January 21, 2014
@yammer, #YammerTV, #YayAnalytics
Welcome
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Learn about the Analytics tools and options within Yammer
Walk through how to obtain customized reporting from using the Data Export and other tools
Find out how other customers are utilizing Analytics to prove success in their Yammer networks
Interact in Q&A discussion (last 5-10 minutes)
Paul Agustin
Dropper of
Knowledge
Yammer
Christina Fan
Customer Success
Manager
Yammer
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Ask questions and comment in Q&A
Flexible console
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Share content and takeaways
@yammer, #socialjourney
On-demand recording will be sent via
email post-event
Agenda
5
Introduction to Measuring Business Value
• Business value is achieved through a combination of quantitative and qualitative measures
that are linked to one or more of the following three solutions:
Attract, engage and
retain your employees
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Connect, collaborate
and share with high
performing teams
Adapt, compete and win
through rapid innovation
Introduction to Measuring Business Value
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The 3 solutions provide a great structure when identifying a social network’s business value
by linking to the organization’s mission, vision, values and strategy.
Developing use cases enables the definition of clear business objectives and measures of
success, be those quantitative or qualitative.
In each area where you are measuring business value you would have one or more use
cases linked to one of the 3 solutions.
Three Solutions
Organization’s
mission / vision
/ values /
strategy
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Use Case
Use Case
Use Cases
Network Maturity and Business Value
• Connections in the network grow exponentially with the number of users on the network.
• It is important to have a enough active and engaged people on your Yammer network
before focusing on business value.
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Network Maturity and Business Value
• Delivering business value is a process of continuous iteration:
• Start with a defined business purpose / use case
• Focus on delivering business value
• Celebrate success to inspire others to initiate their own use cases
• Achieving outcomes which deliver business value is directly linked to the maturity of your
Yammer network:
• The initial focus should be on getting people on the network and talking (Adoption)
• Next, get people talking about specific business areas/topics (Engagement)
• Only then will you be in a position to begin delivering business value (Embedded)
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Network Maturity and Business Value
• As the network matures the blend of where you focus effort will change:
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Poll #1
How familiar are you with Yammer Analytics?
a) Yammer has analytics?
b) I know where the Analytics Dashboard is.
c) I’ve looked at the Analytics Dashboard.
d) I frequently use it and Yammer’s Data Export.
Analytics
Why are these Analytics important?
• Monitoring and tracking the performance of your network lets you observe
its health, identify opportunities for growth, and helps you keep track of how
your organization is using Yammer.
• These statistics can help you see where your network needs help.
What measurements are available?
• Analytics Dashboard – out of the box analytics tools from Yammer.
• Data Export – zip file containing .CSV files of messages and archives
containing files and Notes.
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Analytics Dashboard
How do I use the Analytics Dashboard?*
• Access the Analytics Dashboard from your Yammer Network:
1.
2.
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In the top right hand corner, select “Apps”
Scroll down to “My Apps.”
Click on the Analytics button.
Note: “Analytics” is open to all users on your network, so any user can view aggregate statistics.
• In the next slides, we will take a look at some best practices for using the analytics
dashboard.
*Yammer Analytics are subject to change. Please refer to the Product Release Schedule for more details.
Analytics Overview
Getting
Started
Best
Practices
Questions
to Ask
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• Take a snapshot to measure
results over time
• Toggle the results between 7 or
28 days
• Work with your Community
Manager to decide network
analytics strategy
• Use this view to see if there is
consistent growth
1.
2.
3.
Are messages being posted by a few people in your network?
How can you get additional member active and involved?
With the growth, what additional actions are needed?
Engaged Members
Getting
Started
• Toggle the results between 7 or
28 days
• Engaged users have taken an
action* in Yammer
Best
Practices
• Use this view to see how many
total members are in the
network
• Engagement varies because of
organizational uses of Yammer
Questions
to Ask
1.
2.
How are new members joining the network?
What could be done to increase the level of engagement?
* An action means the member has posted, replied to, Liked or Shared a conversation or Private Message, viewed a full conversation, or clicked to expand a post.
