Firstly, define what “success” means for you. An intranet is about providing value for your employees, whether that is providing a platform for easy collaboration, a place where your employees can quickly find the information they need or a place to create content and share their ideas and knowledge. In our whitepaper “The 5C’s of Successful Intranet” we explain what the fundamental purposes of an intranet are. The 5C’s embody the key pillars and experience of a good intranet, so being:
Communicate; Collaborate; Community; Contribute; and Customise
How do you know if the 5C’s, the fundamental pillars that form the foundations of your intranet, are successfully being applied?
Every organisation is different and therefore have different business objectives and drivers. A successful intranet may not mean the same to all organisations and the amount of statistics you can measure is extensive. You need to collect the right types of data. Ensuring you get insight into how your intranet is being used in a balanced and objective way is paramount to driving success and value.
Having a benchmark to compare to is of upmost importance. Depending on what a successful intranet means to you, you need to think of what you want to measure and track. Then undertake a comparison of your new data to your benchmark data to see whether there’s an improvement. Below are five metrics that you should consider measuring for both benchmark and ongoing data.
How much do your employees use the intranet? Track metrics like visits, views, average time on site, exit pages and bounce rates, but balance that out with opinion-based feedback. The bounce rate should be as low as possible and can help you to get insight in what pages are not relevant to users, feedback mechanisms should be put in place here to provide context to the data wherever possible. Most likely, users were expecting other content on this page than what they were looking for, but what content and why? You may need to change the title of the page or description so it’s clear for your users what they can expect of that page.
A key facet of maintaining engagement is tracking and measuring what people are doing, this can be done in a variety of ways through a variety of feedback mechanisms. Some of the more common and effective are; surveys and feedback forms, typically located within the intranet itself. Capturing real world feedback from your users in tandem with analytical data review will show you what is working and what is not, this will allow for focused improvement cycles, which are essential to retaining a solutions validity, that will provide additional value to the users where they want and need it.
It’s useful to know what pages and specific content on your intranet is most popular. What content are your intranet users sharing or commenting on the most? Where do they create content and what are the most visited pages? This can also help you to keep your intranet clean and tidy; when you see there’s no interaction on a specific page, you can consider the relevance of it. Maybe you should delete it, or the problem is that users can’t find that page or don’t even know it exists?
If you are an international business, are you reaching the full scope of your employees? Tracking usage and engagement based on geography will enable you to ensure that all employees are engaged. Do you need to create content in multiple languages? What locations are engaging with what content and why. All this data will drive you to create and mould a solution that provides value to the organisation as a whole.
This final metric is the hardest to track and by far the most bespoke. Tracking this data will be very individual to you as an organisation and will require you to align your data capture to your pre-defined business objectives. For example; if your objective was to reduce email communications, then tracking email usage through an O365 analytical tool would be the most effective way of measuring if you have achieved or are on the way to achieving your objective.
Our recommended tools
For our innovative, intelligent digital workspace Atlas we are using tyGraph, an award-winning suite of reporting and analytics tools for Office 365. Analytics is available for Atlas in Base and Advanced Editions:
- If you’re looking to truly understand what is working for your users, the Base edition provides a tool that offers deep reporting and analytics for your organisation’s SharePoint inventory, activities, and assets. This solution also reports on professional OneDrive data
- The Advanced edition covers all of your key Office 365 workloads including SharePoint, Yammer, OneDrive, Exchange, Teams, and Skype
If you want to learn more about measuring the success of your intranet or how Atlas can transform your business, please get in touch!