Intranet teams are responsible for creating an intranet that is a useful business tool, flexible enough to meet changing business needs, easy to use and trusted by staff. In doing this, teams also need to assess how effectively they work.
In a previous article we explained How intranet teams should spend their time. This article outlines some metrics that teams can use to measure their own. These are not the same as the ways to measure the effectiveness of the intranet itself.
Intranet team responsibilities fall into three main areas:
- day-to-day maintenance
- projects and new initiatives
- managing relationships with staff and stakeholders
Day-to-day maintenance of the intranet is core business for any intranet team. Most teams will have a variety of valid measures for this, including:
- timeliness of content updates
- number of complete support calls
- number of training sessions run for the publishers
- adherence to service level agreements
- number of content pages reviewed
- up time for the intranet
[CM Briefing 2010-03 written by Catherine Grenfell, read the full article]