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Messages Overview
Getting
Started
• Toggle the results between 7 or
28 days
• Messages posted in public
groups* in Yammer
Best
Practices
• Use this view to see how many
total messages are in the
network and growth over the
past six months
Questions
to Ask
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2.
3.
4.
What is the ratio of private messages compared to group messages?
Do the members of the network about creating messages in groups?
What types of conversations are happening on the network?
What could be done to increase the number of messages posted in groups?
*Groups include the All Company Group, Private and Public groups.
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Groups Overview
Getting
Started
• Toggle the results between 7 or
28 days
• Review active groups* in
Yammer
Best
Practices
• Use this view to see how many
total groups are in the network,
including public and private
• Review active groups the past
six months
Questions
to Ask
1.
2.
3.
4.
What is the ratio of private groups compared to public groups?
If your group count is low or not active, do the members of the network know about creating
groups? If not, what are the use cases for groups related to your network?
What types of groups have the most activity?
Do you have Group Administration guidelines for new group admins?
*Active Groups includes groups with messages posted in the timeframe selected.
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File Sharing
Getting
Started
• Toggle the results between 7 or
28 days
• Review files* uploaded to
Yammer
Best
Practices
• If Files usage isn’t where you’d
like, work with your Community
Manager and organize training
sessions on collaboration using
Yammer.
Questions
to Ask
1.
2.
What is the use of files on the network?
Determine the amount of viewing of files compared to active uploading.
*Files include any file attached in a Yammer post, ie. Word Documents, .Mov File or .Jpeg etc
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Note Creation
Getting
Started
• Toggle the results between 7 or
28 days
• Review notes created on
Yammer
Best
Practices
• If Notes usage isn’t where you’d
like, work with your Community
Manager and organize training
sessions on collaboration using
Yammer.
Questions
to Ask
1.
2.
Do your members know how to use Notes? What are they using notes for?
Determine the amount of viewing of files compared to active uploading.
*Files include any file attached in a Yammer post, ie. Word Documents, .Mov File or .Jpeg etc.
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Note Views
Getting
Started
• Toggle the results between 7 or
28 days
• Review notes view in Yammer
Best
Practices
• Review to see what Notes are
commonly referred to and
viewed.
• These views only include public
notes.
Questions
to Ask
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1.
2.
For the most popular viewed notes, what is driving their popularity?
How can you encourage and share the information via Notes?
Access Information
Getting
Started
• Toggle the results between 7 or
28 days
• Client snapshot of people
logging and posting to Yammer
Best
Practices
• See where members are
logging on to most to direct
additional communication and
educations around Yammers
usage and availability.
Questions
to Ask
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1.
2.
Are people aware of the variety of ways to interact with Yammer?
What area are people using most? Where is the area of opportunity for additional usage?
Mobile Access Information
Getting
Started
Best
Practices
Questions
to Ask
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• Toggle the results between 7 or
28 days
• Snapshot of which mobile client
is used to log into Yammer
• Use this information to plan
additional uses of Yammer
• Additional training may be
offered specific to mobile user
scenarios.
1.
2.
3.
Are people aware of the different ways to connect with Yammer from their mobile devices?
What are areas of opportunity for you to support additional mobile usage?
Is the Yammer usage supported by your mobile device polices within your organization?
Data Export
Where can I find the Data Export feature?
By clicking Admin, Content and
Security, then selecting Export Data, you
can access the data export features
What kind of content can I export from Yammer?
• Yammer Data Export is for Verified Admins only and will package and export all
messages, Notes, Files, topics, users, and groups.
• Data will be exported into a zip file containing .CSV files of messages and
additional archives containing files and Notes.
• You can perform a one-time export simply by specifying the starting date from
which you would like to export.
What does the .zip Data Export file include?
• Messages, Users, Topics and Groups in separate .CSV files:
• This contains public and Private Messages as well as complete details of each
data type, such as message ID, timestamps, participants, group names, etc.
• Files and Notes folders:
• These will contain files and Notes on your network. Files will be in their native
format and Notes will be exported in .html format.
• Note: that exports will only contain files and Notes created or modified during the time
period specified for the export.
I have my export file, so now what?
