# Presentation: 098163

## 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

- 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

**Notes:**
Usability tests for effectiveness, efficiency, and user satisfaction
Feedback provides information on user satisfaction, content needs/interests, and technical problems
Metric software provides information on number of visitors, top content, top referrers, and quality of web site

## 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 Topics Viewed

## FAQ Site Effectiveness

**Site Effectiveness****   ****Selected 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 % **

## Top 10 FAQ Search Terms

| Phrase Stem | Search Count | # of Answers |
| --- | --- | --- |
| BUSI ASSOCI | 505 | 86 |
| HIPAA | 470 | 208 |
| EMPLOY | 386 | 27 |
| AUTHOR | 368 | 112 |
| HIPPA | 318 | 176 |
| MEDIC RECORD | 225 | 118 |
| RESEARCH | 221 | 38 |
| WORKER COMPENS | 193 | 9 |
| LAW ENFORC | 190 | 102 |

## Useful Team Management Reports

- On Demand Reports
- Operational status
- Staff effectiveness
- Staff performance
- Staff activity
- Time billed
- Staff assignments by status
- Event tracking

## Staff Performance Report

## 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

## 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

- 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

## 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