thanks for all the messages/links. the resounding impression i get is that general metrics cannot be accurately applied. the intangible benefits which flow into the business from enriching the culture, providing KM tools to for example; reduce duplication of work and retain core skills, need a degree of enlightenment from business leaders to pursue.
the 'value of time' metric did crop up commonly e.g. "...I suppose Search is the easiest to quantify. The average knowledge worker spends 25% of his day looking for content. So let's say that company X has 1,000 knowledge workers who make an average of $80,000/year. This means the company 'wastes' 20 million/year in funding with the time workers use to find content." from http://itknowledgeexchange.techtarget.com/social-media/measuring-roi/ upon closer scrutiny this doesn't hold up in the real world as this excellent post demonstrates: http://www.steptwo.com.au/columntwo/25-reasons-why-saving-time-on-your-intranet-is-a-bad-metric/ useful insight into measuring effectiveness http://www.intranetlife.com/intranet_benchmarking_for/2009/01/how-can-the-effectiveness-of-intranets-be-measured.html and http://www.intranetlife.com/intranet_benchmarking_for/2008/02/recession-proof.html A book with useful looking content addressing the ROI on many social features: http://www.forrester.com/Groundswell/contents.html here's also some direct message'd links that may be of interest: Communication ROI Study Secrets of Top Performers: How Companies With Highly Effective Employee Communication Differentiate Themselves https://www.watsonwyatt.com/research/printable.asp?id=2007-US-0214 Social network ROI in business (Enterprise 2.0) Short comment piece Are the Three Cs of social networking - conversation, collaboration and community becoming embedded in your corporate DNA? http://www.acidlabs.org/2008/03/26/social-network-roi-in-business/ How do you measure the ROI of social software?? Short comment piece http://richarddennison.wordpress.com/2008/05/14/how-do-you-measure-the-roi-of-social-software/ Benefit of Knowledge Management: Why KM Short checklist http://www.allkm.com/km-basics/benefit-of-km.php thanks agin, neil 2009/1/17 Paul Eisen <[email protected]>: > Neil, with respect to testimonials on business impact, the Neilsen > Norman reports suggested by Angel's earlier post is a good start. > With respect to quantitative ROI of community features, however, I > would be surprised if there is any decent numbers out there that you > could apply to your own environment. In my experience, these features > are normally supported when there is political will, in the same way > an organization normally doesn't require a quantitative business > case to put telephones on their employees' desks. > > Paul > > > . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . > Posted from the new ixda.org > http://www.ixda.org/discuss?post=37307 > > > ________________________________________________________________ > Welcome to the Interaction Design Association (IxDA)! > To post to this list ....... [email protected] > Unsubscribe ................ http://www.ixda.org/unsubscribe > List Guidelines ............ http://www.ixda.org/guidelines > List Help .................. http://www.ixda.org/help > ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [email protected] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
