Evaluating Impact: Making Sense of KPIs

From Brad Hinton this very nice experience-based account of how to use metrics to evaluate impact. He’s discussing how he used metrics in a library services setting, but quite rightly makes the connection to KM – the connection makes sense for any infrastructural services role in my view. Brad’s most telling connection (and the most frequently missed by metrics-fanatics) is how important it is to establish the narrative context of impact with stakeholders, which then helps you (and them) make sense of what the quantitative metrics you have uncovered actually mean.

“Sometimes we can get caught up with a set of formal metrics of measurement that yield outputs but do not reflect impact. And one way to ascertain impact is through talking to your clients and the people you service.”

For more on this see our white paper on “How to Use KPIs in Knowledge Management”.

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