ConnectMinds — London employee communications 5. Dec 2019

Agenda highlights, notes, references & resources

From reporting on raw data to actionable insights

How do you set sensible and meaningful success criteria - and is working with the notion of KPIs a good idea?

The right level of ambition?

Good definitions of "engagement" Measurement, reporting and follow up? (format, scale, frequency and to whom?)

We discussed experiences with establishing and evolving the right framework, tools deployed and the chosen Key Performance Indicators (KPIs) or OKRs (Objectives and Key Results).

Simon Werner and Dalia Siwan from Wintra Analytics visited and shared their expertise; Wintra is a Copenhagen based boutique agency, working exclusively with digital analytics. They work with clients on setting up a framework for analytics - mainly for the internal / employee facing channels.

I have previously referenced the case where Wintra helped Nordea; Scandinavian banking group, use data and insights to guide a content cleanup, develop a "digital housekeeping framework" and to use the same insights in the training of editors using a simple dashboard with traffic light quality rating.

Simon and Dalia walked us through the thinking behind their approach and shared insights on:

how to design the analytics journey
how to calibrate the setup to measure performance
how to 'benchmark performance' externally between companies in terms of defining strategic objectives including how to 'automate governance' through analytics in order to ensure decentralised ownership

NOTES FROM THE DISCUSSION

Vague terms such as “user audiences” and terms with scope for multiple interpretations, such as “engaged” are not helpful.
Be specific and precise in relation to terminology, definitions, standards etc. this will help preventing misunderstandings, scope for different interpretations etc.
Most measuring and reporting on the performance of sites today is simply “passing on raw data from the analytics tool”.
The recipients; our stakeholders have often got no way of acting on this data.
To go from “raw data” to “actionable insights”, you will need to have identified and agreed clear objectives for the desired outcome of the content: who is the target audience, what are we looking for them to do? etc. First then can we investigate the correlation between the success or failure of achieving the objective and the quantitative / numerical / volumetric performance of the content and the achieving the objective.
If the thing you are measuring cannot be acted upon, don’t measure it at all; it’s reporting for the sake of reporting.
Scrutinize the objectives you might use as a pilot: consider impact vs. feasibility.
Start small and simple: it’s better to work on one KPI and demonstrate real business impact -and build a case that way, than to tro to set up an elaborate framework for all things from the start.
Not all KPIs are equal!

Challenges & Opportunities

We ran this session using the Question Bank Cards from ActionLearningCentre.

The value of communities

A useful resource when looking at quantifying the value of online communities, making business cases for investing in the platform and community management is the Community Roundtable. The latest annual survey can be downloaded with the other slides from Tuesday’s MindMeet.
RECOMMENDED
Participate in the annual CR survey - and get access to up-to-date and useful research data.

References & resources

Slides & presentations

Can be downloaded via WeTransfer. (Get in touch if you are unable to access that way).

Reading, listening & watching

The Intrazone: podcast by Microsoft
2toLead (Richard Harbridge) Free insights on Microsoft tools; deployment and usage
Everyday guide to O365 groups - by Matt Wade

Tools & technologies

Periodic table view (interactive online tool) by Matt Wade
Staffbase (Employee app - website has many useful use cases)

Vendors, agencies & consultants

Wintra Analytics - Copenhagen based agency focusing on analytics for the internal channels and behind the Intranet Performance Indicator / Web Performance Indicator

Possible topics for future sessions

The perfect employee app

The number of employee apps - bespoke, "best-of-breed" or introduced alongside enterprise platforms by vendors such as Microsoft, IBM and Salesforce has grown significantly in the last 12-24 months. I recently did a quick count and found more than 70 different apps catering specifically for employee populations in large organisations.

This market and its products was immature when we last zoomed in on it a couple of years ago. We revisit the topic, discuss the merits and applications in your organisation - if you have any apps. What has been transformative? What is popular? What is less successful? And if you have not integrated employee apps as part of your digital employee ecosystem, what is the reason?

The best right now

We review conferences, training and literature. We look at and assess the value to us of some of the awards and reports highlighting “the best of”. These include the StepTwo (James Robertson) Intranet & DW Showcase and the NN Group’s 10 Best Intranets. Bring any resources and references you have found useful and worth sharing with the group.

Collaboration and discussion throughout the year on Workplace

Register and join the discussion on our Workplace group

The ConnectMinds Method & the ConnectMinds Etiquette

Visit the respective pages for a reminder of the way we work and the etiquette we ask you to consider.

Growing the group and network stronger and more valuable

Do you know anyone who would benefit from the group and wider ConnectMinds network? Send them some background on the group with a line or two about why you are a member.

They can easily register their interest on the site - and I will then follow up and have a chat with them. Many thanks in advance!

Participants

Barry Fuller, RBS

Calum Haswell, Linklaters

Dalia Siwan, Wintra Analytics (Visiting expert)

Diane Murgatroyd, Foreign & Commonwealth Office

Gary Conroy Specsavers Optical Group

Joe Lees, GSK

John Bazley, Alzheimer's Society

Julian Diamond, ARUP (Host)

Karen Patey, Grosvenor Group

Lau Andreasen, ConnectMinds (Group leader)

Miles Tomlinson, GSK

Rory Champion, Grosvenor Group

Sigrid Jensen, Unilever

Simon Werner, Wintra Analytics (Visiting expert)

Apologies

Brandon Pittman, Korn Ferry Group

Cheryl Field, Unilever

Justin Ridley, Alzheimer's Society

Lucy Cuthbertson, Foreign & Commonwealth Office

Neil Marshall, Dentsu Aegis Network

Tony Ogden, Willis Towers Watson

Val Ashton, Unilever

ConnectMinds London

Employee | Digital | Communications | Engagement | Experience | Impact