Friday Oct 25, 2013

The Connected Company: WebCenter Portal - Feedback - Analytics and Polls

Evernote Export Guest Post by: Mitchell Palski, Staff Sales Consultant

The importance of connecting peers has been widely recognized and socialized as a critical component of employee intranets. Organizations are striving to provide mediums for sharing knowledge and improving awareness across their enterprise. Indirectly, the socialization of your enterprise should lead to cost savings and improved product/service quality. However, many times the direct effects of connecting an organization’s leadership with its employees are overlooked. Oracle WebCenter Portal can help you bridge that gap by gathering implicit and explicit feedback.

Implicit Feedback Through Usage Analytics

Analytics allows administrators to track and analyze WebCenter Portal traffic and usage. Analytics provides the following basic functionality:

  • Usage Tracking Metrics: Analytics collects and reports metrics of common WebCenter Portal functions, including community and portlet traffic.
  • Behavior Tracking: Analytics can be used to analyze WebCenter Portal metrics to determine usage patterns, such as page visit duration and usage over time.
  • User Profile Correlation: Analytics can be used to correlate metric information with user profile information. Usage tracking reports can be viewed and filtered by user profile data such as country, company or title.

Usage analytics help measure how users interact with website content – allowing your IT staff and business analysts to make informed decisions when planning development for your next intranet enhancement. For example:

  • If users are not accessing your Announcements page and missing critical information that they need to be aware of, you may elect to use graphical links on the home page to direct more users to that page. As a result, the number of employee help-requests to HR decreases.
  • If users are not accessing your News page to read recent articles, you may elect to stop spending as much time updating the page with new stories and cut costs in your communications department.
  • You notice that there is a high volume of users accessing the Employee Dashboard page so your organization decides to continue making personalization enhancements to the page and investing in the Portal tool that most users are accessing.

Usage analytics aren’t necessarily a new concept in the IT industry. What sets WebCenter Portal Analytics apart is:

  • Reports are tailored for WebCenter specific tools
  • Report can be easily added to a page as simple as a drag-and-drop


WebCenter Portal Analytics

Explicit Feedback Through Polls

WebCenter Portal users can create, edit, take, and analyze online polls. With polls, you can survey your audience (such as their opinions and their experience level), check whether they can recall important information, and gather feedback and metrics.

How many times have you been involved in a requirements discussion and someone has asked a question similar to “Well how do you know that no one likes our home page?” and the response is “Everyone says they hate it! That’s all anyone complains about.” No one has any measurable, quantifiable metric to gauge user satisfaction. Analytics measure usage, but your organization also needs to measure the quality of your portal as defined by the actual people that use it. With that information, your leadership can make informed decisions that will not only match usage patterns but also relate to employees on a personal level. The end result is a connection between employees and leadership that gives everyone in the organization a sense of ownership of their Portal rather than the feeling of development decisions being segregated to leadership only.

Polls can be created and edited through the Poll Manager:

Oracle WebCenter Poll Manager

Polls and View Poll Results can easily be added to a page through drag-and-drop.

WebCenter Portal Poll Results

What did we learn?

Being a “connected” company doesn’t just mean helping employees connect with each other horizontally across your enterprise. It also means connecting those employees to the decisions that affect their everyday activities. Through WebCenter Portal Usage Analytics and Polls, any decision that is made to remove a Portal page, update a Portal page, or develop new Portal functionality, can be justified by quantifiable metrics. Instead of fielding complaints and hearing that your employees don’t have a voice, give those employees a voice and listen!


About

Oracle WebCenter is the center of engagement for business—powering exceptional experiences for customers, partners, and employees. It connects people, process, and information with the most complete portfolio of portal, Web experience management, content, imaging and collaboration technologies.

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