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Web Metrics. Web Content Managers Forum April 27, 2005. Sources of Web Metrics. Web server logs Metric software Web application reports: Search engines COTS packages Custom software Hosting provider Task management Feedback Usability testing Surveys. Where HHS Gets Metrics.

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web metrics

Web Metrics

Web Content Managers Forum

April 27, 2005

sources of web metrics
Sources of Web Metrics
  • Web server logs
  • Metric software
  • Web application reports:
    • Search engines
    • COTS packages
    • Custom software
    • Hosting provider
    • Task management
  • Feedback
  • Usability testing
  • Surveys
where hhs gets metrics
Where HHS Gets Metrics
  • Usability testing
  • Feedback
  • Metric Software
    • Web Trends
    • Web XM
  • Search engine reports (Google)
  • E-service application reports (RightNow E-Service)
  • Presidential Management Agenda Reports
    • GovBenefits.gov site usage reports
    • USA Services reports
  • Management system reports
useful e service reports
Useful E-Service Reports
  • Topics viewed by category
  • Questions submitted by category
  • “Self-service” rate
  • Keyword search
  • Subscriptions to your information
  • Question creation trend
  • Click stream and session tracking
  • System Performance
  • Bandwidth usage
faq site effectiveness
FAQ Site Effectiveness

Site EffectivenessSelected Data      Report Time Range: 04/19/2005 - 04/26/2005

Total Session Activity (18,870 Sessions)  

Activity   Count   Percent

View Answer 8,785  46.6%  

Search 10,288  54.5 %  

Submit Question 121  0.6 % 

Self Service Rate   99.4 % 

useful team management reports
Useful Team Management Reports
  • On Demand Reports
    • Operational status
    • Staff effectiveness
    • Staff performance
    • Staff activity
    • Time billed
    • Staff assignments by status
    • Event tracking
analysis
Analysis
  • Plan ahead
    • Know what media or programmatic events are upcoming and plan what you and the team want to know about
    • Find the gaps in knowledge and inform planners about what you need to assist their efforts
    • Develop standard report formats for program staff that are easy to understand and use
analysis13
Analysis
  • Steps to take:
    • Develop baseline data
    • Analyze across set time periods
    • Evaluate differences and similarities in the data
    • Compare with similar time periods or against similar episodes
    • Validate across different tools (for example, site search engine tools compared Web application search tool)
    • Where appropriate, use statistical tools to validate data (analysis of variance)
    • Look for the big picture
    • Look for the gaps and what you need to get better data
    • Document your analysis and the methods used
    • Save and back up your data files
what to do with your data
What to do with your data
  • Prepare regular, easy-to-use analytic reports and presentations for content managers and management
  • Route feedback directly to content managers for analysis and preparation of new or revised content
  • Serve as technical support for content managers regarding site performance data
low tech and cheap methods
Low-tech methods to identify users

Usability testing

Questions from site visitors

Feedback

Simple surveys via email

Cheap Metrics

Feedback via email

PMA Reports on site performance

Low-tech and cheap methods
ers s state of the web report
ERS’s State of the Web Report
  • Customer Satisfaction Survey Highlights
  • Site Traffic
  • Referring Sites
  • Top 10 Search Terms
  • Most Popular…
  • New/Updated Products on the Web
  • Web Team “Successories”
  • What Others Are Saying
customer satisfaction survey
Customer Satisfaction Survey
  • American Customer Satisfaction Survey
  • Quarterly indexing customer satisfaction of participating government sites
  • Government Satisfaction Scores http://www.theacsi.org/government.htm