Using Metrics to Tune Up Your SharePoint Estate 6/3/2018 Using Metrics to Tune Up Your SharePoint Estate SharePoint Symposium November 6, 2014 Susan Hanley www.susanhanley.com © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Why Measure? – The Four “F” Words Feedback Good measurement is good management and metrics should be used to optimize and improve the process Funding Follow-on Focus

What do we want to do with metrics? 6/3/2018 What do we want to do with metrics? Before Make the business case During Provide a target Make tradeoffs Tune the implementation process After Develop benchmarks Develop lessons learned © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6/3/2018 Measurement Process Understand the business problem you are trying to solve Identify use cases that have meaningful impact Determine the metrics that align with each use case Understand your baseline and establish a target Measure and monitor: be prepared to change Modify the metrics Identify opportunities to re-define the problem © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Understand the business problem 6/3/2018 Understand the business problem Without it … could be a career-limiting move © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

There is only one reason to implement SharePoint … … you have a BUSINESS PROBLEM to solve.

Identify use cases with impact 6/3/2018 Identify use cases with impact Sales team on-boarding Sales team training and mentoring Example proposals Sales Product Development Finding other engineers working on similar problems or related projects Resource Planning Project Manager looking for the most qualified resources for a project Customer Support Services agent working trying to solve a customer problem Support call deflection © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Example Scenario Organization: Association 6/3/2018 Example Scenario Organization: Association Business Goal: Provide a self-service knowledge portal for members to share best practices and learn from others without having to depend on engaging HQ for routine questions Impact-based Use Case: Support call deflection for routine questions Secondary Use Cases: Free up HQ support staff to work on more complex requests Build online, searchable inventory of member- and HQ-curated assets © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Determine the metrics that align with each use case 6/3/2018 Determine the metrics that align with each use case Business Metrics Number of routine support calls Number of complex support calls System Metrics Number of successful searches for online content by members (searches with at least one result) Number of “0 results” searches © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Quantitative or Qualitative: That is the question! Performance between points Spot trends Qualitative Provide context Used when numbers aren’t easy (storytelling) Used at early project stages (future scenarios) Richer (“serious anecdotes”)

Serious Anecdote | Pharma – The Need A scientist with Thrombotic & Joint Diseases in Germany began a project to isolate and culture macrophages and needed some help. Meanwhile, two scientists in the US had deep experience in protocols for this area.

Serious Anecdote | Pharma – The Result The German scientist consulted the expertise directory to find that expertise existed within the company and contacted the two US scientists he found in his search. Both scientists quickly responded with assistance. One helped him with culturing protocols and the other helped him with information on magnetic cell sorting. Benefit: The German scientist was able to leverage existing internal expertise and, in the process, reduce his research effort by 4 weeks.

Relevant to stakeholders 6/3/2018 The best metrics are Relevant to outcome Relevant to stakeholders Collected at low cost Balanced © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What about more traditional measures? 6/3/2018 What about more traditional measures? Easiest with Process Improvement use cases Must have a baseline – and a plan to measure results Use TENS approach: T = time on task (in minutes) E = number of employees performing that task N = number of times per year a typical employee performs that task S = average employee’s loaded salary per minute Still helps to have a combination of balanced quantitative and qualitative metrics © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Understand your baseline and target 6/3/2018 Understand your baseline and target © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

How is S-U-C-C-E-S-S is spelled in your organization? 6/3/2018 How is S-U-C-C-E-S-S is spelled in your organization? © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6/3/2018 Example Metric Target Number of routine support calls to the HQ support team 10% reduction within 6 months after launch Successful searches of online content by members 95% of searches return relevant content after 6 months Number of “0 results” searches by members Number of “0 results” searches trends lower and reaches less than 1/week within 6 months © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Measure and Monitor: be prepared to change 6/3/2018 Measure and Monitor: be prepared to change Metrics are just a tool. Goal – to get better and make informed decisions. Use measurement plan to: Assess value to users Identify new capabilities needed to achieve business goals Evaluate unexpected results: One-time or trend? Measuring the wrong thing? Fundamental problem with solution? More training? © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Example Report Card Business Goal Use Case Metric Baseline Target 6/3/2018 Example Report Card Business Goal Use Case Metric Baseline Target Actual Help members to share best practices and learn from others facing similar challenges without always having to depend on engaging with the headquarters team to get answers to simple questions Simple support call deflection – reduction in the number of simple support calls to HQ Number of routine support calls to the HQ support team 10% reduction within 6 months after launch Successful searches of online content by members 95% of searches return relevant content after 6 months Number of “0 results” searches by members Number of “0 results” searches trends lower and reaches less than 1/week within 6 months © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Keep in Mind Metrics alone won’t make your solution successful. You need a person whose job it is to monitor metrics. You need someone who is accountable for making changes based on metrics analysis. It’s as important to have a plan for acting on metrics as it is to have a plan for collecting them!

Call to action Develop a plan – quantitative and qualitative 6/3/2018 Call to action Develop a plan – quantitative and qualitative Make sure metrics are part of someone’s job Gain consensus on baseline and target Develop approach to capture and categorize Develop an approach to promote – tell the metrics story © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Don't measure anything unless the data helps you make a better decision or change your actions. If you're not prepared to change your diet or your workouts, don't get on the scale. --Seth Godin – August 6, 2014

How to contact me: Governance User Adoption Metrics Information Architecture Knowledge Management Sue Hanley sue@susanhanley.com www.susanhanley.com susanhanley susanhanley www.slideshare.net/susanhanley http://www.networkworld.com/blog/essential-sharepointint

SharePoint 2013 “Out of the Box” Metrics

Site Collection: Audit Log Reports

Site Collection: Popularity and Search Reports

Site: Popularity Trends

Site Usage Example (solution launch: 3/2014)

Individual Document Metrics in Search