The document discusses best practices for measuring knowledge management (KM) success, emphasizing the importance of connecting users through content for maximum business value. It outlines the use of both active and passive analytics for measuring user engagement and satisfaction, alongside practical strategies to achieve ROI from KM initiatives. Furthermore, it introduces the concept of a business value board to document and justify potential hard and soft ROI from these initiatives.

1. ©
Enterprise
Knowledge,
LLC
KM
Metrics,
KM
Performance:
Best
Prac<ces
in
Measuring
KM
Success
in
2014
Presented
at
DGI’s
Government
Knowledge
Management
Conference
and
Expo
Zach
Wahl
Founder
and
Principal
@ZacharyWahl

2. ©
Enterprise
Knowledge,
LLC
The
KIM
Maturity
Curve

3. ©
Enterprise
Knowledge,
LLC
The
KIM
Maturity
Curve
• Focus
on
how
you
can
progress
along
the
Knowledge
and
Informa<on
Management
Curve.
• Greatest
business
value
occurs
when
users
are
connec%ng
through
content
and
have
the
ability
to
act
on
informa<on.

4. ©
Enterprise
Knowledge,
LLC
Ac<ve
and
Passive
Analy<cs
• Ac<ve
–
Customer
Sa<sfac<on
Survey,
Town-­‐Hall,
In-­‐site
feedback.
• Passive
–
Site
analy<cs.
– User
behavior
– Balanced
ac<vity
– Content
health
Ongoing&
Communica,ons&and&
Engagement&Ac,vi,es:&
&
JAN$
FEB$
MAR$APR$
M
AY$
JUN$JUL$
AUG$
SEP$OCT$
NOV$
DEC$
• Published&version&of&project&
governance&plan.&
• Use&of&social&media&–&blogs&
to&update&on&progress,&wikis&
to&capture&feedback,&etc.&
• Monthly&email&updates&to&
stakeholders.&
Ini,al&workshops,&focus&groups,&and&
interviews&commence&
Ini,al&Business&
Requirements&Phase&
Completed&
Conduct&baseline&
CMS&user&sa,sfac,on&
survey&
Quarterly&Project&
Briefing&to&all&
Business&Stakeholders&
Quarterly&Project&
Briefing&to&all&
Business&Stakeholders&
Quarterly&Project&
Briefing&to&all&
Business&Stakeholders&
Execu,ve&
communica,ons&in&
advance&of&ini,al&
release&
Open&user&mee,ngs&
following&up&on&ini,al&
release&

5. ©
Enterprise
Knowledge,
LLC
Prac<cal
KM
–
Iden<fying
and
Achieving
ROI

6. ©
Enterprise
Knowledge,
LLC
EK’s
KIM
Business
Value
Board
• Leverage
the
Business
Value
Board
to
iden<fy
all
poten<al
ROI
(hard
and
so)
for
you
KIM
ini<a<ves.
– Hard
ROI
provides
the
jus<fica<on
and
“protec<on”
for
your
ini<a<ve.
– So
ROI
“paints
the
picture”
and
provides
suppor<ng
incen<ves.
• Focus
on
project
specific
ROI
but
also
recognize
the
enterprise
benefits
that
may
be
derived
(generally
So).
• Ensure
the
complete
ROI
is
fully
documented
and
<ed
to
success
metrics.

7. ©
Enterprise
Knowledge,
LLC
Zach Wahl
Enterprise Knowledge, LLC
www.enterprise-knowledge.com
571.403.1109
zwahl@enterprise-knowledge.com
@ZacharyWahl, @EKConsulting