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Web Metrics - PowerPoint PPT Presentation

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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 l.jpg

Web Metrics

Web Content Managers Forum

April 27, 2005

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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

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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

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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

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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 % 

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Useful Team Management Reports

  • On Demand Reports

    • Operational status

    • Staff effectiveness

    • Staff performance

    • Staff activity

    • Time billed

    • Staff assignments by status

    • Event tracking

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  • 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

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  • 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

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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

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Low-tech methods to identify users

Usability testing

Questions from site visitors


Simple surveys via email

Cheap Metrics

Feedback via email

PMA Reports on site performance

Low-tech and cheap methods

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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

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Customer Satisfaction Survey

  • American Customer Satisfaction Survey

  • Quarterly indexing customer satisfaction of participating government sites

  • Government Satisfaction Scores http://www.theacsi.org/government.htm