the nuts and bolts of measuring sharepoint activity
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The Nuts and Bolts of Measuring SharePoint ActivityChristian Buckley, BeezyTal Ben-David, CardioLog Analytics
Christian BuckleyCMO at Beezy + Office Servers and Services MVP
www.beezy.net@buckleyplanet
www.buckleyplanet.com
Beezy is the premier enterprise collaboration solution for Microsoft Office 365 and SharePoint, extending the feature set and improving the user experience for on-premises, cloud, and hybrid deployments. We are on a mission to transform the way people work, and to help employees be more connected, innovative, and happy. Learn more at www.beezy.net or @FollowBeezy on Twitter.
Tal Ben-DavidAlliance and Partner Manager at CardioLog Analytics
@cardiologBlog.intlock.com
CardioLog Analytics, developed by Intlock, is the only on-premises analytics solution for SharePoint/Office 365 serving enterprises, providing deep insight into the performance of web and portal initiatives through testing, tracking and targeting, ultimately enabling you to optimize your site's impact and maximize the return on your investment.
Why measure?
Customers who are fully engaged represent a 23% premium in terms of share of wallet, profitability, revenue, and relationship growth over the average customer. And when we look at engagement in specific industries, we find even more evidence of its impact. For example:• Retail banking customers who are fully engaged bring 37% more annual revenue to their
primary bank than actively disengaged customers.• Consumer electronics shoppers who are fully engaged spend 29% more per shopping trip
than actively disengaged customers.• Hotel guests who are fully engaged spend 46% more per year than actively disengaged
guests.• Companies that successfully engage their B2B customers realize 63% lower customer
attrition, 55% higher share of wallet, and 50% higher productivity.• And here's something you have to know: Simply "satisfying" customers doesn't have the
same effect as engaging them. Traditional customer satisfaction programs don't work. As the world's leading authority on customer behavioral economics, Gallup can provide your company with strategies to explode your number of true believers and drive organic growth.
According to Gartner
http://www.gallup.com/services/169331/customer-engagement.aspx
It’s increasingly important to not just talk about value, but show the numbers
People Process Technology
Begin with Perspective
How do you begin?
• Specific• Meaningful• Action-Oriented• Realistic• Timely
SMART Goals
What do you want to achieve in your area of focus?Why is this goal important to you?What steps will you take to achieve it?How do you know that you can achieve this goal?By when do you want to achieve this goal?
• Activity within communities• Interest in content, keywords, ideas• Level of engagement• Overall platform adoption• Measuring the increase in innovation• Decreasing the cycle of new
product introduction• Sharing of content and expertise
What does this mean within social collaboration?
• SharePoint• Office 365• Internal social collaboration tools• External tools
HOW you measure depends on WHERE you measure
Company
EmployeeCustomer
Where is your focus?
Outcomes
Acquisition
Quality Engagement Content
Support
What is your desired business impact?
Customer
Engagement
Measure around your business outcomes
Engagement drives business outcomes
Acquisition
Reduce churn
Community
Advocacy
Happy customer
s
BrandWord
of Mouth
Peer to peer
education Real-time
interaction
Connect to
Devs
Visibility
Build metrics to track activities and outcomes
Business
Metric FormulaAcquisition Number of new users, number
referrals sent, $ value of new users
Conversion rate Number of new or existing users that take desired action / number of users
Churn rate Number of deactivated / total users
Support deflection Number of posts * answer rate * cost per case
Program Health
Customer satisfaction “How would you rate your overall satisfaction with the service you received?
CSAT score Rate the service on a scale of 0 to 10
Sense of community index
Survey to reinforce needs, membership, influence, shared emotional connection.
