This presentation was originally delivered at DGI's Government KM Conference in Washington DC on August 20th, 2014. It briefly discusses knowledge management metrics, return on investment, and business value. Also included is a simple visual of EK's Knowledge and Information Management (KIM) Maturity Curve.

1. ©
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

2. ©
Enterprise
Knowledge,
LLC
The
KIM
Maturity
Curve

3. ©
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.

4. ©
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$APR$
M
AY$
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&

5. ©
Enterprise
Knowledge,
LLC
Prac<cal
KM
–
Iden<fying
and
Achieving
ROI

6. ©
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.

7. ©
Enterprise
Knowledge,
LLC
Zach Wahl
Enterprise Knowledge, LLC
www.enterprise-knowledge.com
571.403.1109
zwahl@enterprise-knowledge.com
@ZacharyWahl, @EKConsulting