Briefing: Information Management Best Practices: Metrics That Matter

Metrics that truly measure the performance and value of information management (IM) functions are elusive. For managers who 'get it right,' metrics can underpin value propositions, support strategic decisions, and provide a foundation for resource allocation choices that might otherwise be made in a vacuum. Therefore, it's critical to the success of any IM metrics program that the right metrics are chosen for the right reasons. This Briefing analyzes the range of metrics available to IM organizations. It distinguishes 'value metrics' from 'management metrics,' and identifies a series of specific metrics as traditional (for example, customer satisfaction, usage, activity), new (cost-per-user, audits), or innovative (system reliability, outcomes). The Briefing provides a practical, strategic approach to choosing among available metrics to track, and sample methodologies for measuring ROI, one of the more challenging metrics. It concludes with advice for reporting and communicating IM metrics to executives.