Build metrics to track activities and outcomes
Initiative
Platform
Metric FormulaEvents Number of RSVPs, attendees,
new users, stories collected, social shares, behavioral change
Innovation Number of ideas, quality of ideas, number implemented, number validated against existing plans
User Feedback Qualitative response from surveys
Page views Number of active members / month
Post views Average number of posts per active member / month
New visitors New vs returning
Likes Sentiment analysis
Types of Engagement
Activity Quality Interaction Influence
Uses the appLogin frequencyPage visitsSearch attemptsKeyword frequency
100% response rateNumber of praisesNumber of contributions
Group memberPosted to Group last 90 daysGroup OrganizerRSVP’d to meeting
Referred a hostReferred a guestOffline advocate
Analytics Reporting within SharePoint and Office 365
OOTB reporting in SharePoint
OOTB reporting in Office 365
OOTB reporting in O365
Advanced Analytics and the Shift to Social
Collaboration
Community
ProductivityKnowledge
Innovation
The common social thread
• Specific• Meaningful• Action-Oriented• Realistic• Timely
Wider array of metrics and Integration with AD profiles and User Groups.Measurable. Advanced comparison over time and vs areas of site etc.Easier to improve based upon SP integration and help of vendor know-how. Relevant. Wide array of metrics to align business and IT objectives.Scheduled reports, sent to specific stakeholders. Alerts that trigger workflows.
So how does an advanced analytics solution help with the nuts and bolts?
The basic adoption and usage analysis
The foundation: Unique Users and Usage
Usage Engagement
Social Analytics - Community- Active discussions, communities
Shift from content usage to community engagement
Page Views Influential Content
Social Analytics - Content- Likes, followers, ratings, comments & replies.
Shift from basic metrics such as page views to social metrics
Unique Users Influential Users
Social Analytics - Users- Followers, posts, comments, popular profiles,
discussions
Shift from what employees are viewing to how they are interacting with each other
Often the best way to measure employee engagement is simply to ask them…
How does social add value to your business?
And how do you measure that
value?
• Without understanding the business impact• Without understanding the cultural impacts• Without proper executive support• Without business process alignment• Without building advocacy, and supporting the
employees who try to make it all fit together
Problems occur when we approach social entirely from the technology standpoint
• How many people logged in• How many files uploaded• How many queries submitted• Query topics• Abandoned queries• Keyword trending• Activity by team, business unit, site, site collection• Shares• Likes• Opens• Time spent on site• Comments• Downloads
Activity Metrics
• % new users• Growth trend by week, month, year• Usage trends by time of day
Growth Metrics
• Correlating activity and growth with organizational qualitative goals• Relation of increased (or decreased) activity to
• Customer satisfaction• Project delivery (increase/decrease delivery time)• Job satisfaction
• New product introduction• Easier finadability of content and expertise• Less re-work• Increase in content and process reuse• Improved productivity• Improved quality of content produced• Reduced travel costs, CO2 emissions• Specific business targets (financial alignment) such as improved sales rep
communication, quicker mean time to resolution (MTTR) of support tickets, etc
Value Metrics
Business and IT shouldn’t be fighting
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When IT and business stakeholders join forces, the possibilities for increased productivity and connectedness grow exponentially.
The alliance of IT and Business will not only lead to an enhanced user-centric experience, but also ensures that bridges are built and roadmaps aligned between business goals and IT objectives.
Every SharePoint deployment begins as a business analyst activity You need to begin with a clear picture of what you are trying to
achieve – before you attempt to achieve it There are no bad ideas Don’t jump to solutions until you can agree on what is to be solved Prioritization can be hard Leverage data from your system
How are people using the system today? How are they leveraging alternate technologies and systems today? What is the request backlog?
Develop a shared understanding
Need to establish core reporting, so you can monitor usage patterns
What the data shows you today will change your priorities for tomorrow
Develop dashboards for your leadership, but be prepared to change based on what you see
As you iterate and refine based on what you learn, there will be less change – and more innovation Change = course correction, adaptation, refining what you know Innovation = leveraging what you know to do something new that
pushes the business forward
Collaborate and Iterate
You cannot manage what you cannot measure.
Begin by bringing everyone together to create a shared understanding of what the system should look like
Always pilot first Iterate as you learn Review the data, expand the pilot, validate what you’ve
learned Throughout this process, watch usage patterns very
closely, and discuss what Business users and IT are experiencing, improving upon what we’ve built
Conclusion
Christian [email protected]@buckleyplanet/IN/ChristianBuckley
Thank you!
Tal [email protected]@cardiolog/IN/talbd
Questions & Answers