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What are the metrics companies use to measure A) the effectiveness of their internal employee site (intranet) and knowledge management, B) overall employee-centricity, and C) overall employee productivity and efficiency?
Hello! Thank you for asking Wonder to explain the metrics companies use to measure the effectiveness of their internal employee site (intranet) and knowledge management, overall employee centricity, and overall employee productivity and efficiency. A consistent theme I noticed was how a company needs to develop its Key Performance Indicators (KPIs) to measure/ develop a metric. These will vary by company goals. Intranets are developed and a resource for companies to increase employee engagement, track the efficiency of their platforms/documents/resources and employees. A successful intranet will increase a company's return on investment (ROI) and employee retention. Developing metrics such as employee work life balance, time spent on tasks etc can be measured on the intranet using dashboards. Below you will find a deep dive of my findings.
METHODOLOGY
To answer your request. I went ahead to search/examine leading industry reports, trusted media sites, articles published by leading corporate websites, and specific case studies. This search proved successful at finding the required information, After an extensive search, I was able to find some useful information on metrics used by companies and their usefulness.
FINDINGS
There are eight ways to approach intranet metrics;
There is a case study in which DWG helped develop new metrics for a company. Their process to change existing metrics to increase ROI include:
1. Clear, business-focused guiding principles: Our team identified five clear themes that underpin the recommended metrics and KPIs framework. These were based on insights from key stakeholders and
demonstrate key priorities for the business and the role the intranet should be playing.
A highly structured metrics framework was developed, which provided both executive and management level measurements. Each metric was broken down by purpose, usage, the source of the
metric, and whether it could also serve as a KPI. Expected benefits of using the metrics proposed were also included.
3. Recommendation for an “Analysis Centre of Excellence”: To keep the metrics strategy and framework relevant and sustainable, we drew up plans for a Centre of Excellence that should be implemented.
4. Coaching in metrics best practice: Through working closely with our Consultancy team, the client has received training on the components that make up a strong metrics approach.
5. Tangible next steps: The project ended with very clear immediate steps for the client team to act on, including how to structure themselves, together with longer-term phases to be implemented
INTRANET CONNECTIONS
This company designed the new intranet analytics not only to present information but to help solve problems. They designed stats with 3 different roles in mind:
1) Intranet Owner: "The primary stakeholder of the intranet who reports to upper management and delegates resources. A key struggle is that most of the daily intranet usage is invisible to upper management, so it’s hard to communicate how strategic the intranet actually is. Often they spend time in Excel trying to massage very technical statistics into a format that management can easily understand".
2) Intranet Manager: "The primary intranet administrator responsible for ensuring staff can easily find what they need on the intranet. They make decisions on how content is organized, what items are linked in menus, and rely on stats to provide feedback. In this sense, they need to make it as easy as possible for staff to pull the information they need from the intranet, which could be through home page promotion, menu links, or search".
3) HR/Communications Manager: "Ensures staff are kept up to date on the latest company announcements. Unlike the intranet manager, they are primarily focused on pushing content to staff. Their key challenge is ensuring important announcements are reaching staff, and need a way to measure the reach of the intranet across the organization as a communication tool".
Intranet connections also came up with a program development to optimize intranet metrics. They developed a tool that :
1) Creates a dashboard in non-technical speak to evaluate/track intranet health and key performance indicators.
2) Top Applications. "This section is very helpful for HR or Marketing departments as it lets you measure the reach of your intranet as an intranet communication tool."
3) Missed searches "allows you to optimize the search-ability of your documents and content on your intranet by providing what people are searching and the success of finding the appropriate document"
CONCLUSION
To wrap it up, a good intranet provides your employees with flexibility, which is one of the key factors of engagement. The more flexible employees' working conditions, the more engaged people are. Your intranet should enable your employees to work remotely, from anywhere and at any time"
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