• Create a PivotTable, one of the coolest features of Microsoft Excel. PivotTables
allow you to aggregate and visualize the data from your Export File.
• Analyzing the Messages.csv file:
o Find the Top 10 groups based on posts or conversations, drill down to see
the breakdown by day.
o Find the Top 10 posters, drill down to see the breakdown by day, month,
quarter, etc.
• Analyzing the Topics.csv file:
o Breakdown the number of topics created by day, month, quarter, etc.
• Analyzing the Users.csv file:
o Breakdown the number of users added, suspended, or deleted by day,
month, quarter, etc.
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PivotTable? Whaaaaat?
• Here are some great resources from the Microsoft Office Team on getting
started with PivotTables:
o Create a PivotTable to Analyse Worksheet Data
o Use the Field List to arrange fields in an PivotTable
o Update (refresh) data in a PivotTable
o Filter data in a PivotTable
o Sort data in a PivotTable
o Delete a PivotTable
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Tips before creating a PivotTable
• Make a copy of your .CSV files
• Expand all columns
• Breakdown your date/time columns (created_at, deleted_at, etc) into just a Date column
o In an empty column, call it “Date” and include this formula in the adjacent row:
• "=CONCATENATE(LEFT(X#,10))" where "X#" is a date/time cell for that row.
• For example, in the Messages.csv file:
• In cell U1, title it, “Create Date”
• In cell U2, enter the formula, “=CONCATENATE(LEFT(S2,10))"
• Add a column for # of days since the last activity occurred, include this formula:
o “=TODAY()-X#” where “X#” is the resulting cell from above.
o Change the format of the cells to “General”
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Yammer vs. Excel
What analytics data can you pull from each resource?*
*This may be subject to change. Review Product Roadmap for any changes.
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Real Life Examples
What day do most people post messages on Yammer?
Link to Recipe: https://www.yammer.com/yammerycn/notes/1004540
What are the Top 10 Groups based on Messages posted?
Link to Recipe: https://www.yammer.com/yammerycn/notes/882559
Poll #2
How often do you capture “stories” from Yammer?
a) I didn’t even think to capture stories
b) I’ve heard some, but don’t do anything with it
c) I tag all the great stories
Qualitative Measurements
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Why Stories?
Stories can have a tremendous impact on organizations:
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Stories reveal what’s really happening in your organization
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Stories inspire us to take action
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Stories stick in your mind much better than dot points and clever arguments
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Stories connect us to a purpose and improve our performance
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Stories share and embed values
Finding Stories?
Asking the right questions, can help elicit stories:
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Tell me about a time in Yammer when . . .
Tell me about a moment in Yammer when . . .
What happened in Yammer?
Do you have an example?
Where does it happen?
Can you illustrate that for me with a specific instance?
When have you seen this occur in Yammer?
Capturing Qualitative Business Value
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So what techniques can you apply in your Yammer networks?
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It is easier to quantify business value when you have a clear vision for how Yammer is going
to directly support the organization’s mission, vision, values and strategy.
Consider defining how Yammer is going to support the success of the organization.
• Focus on the metrics that the business is already using to measure performance.
Consider using surveys, either before and after a Yammer network is launched.
• This can also be linked to annual employee engagement surveys, and may reveal
interesting insights into employee engagement.
Quantitative vs. Qualitative measures
• When describing Quantitative measures, you are focused on statistics obtained from the
Yammer analytics dashboard.
• Yammer recommends capturing Qualitative success stories at regular intervals. This is a
great way to celebrate the business value that your Yammer network has delivered.
• Yammer Administrators should work closely with Yammer Community Managers to
identify what measures are important and how often to capture them.
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Conclusion
Qualitative
Quick & easy to capture and good for showing
network health
More difficult to capture but better for
demonstrating business value
Measurement
approach
Quantitative
Qualitative
Measures
(Business Value)
Quantitative
Measures
(Network Health)
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Network
Maturity
So Now What?
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Examine your Analytics Dashboard
Plan a Data Export Schedule
Perform a Data Export
Create a Pivot Table using your data
Share what kind of report you’ve created and how in the
Yammer Analytics Group on the YCN
Questions?