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Determining success metrics (BP)
This best practice provides recommendations to help you build success metrics for your digital workplace solution.
How can you be sure that your Digital Workplace is successful? How can you be sure that the solutions you have implemented actually support the key business issues your Line of Business leaders have identified? Evaluating your Digital Workplace, by looking at the various data sources available to you, in relation to your specific goals, on a regular basis is key.
Why even measure?
Measuring, and watching for trends in this data, can help you confirm when you're on track - or missing the target. Measuring also allows you to:
- Make informed decisions on how to improve.
- Improve the performance and impact of content and internal communications.
- Engage and motivate content owners to optimize and advance their own areas.
- Demonstrate success to senior stakeholders, which can reflect ROI and contribute to making a business case for investment.
- Drive a process and culture of continuous improvement and innovation.
- Support delivering strategic benefits to your organization.
- Reveal insights about your workforce.
- Validate decisions which might be unpopular with some stakeholders.
In order to be successful, it is imperative that you Set Goals, Measure, Examine and Act. Then Repeat.
First Things First
Define your goals with clear measurable objectives.
Understand Analytics Options
There are numerous analytics options available to you. Look at each and choose which source (or combination) will provide you with data needed to show your progress.
Igloo includes, right within your Control Panel our Workplace Analytics tool which allows you to monitor activity by a member, popularity of content and activity by solution.
Data Feeds provides access to all raw data from the activity within your Digital Workplace, along with aggregate tables. Raw data can be compiled and analyzed with your choice of third-party tools.
Third party tools are available as well, such as Hot Jar, used for Heat Mapping. The most common web analytics tool is Google Analytics. Your Google Analytics account can be integrated in your Igloo Control Panel, under the Optimization Option. Google Analytics provides real-time data, any date range, sessions, page views, duration, bounce rate, pages per session, search term, device, location, popular pages, search terms, event tracking, campaigns. Visit Google Analytics' Course Library to learn more.
Numbers are important, but on their own, they don't give the whole picture. Anecdotal information, surveys, focus groups, Igloo Community, eNPS information are all valuable sources of information that can help you create a more impactful, illustrative story of what's happening in your Digital Workplace. Use the measurement tools to create a Measurement Program to understand where you are today.
Examine Your Solutions
Once you know your goals, and how you're going to measure your success you are now ready to look at your measurements and see where you could improve. Look at the utility you've included in your solution. If your goals include increasing collaboration, have you provide a method whereby members can do so? Have you included a Forum Widget so that fruitful discussions can take place? If there is low participation in the solution, are members subscribed to content? Have you included Polls or run Surveys to find out what interests members most? Is there a clearly visible and active Executive Sponsor for this solution? Are they participating and blogging regularly?
Act to Improve
Implement the missing tools that can help you meet the goals you set for your Digital Workplace. On top of adding the collaboration tools noted above, call on Champions to proactively participate as 'Seed Planters' who post questions, add comments and keep conversations going and set an example so that others are motivated to join in.
Best practice is that the Administrator of each solution will regularly review and refine the goals of their solutions, measure the progress, examine the utility within the solution, and act to improve. This will be a continual, repeating process that will lead to success
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