering. #3: After a tax season in which the software company is unable to keep up with support calls, the company launches an online knowledge base. #4: After getting feedback from clients and suppliers that translated materials and updates to documentation are taking too long, an international online retailer implements single sourcing. 15 mins
After moving to the next slide, ask for a show of hands: How many people in the room are…? Managers Writers Editors PMs Other Ask for another show of hands: How many of you have…? Planned for metrics Tracked metrics Reported metrics up the chain of command
Metrics are quantitative, measurable
So, whether technical communications cost a lot or a little, you might be called upon to demonstrate their value. Or you might want to pitch a tech comms project, in which case you’ll need to be able to project the value of the effort.
Too much text here…two slides?
Same, too much text--,aybe just remove the bullets, add pictures and put bullets in a handout.
For the math challenged, like me…
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Using the same case study, calculate the ROI. Document your assumptions. Choose a group leader to present your ROI.
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