How do you know your team is being successful? Corporate alignment is the first key to any content team. If the higher-ups want to move in one direction, the different departments should align with those wants and needs. Most managers or executives want to see KPIs (Key Performance Indicators) to show that content teams are contributing to overall business goals. Here are a few metrics you should be tracking to show your value and that your work is moving the needle.
In this article, I will focus on content teams that create customer-facing content. These could be technical writers, documentation teams, video teams, instruction designers, or even trainers. Imagine putting this in a monthly report.
Quantitative
Number of views
Number of new assets created
Number of new assets edited, revised, deleted
Compare views of docs, videos, and courses to the number of Support Tickets
Courses completed, quizzes taken, learning activities completed
Release notes submitted on time
Qualitative
Feedback from your surveys, feedback forms, etc. This could be a CSAT, NPS, or just comments at the bottom of your hosting site.
Segmentation of these metrics by customer maturity
Content currency. This is a new metric that tracks all of your content measured against an audit schedule.
What are some metrics that you track for your teams?
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