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Guide to Measuring Business Value

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Presentation on theme: "Guide to Measuring Business Value"— Presentation transcript:

1 Guide to Measuring Business Value

2 Table of Contents Agenda I. Introduction II. Qualitative Measures
III. Quantitative Measures Agenda A. Analytics Dashboard B. Data Export C. Data Export API D. Third-Party Applications

3 I. Introduction

4 Understand Three Key Themes
Business value is defined by quantitative and qualitative analysis of your network measured against your vision for enterprise social – a vision inspired by one or more of these three themes. Listen. Adapt. Grow. Listen to the conversations that matter. Adapt and make smarter decisions. Innovate, develop better products and enhance customer experience.

5 Keep Use Cases In Mind The three themes inspire your company’s vision for enterprise social, and provide context for identifying high-priority business outcomes and individual use cases. Identifying use cases enables you to define concrete, actionable outcomes, which you can measure. Vision Use cases High-priority business outcomes

6 Understand Outcomes of Conversations
There are three key steps to finding business value in your network. Getting people talking on your network is an important first step, but not knowing what they are talking about makes it difficult to understand the value. Knowing what people are talking about is helpful, but not knowing the outcomes of the conversations makes it hard to understand the value. Understanding the outcomes from those conversations is the key to finding business value. People talking Business Value People talking about sales People talking about sales, thereby increasing revenue.

7 Business Value Depends on Network Maturity
Remember that connections in a network grow almost exponentially with the number of users on the network. As a result, it is important to have enough active people on your Yammer network before focusing on business value. As your network matures, adjust your goals with respect to business outcomes and business value. In other words: In beginning, focus on adoption and other quantitative measures of network health – simply put: Get people talking on the network. Next, focus on engagement, which means getting people talking about specific business areas and topics. Finally, focus on delivering business value.

8 Tailor Your Use Cases to Network Maturity
When considering use cases, keep network maturity in mind. Mature networks are best at handling sophisticated use cases that drive business value the most. Streamlining Any Business-Related Function or Task Co-Authoring Content Sharing Best Practices Replace Meetings Team & Department FAQ Sharing Employee Recognition Employee Connectedness Culture Initiatives Sharing Industry Articles & News

9 Quantitative & Qualitative Measures
Measuring business value requires quantitative and qualitative analysis. When describing quantitative measures, we are referring to the network statistics obtained from the Yammer analytics dashboard and data export. These statistics give you a quick snapshot of network health that is particularly useful for young networks. When describing qualitative measures, we’re referring to success stories that illustrate the business value that your Yammer network is delivering. These stories are harder to capture, but are the most effective way to demonstrate business value because they identify the subject matter of Yammer interactions, as well as the business outcomes they generate.

10 II. Qualitative Measures

11 Qualitative Measures of Business Value
Qualitative measures are the best way to understand the business value of Yammer. This is because enterprise social networking is like infrastructure, as opposed to a tool. While tools can be easily measured on ROI, the valuable impact of infrastructure, including social infrastructure like Yammer, can be hard to predict. Just think: Would you rather have 100 people on your network just chatting, or 25 people on your network improving sales revenue by sharing examples of what helped them close their biggest deals?

12 The Relevance of Qualitative Measures
Rather than measuring (which suggests quantitative data collection), storytelling in my view is a much more powerful way to demonstrate usefulness, benefit and ROI. Often, one success case can outweigh the cost for an ESN for a year. Kai Riemer At CIO Strategy Summit The true value of an enterprise social network is not reflected in the measurable data that is presented to you in a dashboard, but rather in its ability to strengthen the informal social network that creates interactions and fosters the completion of work inside your company. CMS Wire

13 Four Steps to Qualitative Measurement
Remember your vision. Analyse your network by comparing it to your vision for how Yammer will help your organization listen, adapt and grow. Take a poll. Use surveys to measure engagement of coworkers and employees. You might include questions in the annual employee surveys that your company already prepares. Track #YamWins. To keep track of good Yammer conversations, create a topic in Yammer, e.g. #YamWin. Add the topic to any conversations demonstrating business value so you can easily locate them within the network. Share stories. Encourage network members to share their own Yammer wins or “a-ha” moments, so others can learn from their stories.

