Business & Value

Intranet metrics: which indicators?

…… Part of The Basics series. First published in January 2010 ……

The Global Intranet Strategies survey which took place between June and September 2009 explored the topic of metrics. The resulting  “Global Intranet Trends for 2010” report shows which metrics the survey participants (nearly 300 organizations) are using. The survey looked at the following types of metrics:

  • Adoption
  • Usage/activity
  • Awareness/satisfaction
  • Time saving / efficiency
  • Cost avoidance
  • Core business value
  • Employee training and career
  • Reach and workforce coverage

Adoption indicators

Measuring the amount of information and processes being moved online shows how the intranet is being integrated into the way of working.

Stage 3 is significantly ahead of the other stages in measuring “moving information online” (63 percent) and “moving processes online” (at 20 points higher than average at 46 percent).

The percentages below represent those in the full survey population who responded “we measure this regularly”. The chart indicates the percentages per stage, referring to the 3 stages of maturity.

  • Moving information online: Number or proportion of functions or activity areas which provide information on the intranet: guidelines, news, policies etc.from Finance, HR, different business areas, etc. (52 percent)
    Note: 75 percent of the enterprises over 50,000 measure “moving information online” (23 points higher than the survey average).
  • Moving processes online: Number or proportion of functions or activities which offer services directly through the intranet (self-service centers, travel booking, active discussion forums) (26 percent)
  • Number of authors / content producers (45 percent)

Comments from intranet managers:

« We measure the number of paper-based processes that can be automated, or at least illustrated using SharePoint / Windows Workflow Foundation.
« We look at the number of processes that have transitioned to our intranet.

« We run weekly reports on a set of metrics for our internal communities, including top contributors, subscriptions, number of posts, as well as documentation management stats (related to our CMS).

Core business indicators

Core business indicators are rarely used when measuring the impact of the intranet.

Twenty-two percent of the organizations with Stage 3 intranets measure the core business indicators. This makes sense because they are also the segment with the highest proportion of business processes and applications linked to or integrated into the intranet.

The percentages below represent those who responded “regularly” within the survey population. (The chart indicates the percentages per stage.)

  • Indicators from core business processes and applications (11 percent)
  • Sales and marketing indicators e.g. time required to respond to new customer’s request for proposal (5 percent)
  • Indicators from customer service / maintenance / call center support (11 percent)
  • Indicators from business support processes e.g. budget planning, finance, purchasing (6 percent)

One organization reports:
« Every month we make probes into the intranet use of all of our stores in all countries. The results of the statistic probes go into our Balanced Score Card where they are used to identify the Country Managers whose stores are not opening new items on the intranet within a certain time frame.