©  Enterprise  Knowledge,  LLC  

KM  Metrics,  KM  Performance:  Best  Prac<ces  in  Measuring  KM  Success  in  2014  

Presented  at  DGI’s  Government  Knowledge  Management  Conference  and  Expo    

Zach  Wahl  Founder  and  Principal  

@ZacharyWahl  

©  Enterprise  Knowledge,  LLC  

The  KIM  Maturity  Curve  

©  Enterprise  Knowledge,  LLC  

The  KIM  Maturity  Curve  

•  Focus  on  how  you  can  progress  along  the  Knowledge  and  Informa<on  Management  Curve.  

•  Greatest  business  value  occurs  when  users  are  connec%ng  through  content  and  have  the  ability  to  act  on  informa<on.  

©  Enterprise  Knowledge,  LLC  

Ac<ve  and  Passive  Analy<cs  

•  Ac<ve  –  Customer  Sa<sfac<on  Survey,  Town-­‐Hall,  In-­‐site  feedback.  

•  Passive  –  Site  analy<cs.  –  User  behavior  –  Balanced  ac<vity  –  Content  health  

Ongoing&Communica,ons&and&Engagement&Ac,vi,es:&

&

JAN$FEB$

MAR$

APR$

MAY$

JUN$JUL$

AUG$

SEP$

OCT$

NOV$

DEC$

•  Published&version&of&project&governance&plan.&

•  Use&of&social&media&–&blogs&to&update&on&progress,&wikis&to&capture&feedback,&etc.&

•  Monthly&email&updates&to&stakeholders.&

Ini,al&workshops,&focus&groups,&and&interviews&commence&

Ini,al&Business&Requirements&Phase&Completed&

Conduct&baseline&CMS&user&sa,sfac,on&survey&

Quarterly&Project&Briefing&to&all&Business&Stakeholders&

Quarterly&Project&Briefing&to&all&Business&Stakeholders&

Quarterly&Project&Briefing&to&all&Business&Stakeholders&

Execu,ve&communica,ons&in&advance&of&ini,al&release&

Open&user&mee,ngs&following&up&on&ini,al&release&

©  Enterprise  Knowledge,  LLC  

Prac<cal  KM  –  Iden<fying  and  Achieving  ROI  

©  Enterprise  Knowledge,  LLC  

EK’s  KIM  Business  Value  Board  

•  Leverage  the  Business  Value  Board  to  iden<fy  all  poten<al  ROI  (hard  and  so\)  for  you  KIM  ini<a<ves.  –  Hard  ROI  provides  the  jus<fica<on  and  

“protec<on”  for  your  ini<a<ve.  –  So\  ROI  “paints  the  picture”  and  

provides  suppor<ng  incen<ves.  

•  Focus  on  project  specific  ROI  but  also  recognize  the  enterprise  benefits  that  may  be  derived  (generally  So\).  

•  Ensure  the  complete  ROI  is  fully  documented  and  <ed  to  success  metrics.  

©  Enterprise  Knowledge,  LLC  

Zach Wahl

Enterprise Knowledge, LLC www.enterprise-knowledge.com

571.403.1109 zwahl@enterprise-knowledge.com @ZacharyWahl, @EKConsulting