14 Remember Your Vision A clear vision is important because it: Enables employees to foresee the value that Yammer will bring to the organization and to them personally Achieves a clarity of purpose, which helps secure buy-in and support Broadly defines how Yammer can help clear communication barriers Reflects the goals of individuals throughout your organization

15 Take a Poll One of the easiest ways to find out whether your network is achieving business value is by talking to your coworkers or network members. You can create a poll or survey to assess the level of enterprise social adoption, collect feedback and identify opportunities to improve the network. Here are some sample questions you can ask: What are some of the primary ways you use Yammer? How often do you use Yammer? How often do you use Yammer for business related purposes? To what degree have you experienced value in using Yammer as part of your workflow?

16 Track #YamWins An employee on the night crew flags a non-routine problem. Charleston Identify conversations demonstrating cross-functional collaboration and teamwork. Tag these conversations with the topic #YamWin to follow their progression. Search for the #YamWin topic when doing an analysis of the network to quickly locate conversations demonstrating business value. Dallas Other stores across the country confirm the problem. Salt Lake City Phoenix An executive acknowledges the issue. This thread demonstrates the following: Identification of a non-routine work. Non-routine work puts more decision making and discretion in the hands of the individual contributor. Companies need tools like Yammer that will help individual employees better make informed decisions and perform non-routine work. Access to communication tools for non- /frontline workers that have not been available before. Problem identification from geographically dispersed employees. Problem resolution and communication from leadership. This thread originates from an employee working the night shift. This employee is also one who doesn’t have an address, so Yammer has given him a way to interact with the rest of the company in a way that he hasn’t had before. He is identifying an issue with some product his store has received. The next 3 responses show confirmation from stores in other parts of the country that have experienced the same issue. In one place, the company is able to identify an issue that is impacting at least 3 other store locations, from firsthand employee feedback. The VP of Manufacturing and Sourcing weighs in to acknowledge the issue. She later follows up with a resolution to the problem. Chicago The problem is resolved.

17 Share Stories Capturing and sharing stories about your network’s successes and #YamWin moments is one of the best ways to demonstrate business value. When sharing a story about your Yammer network, be sure to include these details: Time. The story should begin with a time marker, so the audience knows when it happened. Characters. The story should feature names, so the audience knows who was involved. Events. The story should recount the events that took place. Visuals. The audience should be able to picture what has happened. Stories about business value can easily be shared internally through a Yammer Success Stories group in the network. You can also share stories externally with the wider Yammer community via the Yammer Customer Network.

18 Examples of Success Stories
Here are some examples of customer success stories. Create a Yammer Success Stories group on your network to share your own successes with your organization. When Red Robin introduced the bacon-laden Pig Out burger, management was disappointed by the lack of customer feedback on Red Robin’s Facebook page but learned a great deal from the considerable buzz on Yammer. “Managers started talking about ways to tweak the Pig Out recipe, and four weeks later, we had an improved, kitchen-tested version to roll out to restaurants. That’s a process that would have taken 12 to 18 months before.” Chris Laping CIO “We have lots of events in our shopping centers, and Yammer’s mobile functionality makes it easy for staff on the ground to post updates and videos, giving the rest of us a feed of activity as it happens.” When the winner of The X Factor Australia did a tour of several centers, “the team did a live feed of photographs and videos from various locations. That was phenomenal not only as a way of sharing the excitement, but it helped us learn and improve each appearance based on the one before.” Andy Hedges Shopping Center Management Technovision is an annual internal document that outlines how customers in different sectors can best deploy technology. It’s put together by a small number of CTOs, but in 2012, they shared the preliminary report on Yammer and asked for feedback. “Our Technovision reports have always been based on the experiences of a few very senior, very clever, technologists… But this year’s document is even more powerful, because people across the company were able to see those ideas and develop them, drawing on examples of client work around the globe. Yammer helped our CTOs refine the report by mining the perspective of the 40,000 people on our network – and they did it in two weeks. You sure couldn’t do that with .” Tom Barton Head of Communications

