1. This article was very informative and easy to understand. I appreciate the charts. Metrics seems like a great way to measure performance. However, setting it up does seem a little difficult.

    • James Robertson

      @Catrina @Bestmark As with all things, it’s worth implementing metrics in stages.

      In the early days of the intranet, adoption is a good thing to look at: how many authors, how many pages.

      Once the intranet has grown, usage can be measured (total number of pages viewed per month, users per month).

      The goal, however, is to make the intranet into a valuable “business tool” that directly supports business activities. Once progress is being made on this, it then becomes possible to put in place much more concrete metrics (customer satisfaction, time saving, money savings, etc).

      That way, the use of metrics grows in parallel with the growth of the intranet itself.

  2. Ratnakar Sharma

    Dear Mr. Robertson,

    Thanks for well articulated article on business metrics. The article is very useful to handle the KM projects.


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Published February 3, 2003

James Robertson
James Robertson is the Managing Director of Step Two, the global thought leaders on intranets, headquartered in Sydney, Australia. James is the author of the best-selling books Essential intranets, Designing intranets and What every intranet team should know. He has keynoted conferences around the globe. (Follow him on Twitter)

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