measuring organization engagement

Measuring Org Engagement

Bridging the organizational Intranet needs and ‘social’

By: Ronald Sunarno

Employee Engagement is a growing topic

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

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

A framework for measurement

Highly engaged organization:

1. Productivity

2. Employee satisfaction

3. Knowledge Base

4. Level of collaboration

5. Expertise sharing

Measuring Success on Knowledge Base

• 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

Currently Accessible Out-of-the-box metrics from typical Intranet platforms

Measuring Success on Knowledge Base

• 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 successNo dimension of time – how long to get to the answer?

Out-of-the-box metrics

Measuring Success on Knowledge Base

• 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 userPotentially stronger signal but how many took the time?

Out-of-the-box metrics

Measuring Success on Knowledge Base

• 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 quantity of resources, but what about quality?Or relevance? – are the quality resources actually needed?

Out-of-the-box metrics

Measuring Success on Knowledge Base

• 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

We know people are looking for X, but did they find it in the end?

Out-of-the-box metrics

Measuring Success on Knowledge Base

• 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

So close!!! But to measure success, I don’t care how many people are abandoning their search for the term “TPS form”.

I care on how many people are giving up for any term

Out-of-the-box metrics

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.

Knowledge Base in action

People are used to Google. They search

Knowledge Base in action

They go through the search result, click on a few thingsMaybe try an analogous term, then click a few more

Knowledge Base in action

If they’re lucky, they’ll eventually find something and stop looking

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

Time-to-KnowledgeLow avg shows:effective use of the Intranet to share high quality & highly relevant resources

SUCCESSFUL KNOWLEDGE BASEHigh avg shows:most people cant find what they want

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

Collaboration in actionRon found Jan’s document through search

Andrew found’s Ron work… cycle continues

Collaboration in action

He leverage Jan’s work and created a derivative work in half the time

Andrew found’s Ron work… cycle continues

Collaboration in actionRon’s work is reviewed by his peers. The quality increases

Andrew found’s Ron work… cycle continues

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

Measuring Collaboration

• Avg. no. of cross-teams/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

Who’s the influencer?

• Top people whose documents been copied the most!

Opportunity! All these things are not available out-of-the box

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?

Innovation Engine

• Trending “topic”

Opportunity! All these things are not available out-of-the box

people are writing documents about social organization in the Intranet, should we as a company look into what it’s all about

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.

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

New revelations when looking at Intranet as a

Social Platform

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

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