How do you measure collaboration, employee engagement, and improved communication in hard numbers? How will you know if your intranet is successful?
Trying to create intranet metrics can be challenging. It’s certainly not as easy as, say, CRM software, where the classic sales pitch is “sell one more thing and the software pays for itself”. Since intranets affect many areas of the business and are used for many different purposes within an organization, figuring out how to measure success can feel like trying to nail jello to the wall.
The good news is that it’s actually not that hard… as long as you start with your intranet strategy and objectives. Your intranet strategy should be aligned with company goals. It should be designed to drive business outcomes. (If you haven’t gotten this far yet, see How to Align Intranet Plans with Company Strategy).
Once you know the business outcomes you are trying to achieve, creating and implementing KPIs becomes pretty straightforward. From there, you can identify problems, celebrate success, and create an ongoing improvement plan.
Benchmarking: Comparing one’s business processes and performance metrics to industry bests. (For intranet benchmarking data, we recommend checking out the Digital Workplace Group, Prescient Digital, and the Worldwide Intranet Challenge).
Baselining: Initial known value which is used for comparison with later data.
Key Performance Indicators: “(KPIs) are simply a tool for assessing the impact of a particular project or activity. While these are often numeric in nature (‘improve sales by 20%’) they can also be qualitative (‘improve staff satisfaction levels’). In either case, metrics provide clear and tangible goals for a project, and criteria for project success.” — James Robertson, Metrics for knowledge management and content management.