19 Further Resources Check out these resources for further information on measuring business value from a qualitative perspective. CMS Wire - The Enterprise Social Networking Data Party is Over  Enterprise Social Network Analytics vs. Scoring; Why One Works and the Other Doesn’t Blog Post - Measuring Business Value Kai Riemer Keynote on Enterprise Social Network Adoption

20 III. Quantitative Measures

21 Importance of Quantitative Measures
Monitoring and tracking the performance of your network allows you to observe its health, keep track of how your organization is using Yammer and identify opportunities for growth. Quantitative measurement is particularly relevant for measuring growth in young networks, if they haven’t yet realized their full potential for business value. We offer a number of tools to assist with quantitative measurement. In the following slides, we explain how these tools help you analyse network data: Analytics Dashboard Data Export Data Export API Third-Party Applications

22 Quantitative Metrics Highlight Opportunities
Quantitative metrics highlight areas for growth in your network, so you can take action to boost adoption and engagement company wide. For example: If files and notes usage is low, organize training sessions on collaborating using these tools. If mobile usage is low, launch a campaign to raise awareness and promote usage. If a particular group is popular, invite the group admins to share best practices for keeping the group active.

23 How Do I Start Measuring?
After reviewing the resources in this section of the deck, start analyzing quantitative metrics in your network by: Examining your Analytics Dashboard Planning a Data Export schedule Performing a Data Export Creating a pivot table in Excel using your data Sharing what kind of report you’ve created (and how you created it) in the Yammer Customer Network

24 A. Analytics Dashboard

25 Using Your Dashboard The Yammer Analytics Dashboard provides certain statistics on network activity that can help in gauging network health, especially in young networks. These statistics are great for illustrating the growth of your network and confirming that the network is active. For example, an upward trend in the number of posts indicates that the network is active and that employees are engaging with the network. The following slides explain the key metrics, which include: Number of members Number of likes Number of posts Number of groups

26 Overview Your Network Analytics
TIP To analyze how a launch event affects engagement levels, compare the overview metrics before and after the event. Toggle to see network activity for the past 7 or 28 days.

27 Quantify Engaged Members
TIP Analyze the number of engaged members vs. total members. An engaged member has: Sent a private message, started a thread, replied to a thread, liked or shared a conversation. Viewed a full conversation, or clicked to expand a post.

28 Understand Message Volume
TIP Analyze the number of messages posted in a group vs. in a private message. Measure the number of monthly messages posted in the past 6 months.

29 Analyze Group Activity
TIP Review the percentage of active groups on the network. If a particular group is popular, invite the group admins to share their best practices for keeping a group active.

30 Quantify File Sharing TIP
View the total number of files that have been uploaded to the network over time. If files usage is low, organize a training session on collaboration best practices.

31 Understand Notes Usage
TIP Analyze the number of notes that have been created over time and the number of unique note edits and views. If notes usage is low, organize a training session on collaboration best practices.

32 Understand Notes Usage
TIP Analyze how your members are using notes based on the number of views and purpose of the note (e.g., business- or project-related notes vs. water-cooler conversation).

33 Identify Login Access Points
TIP Identify how your members are accessing Yammer, e.g., via web, mobile, desktop or SharePoint. Are there opportunities to raise awareness about certain access points?

34 Analyze Mobile Devices Usage
TIP Identify which mobile platforms your users are using. Then, host a mobile app training for the most popular platform. If mobile app usage is low, organize a campaign to promote using Yammer on mobile devices.

35 B. Data Export

36 What Can I Export From Yammer?
The Yammer Data Export will package and export all messages (public and private), notes, files, topics, users and groups. The Yammer Data Export is available to Verified Admins only. Data will be exported into separate .CSV files. The .CSV files will contain details of each data type, such as message ID, time stamps, participants, group names, etc.  Files will be in their native format, and notes will be exported in .html format. Exports will only contain files and notes created or modified during the time period specified for the export.

37 What Can I Do With My Data?
Create a PivotTable, a Microsoft Excel feature which allows you to aggregate and visualize the exported data. By analysing the Messages.csv file, you can: Find the Top 10 groups based on posts or conversations; drill down to see the breakdown by day. Find the Top 10 posters; drill down to see the breakdown by day. By analysing the Topics.csv file, you can: Break down the number of topics created by day.

