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KM metrics

Metrics for knowledge management and content management
Quote: “Metrics are a concrete way of defining what a knowledge management or content management project will achieve, and whether it met those goals.
In an environment of tight budgets and high expectations, metrics are an appropriate next step for an industry that prides itself on delivering big benefits.
Defining metrics is not easy, however, and much study and further practical experience will be needed before implementing such measures becomes simple or commonplace.”
Comment: Discusses business, implementation, customer service, and cultural metrics.