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The original version in italian language is here
Introduction
When talking about indicators (or KPI or metrics) we assess intranet (or CMS) success on the number of visits or visitors and not on cost reduction or sales increase.
As if we could assess the usefulness of our mobile phone on the number of calls or sms.
I think that indicators measure business objectives and not results: so intranet (and CMS) becomes a key component of the enterprise strategy.
I thought about writing an article on metrics, on useful indicators for assessing the success of an intranet (or CMS) in order to determine if the investments on its implementation and roll-out lead to the desired benefits.
The key question
But, first of all it's important to define the meaning and the value of "content" for the enterprise. As, before the design of an indicator you have to undertand the facts you are going to measure and the expectation you have.
In fact typical intranet indicator are: visits, vistors, pages viewed, top content viewed, downloads.
If you accomodate a new meeting room in your office, do you measure it with number of meetings, people, coffee, block notes used? If these figures are positive, are you happy? Do you have a better bottom line or not because you have a new meeting room? If yes, good, if not, bad.
So, the numer of visits in your intranet could be a waste of time if you don't have an objective; cross-selling increase, reduction of the time spent in writing proposals, reduction of the time spent for a single customer service issue.
Let's say that your objective is "plus 10% increase in cross-selling".
Answer to these questions: what is the value of content related to this goal? A better distribution and collaboration on informations and commercial data could help? I think yes.
Then you have to implement a good CMS, count the visits and the piece of contents you have and on the other side the data about sells. If the latter is positive, good. If not, doesn't matter the former indicator: somthing is wrong even if the 99% of your employees visit your intranet every day.
The question is: what is the value of content for a Sales Department? How could a better information flow result in better sales operation?
What is the impact of searching informations, writing documents, publishing marketing brochures, publishing content on the web on the overall commercial costs?
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