Focusing on SharePoint 2010, what can be measured ? What should be measured ? How to add that little bit of extra delight that get’s you noticed at the top table.
As Intranet and digital work place managers we must report on the services we provide.
From the many digital workplace professionals I’ve visited and intranets I’ve seen this isn’t done enough. So my challenge to you is to do what I outline as a bare minimum and ONE other thing that provides a little delight so you can sell your value to your organisation.
Bare minimum intranet reporting
The bare minimum you need to be able to report on is the following:
- You need to know how many of your staff visit the home page each day/week/month.
- You need to know how many searches are done on your site each day/week/month.
- You need to know how many searches with no results are done each day/week/month.
Can you do this with SharePoint 2010’s built in reporting ? Yes you can. Is it easy ? No it will take some hours to get your head around the way it works. IT IS WORTH IT! One hour a week on each of these three should be more than enough.
Extra information you should know, to turn the data you get into information that adds value :
- Number of staff total
- Number of staff in each office / region
- Number of staff in each group e.g. sales / HR / senior management etc
Where are the reports in SharePoint 2010 ?
The key things we’re looking for are the here Site actions -> Site settings. You’ll then see two links Site Web Analytics Reports and Site Collection Web Analytics Reports. Either one takes you to a summary page.
Security note – If you don’t see these menu items you don’t have security rights to view the reports. Pass this link on to your IT team and they will be able to provide you access to the reports.
Confusion NOTE – At each level of your SharePoint install you can see these reports Site Collection, site, library etc. I suggest you start at the highest level OR in the site that contains your home page.
OK so you should see something like the following
There are a number of pre-created reports available from the left hand menu. In my opinion they aren’t that useful, but they give you a start.
Click on the “top pages” report which should give you a list of pages that are most visited by your users. Hopefully your home page should be the top one. You’ll see a report like this
Now this report by default shows you the number of page views. What is a page view ? It is when one web browser loads a page. So one person hitting refresh for the home page 10 times in a row will rack up 10 “views”. Which in my view is a pretty pointless metric, especially if the home page of the intranet is the default site for every web browser in your organisation.
More useful is how many actual users (real people) viewed a page in a day/week/month. The number of Unique users is what you’re after, because with that you can then put it over the total number of staff you have and report that X% of staff view the intranet each day. So where is this unique visitors report ?
The third link down is to the report we’re interested in. I will look something like the following.
OK so you can now say that (in this case) on the busiest day of the week, Thursday, 800 real people visit the intranet. Which is 80% of the 1000 staff. Good work, pat yourself on the back. Now before you report this to your boss in the hope of a pay rise. Change the Analyze tab date range, to the previous month.
Do the same calculations , do them for the month prior to that as well. Hey why not get carried away and do it for the past year. Now you’ll have rough numbers for some time prior to now and you will be able to perceive a trend! I hope it is a good trend. You’ll also notice spikes and troughs. Think about what happened int he organisation at that time and see if that offers a suggestion that explains the trough or spike.
Now take your data and present it in a way that makes it easy to understand. Next month you only have to do the previous 30days. Lots less work and shows you’re keeping tabs on things.
OK so we’ve done our unique visitors report, and come up with a trend line. Now you can present your boss with a suggestion to improve the trend line, implement it and MEASURE the impact. You’ve also discovered the most useful day to put a news item on the home page, keep that one to yourself so that the key stuff goes on the best day and the political stuff gets pushed to the less busy days 🙂
Site collection search reports
At the site collection level , click on the “Failed queries” report
When you click the menu item you should see something like the following
You’ll see that some of the search queries “returned no results” and some list as “100%” meaning the search was done and the person didn’t click on any of the results.
My suggestion to you is that for everyone of the “returned no results” searches that you know to be important, or at least the top 10, you add a best bet to the search results. Some of the other terms you may not know or understand. Ask around for those that keep coming up and see if you can find out; what they mean, and where the information is. Add best bets for these. Do this for 1 hour per week and I guarantee you won’t be disappointed in the intranet support you build. How to add best bets and more detail on adding best bets.
Each week I did 10 off this list, and published a news item about the ones I had added best bets for , often they were links to information in other systems (hence no results). This news item got me a huge amount of support in the organisation. So much so that I used to dig out the log files for failed searches and contact everyone who did a search that failed, find out where they got the information, then let them know when the best bet was live.
Extra delight you can bring
Run the most “top pages” report. Check all the top 10 or 20 are available from the home page. If they’re not work out how many clicks there are to get to them from the home page. Time yourself doing it. Work out roughly how many seconds each day/week/month you’ll save one person visiting each page, by getting the link on the home page. Multiply by the number of unique visitors that page gets each day/week/month. The total is the amount of time you’ll save most people if you add the link to the home page.
If you don’t have space on the home page, find out the least used links on the home page, use the numbers to support your moving of those links off the home page.
Check the most searched for terms, and make sure that there is a bestbet for each of them. You may find that they are seasonal, or have monthly swings. If so get a news item out prior to the upsurge to help with training staff so they know where to go without having to search.
Intranet analytics conclusion
My challenge to you is to find out your unique users each month (and add it to your trend information) , and add 10 best bets to your search results each month.
Let me know the outcome of this work or what you’ve already done that worked for you and your organisation
SP2010 analytics references
Intro to web analytics in SP2010
About different types of reports available in SP2010
Todd’s blog on reporting – good useful information
How to give access to the analytics reports without giving full access
Unique users report graphic
Failed queries information (annoying sound ads but some useful information)
How to export reports to EXCEL for extra detail
How to add best bets to SP2010
More detail on adding best bets to SP2010