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Web Metrics

Web Metrics

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Web Metrics

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  1. Web Metrics Web Content Managers Forum April 27, 2005

  2. 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

  3. 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

  4. 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

  5. FAQ Topics Viewed

  6. 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 % 

  7. Top 10 FAQ Search Terms

  8. Useful Team Management Reports • On Demand Reports • Operational status • Staff effectiveness • Staff performance • Staff activity • Time billed • Staff assignments by status • Event tracking

  9. Staff Performance Report

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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

  15. Customer Satisfaction Survey • American Customer Satisfaction Survey • Quarterly indexing customer satisfaction of participating government sites • Government Satisfaction Scores http://www.theacsi.org/government.htm