38 Comparing Dashboard & Data Export
The Yammer Analytics Dashboard and Data Export give you access to different metrics. Yammer Dashboard Network growth, weekly or monthly Engaged members Number of messages posted Number of groups, total and active Number of files, total and uploaded Number of notes, total and created Top notes and files How your organization is accessing Yammer Mobile devices used Data Export & Excel Using formulas, search for keywords, like a specific campaign or project name Using pivot tables, drill down or aggregate your data at a deeper level, such as: Network growth at a daily level Number of messages posted per day, week or month Number of messages posted in each group Create charts and graphs to display analytics Yammer can provide you with general overview over your network, using your data export and Microsoft Excel can allow you to drill down deeper.

39 C. Data Export API

40 What is the Data Export API?
The Data Export API allows an IT administrator to set up and customize automatic, recurring exports for your network. This allows greater control, flexibility and customization. URL: Method: GET Authentication: OAuth 2 access token, user must be a verified admin. See the Yammer Developer Network for generating an access token.

41 Query Parameters access_token – The OAuth bearer token of a verified admin. model - Indicates which models to be exported. All available models will be exported if no model is specified. Multiple models may be specified with multiple parameters with the 'model' name. Available models include: User Group Message Topic UploadedFileVersion DocumentVersion since - Indicates the start date of the export. All exported changes will have occurred on or after this date. Must be encoded as an ISO-8601 date. include – Defines whether to include file attachments or not. Options are ‘csv’ (no attachments) or ‘all’ (include attachments). network – Which network(s) you wish to export. Must be accessible using the provided OAuth bearer token. i.e. the network associated with the token, or associated external networks. include_ens – If ‘true’, automatically include all external networks related to the network associated with the OAuth bearer token.

42 D. Third-Party Applications

43 GoodData What is it? GoodData is a Yammer Partner Application which allows the verified admin to extract and analyze data exported via the API. It is an analytics and reporting app built around best practices and key performance indicators for measuring Yammer networks. The app sits on top of GoodData’s powerful business intelligence platform and consists of prepackaged dashboards. What can it do? Key areas of analytic focus include group activity tracking, identification of influencers and champions, trending topics and virality analytics. GoodData can: Easily be extended and customized to meet your organization’s unique needs. Include other data sources to provide a complete view of your organization’s social investments, including sources such as Facebook, Twitter, Google+, other enterprise social networks or internal data sources.  Track and analyze internal Yammer usage and adoption, ensuring that your organization makes the most out of its investment in enterprise social. 

44 ViewPoint Enterprise ViewPoint Enterprise is a Yammer Partner Application which provides federated visibility of your company’s Yammer and SharePoint platforms. With ViewPoint, you can: Watch changes in user and group adoption over time. See which groups and sites are most and least active – by posts, likes, shares, documents and more. Identify your most influential users across the enterprise. For more information about ViewPoint Enterprise, see ViewDo Labs:

45 Appendix

46 Example Data Export API Queries
Export all data since February 9, 2012: Export all data since February 9, 2012 but exclude file attachments: Export message data since February 9, 2012 and exclude attachments:

47 Tips for creating a Pivot Table
Make a copy of your .CSV files Expand all columns Separate your date columns (“created_at”, “deleted_at”, etc.) into just a Date column In an empty column, call it “Date” and include this formula in the adjacent row: "=CONCATENATE(LEFT(X#,10))" where "X#" is a date/time cell for that row. For example, in the Messages.csv file: In cell U1, title it, “Create Date” In cell U2, enter the formula, “=CONCATENATE(LEFT(S2,10))" Add a column for # of days since the last activity occurred, include this formula: “=TODAY()-X#” where “X#” is the resulting cell from above.

48 Pivot Table Resources Here are some great resources from the Microsoft Office Team on getting started with PivotTables: Create a PivotTable to Analyze Worksheet Data Use the Field List to arrange fields in an PivotTable Update (refresh) data in a PivotTable Filter data in a PivotTable Sort data in a PivotTable Delete a PivotTable

49 GoodData Resources For pricing information please For other information, check out: GoodData for Yammer GoodData Group in the YCN Network

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