1. Power Hour June 2012 Usage Metrics Learning about your audience
Conference Number: Participant Code:
Power Hour June 2012
Usage Metrics Learning about your audience

2. Usage Metrics Learning about the audience
Power Hour – June 2012
Agenda
Usage Metrics Learning about the audience
Survey Results
Webinar Schedule

3. Usage Metrics Learning about your audience
Power Hour – June 2012
Usage Metrics Learning about your audience

4. What are your goals for this session?
Usage Metrics
What are your goals for this session?

5. What are your goals for this session?
Usage Metrics
What are your goals for this session?
I am new to usage metrics so an overview of what's being done works for me
Non-Google analytics tools, if possible
What are they? Does this only work on the Internet (as opposed to a help system)?
Do you use Google Analytics?

6. Do you use Google Analytics?
Usage Metrics
Answers
What are they? Does this only work on the Internet (as opposed to a help system)?
Our focus today is on Internet based metrics
Non-Internet based metrics presently require custom implementations
Do you use Google Analytics?
Yes – We will learn more about that later

7. Determine your measurement goals Track user engagement
Usage Metrics
Topics to cover
Determine your measurement goals
Track user engagement
Identify tools to gather metrics
Plus
Reading List

8. Determine your measurement goals
Usage Metrics
Determine your measurement goals

9. Determine your measurement goals
Why are you measuring your audience?
Funding – Justify effort
Reduce support costs – Fewer cases
Increase community – Use our product!
Eliminate content – Reduce content costs

10. Usage Metrics
Track user engagement

11. Methods vary depending on your goal
Track user engagement
Track user engagement
Methods vary depending on your goal
Funding – Justify effort
Reduce support costs – Fewer cases
Increase community – Use our product!
Eliminate content – Reduce content costs

12. Funding – Justify effort Page Views
Track user engagement
Funding – Justify effort
Page Views
Identifies popular content to improve
Identifies unused content
Bounce Rate + Time on Page
Page answers the target question if bounce rate and time on page are high

13. Reduce support costs – Fewer cases
Track user engagement
Reduce support costs – Fewer cases
Support Cases
Specific issues reported less frequently?
Page Views, Search Hits
People finding answers to questions?
Bounce Rate + Time on Page
If bounce rate and time on page are low for pages containing the right answer, improve the content

14. Increase community Comments Recommendations / Mentions
Track user engagement
Increase community
Comments
Count number of comments
Count number of contributors
Recommendations / Mentions
FaceBook Likes, Google +1s, Tweets
Inbound Links – Use Google Alerts
Blogs, sites

15. Eliminate content Page Views Search hits No one uses it, why keep it?
Track user engagement
Eliminate content
Page Views
No one uses it, why keep it?
Search hits
Focus on what people are looking for and consider eliminating the rest (reduce maintain and localization costs)

16. Identify tools to gather metrics
Usage Metrics
Identify tools to gather metrics

17. Identify tools to gather metrics
Log based
Web logs + Log Analyzers
Internet based
Google Analytics
KISSmetrics
Mixpanel
Omniture – Purchased by Adobe in 2009

18. Identify tools to gather metrics
Recommendations / Mentions
Google Alerts Tracks mentions of specific words and phrases on the Internet
Yahoo! Pipes Advanced filter construction
Alexa Sites Linking In

19. Identify tools to gather metrics
Log based
Log file
Internet based
Tracking Urchins JavaScript code placed in a web page to enable fine-grained tracking
Recommendations / Mentions
Automated search bots

20. Identify tools to gather metrics
Tracking Urchin Example
<!–- Load support code --> <script type="text/javascript"> <!— var gaJsHost = ((" == document.location.protocol) ? " : " document.write(unescape("%3Cscript src='" gaJsHost "google-analytics.com/ga.js'" " type='text/javascript'%3E%3C/script%3E")); --> </script> <!-– Create tracking urchin --> <script type="text/javascript"> <!— var pageTracker = _gat._getTracker("UA-*******-1"); pageTracker._initData(); pageTracker._trackPageview(); --> </script>

21. Identify tools to gather metrics
Example using webworks.com:
Google Analytics
Google Alerts

22. Usage Metrics
Reading List

23. Wikipedia Web analytics
Reading List
Reading List
Wikipedia Web analytics
Anne Gentle’s Blog Web Analytics for Technical Documentation Sites
Web Analytics Demystified

24. Power Hour – June 2012
Survey Results

25. Survey Results
When to meet:

26. Survey Results
Voice Options:

27. Survey Results
Topics to cover:

28. Responsive Design See last month’s Power Hour recording
Survey Results
Topics to cover:
Responsive Design See last month’s Power Hour recording

29. Power Hour – June 2012
Webinar Schedule

30. Power Hour: Webinar Schedule July 26th at 2:00pm Central
ePublisher Development - The publishing process
Sign-up at

31. Show Me: Webinar Schedule July 19th at 10:30am Central
Learn what the ePublisher platform can do for you
Repeats monthly on the 3rd Thursday
Sign-up at

32. Study Hall: Webinar Schedule July 11th at 1:00pm Central
Open forum for ePublisher users
Repeats monthly on the 2nd and last Wednesdays
Join at

33. Power Hour June 2012 Usage Metrics Learning about your audience