Advanced Measures and Analytics

When we think of knowledge management measurement, we tend to focus on ROI and performance measures. How much money have we made or saved because of our investment? Are tasks being completed faster? Are people more productive?

While these are all important metrics that are important in understanding the value you are receiving from your KM efforts, equally as important is being able to measure knowledge contributions, quality and process effectiveness. These measures are the ones that will allow you to understand which content and authors provide the best information, where gaps exist in your knowledge base and what can be done to improve knowledge contributions and use throughout the organization.

We recently caught up with Mark Buckallew, Senior Director of Product Management at InQuira to get a better understanding of how to measure and analyze KM efforts that go beyond the basic ROI metrics.

“Identifying why people are not finding what they need from a self service perspective or not finding what they need from an agent service perspective is focused heavily on the analysis side and taking the high level KPIs and drilling down into the details of what’s going wrong, and what kinds of things can I do then to make changes to improve my system.”

As InQuira’s resident expert on all things KM analytics and reporting related, Buckallew provides very in-depth view into:

• Analyzing support and service KPIs
• Leveraging user activities, feedback, and scoring in KM analysis
• Collecting user feedback and make user comments actionable
• Narrowing and filtering results to pinpoint problems and solutions

To learn more watch “Advanced Measures and Analytics”.

Note: This on-demand webinar is Part 3 of InQuira’s Knowledge Management Measurement series. Get more insights into the metrics that matter when measuring knowledge management. Watch Part 1: The Importance of Measuring KM and Part 2: Basics fro Beginners.