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class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text">A New Metric to Help Us Measure Our Content Efficiency</span></h1> <div id="hubspot-author_data" class="hubspot-editable" data-hubspot-form-id="author_data" data-hubspot-name="Blog Author"> <p id="hubspot-topic_data"> <i class="fa fa-calendar" aria-hidden="true"></i> September 11, 2017   <i class="fa fa-user" aria-hidden="true"></i> Posted by: Jessica Milcetich </p> <span id="hs_cos_wrapper_blog_social_sharing" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_blog_social_sharing" style="" data-hs-cos-general-type="widget" data-hs-cos-type="blog_social_sharing"> <div class="hs-blog-social-share"> <ul class="hs-blog-social-share-list"> <li class="hs-blog-social-share-item hs-blog-social-share-item-twitter">  <a href="https://twitter.com/share" class="twitter-share-button" data-lang="en" data-url="https://blog.usa.gov/a-new-metric-to-help-us-measure-our-content-efficiency" data-size="medium" data-text="A New Metric to Help Us Measure Our Content Efficiency">Tweet</a> </li> <li class="hs-blog-social-share-item hs-blog-social-share-item-linkedin">  <script type="IN/Share" data-url="https://blog.usa.gov/a-new-metric-to-help-us-measure-our-content-efficiency" data-showzero="true" data-counter="right"></script> </li> </ul> </div> </span> </div> </div> <div class="section post-body"> <div> <a class="hs-featured-image image-link " href="https://cdn2.hubspot.net/hubfs/532040/USAGov%20Blog/Screen%20Shot%202017-09-11%20at%204.09.38%20PM.png" title="Screen Shot 2017-09-11 at 4.09.38 PM"><img src="https://blog.usa.gov/hubfs/USAGov%20Blog/Screen%20Shot%202017-09-11%20at%204.09.38%20PM.png" alt="Screen Shot 2017-09-11 at 4.09.38 PM"></a> </div> <span id="hs_cos_wrapper_post_body" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text"><p>After our content team moved to <a href="https://blog.usa.gov/becoming-an-agile-content-team">a more agile method of working</a>, we also started to look at the metrics we use to measure the success of our work. To help us with that, our analytics team developed a new metric we’re experimenting with called the content efficiency metric.</p> <p>This metric is a key performance indicator (KPI) that we’re hoping can help guide our content decisions. Content is our most “expensive” product to produce and maintain. It feeds our websites and our contact center’s knowledge base, and we want to make sure we’re being as efficient as possible in how we manage it.</p> <p>The metric takes into account the outcomes of our work in terms of (1) unique pageviews on USA.gov and GobiernoUSA.gov and (2) how many times a piece of content was used to help answer a contact center query.</p> <p>It also takes into account the amount of work done to get those outcomes by dividing the amount of use our content got by the amount of content we were maintaining at that time.  That’s why it’s called an “efficiency metric.”  It’s the ratio of the outcome of our work on our original content  versus the amount of work it took to make the content.</p> <p>The hope is that the KPI can guide work choices. In general:</p> <ul> <li>Keep the number of pieces of content that we manage down.</li> <li>Jettison low performing content.</li> <li>Update existing content to do better.</li> <li>Avoid adding too much content without deleting an equal number of low performers.</li> </ul> <p>Our goal is to maintain a knowledge base of content people really want to use and make sure they can find it. We’re hoping this metric will help us make sound decisions to get us there. We’re in the early stages of using it, and we’ll share updates as we go.  </p> <p><em>Jessica Milcetich is the Product Owner of USAGov/GSA.</em></p></span> </div> <div class="cs_blogAuthors"> <i class="fa fa-tags" aria-hidden="true"></i> <a class="topic-link" href="https://blog.usa.gov/topic/content">Content</a> </div> </main> <div class="cs_relatedContent"> <h3><i class="fa fa-tags" aria-hidden="true"></i> You might also like...</h3> <div class="related-post-item"> <div class="related-image"><a href="https://blog.usa.gov/enhancing-the-publics-experience-with-government-in-2024"><img src="https://blog.usa.gov/hubfs/Enhancing%20the%20publics%20experience%20with%20government%20in%202024%20DRAFT%201-13.png" alt="Enhancing the public’s experience with government in 2024"></a></div> <div class="related-title"><a href="https://blog.usa.gov/enhancing-the-publics-experience-with-government-in-2024">Enhancing the public’s experience with government in 2024</a></div> </div> <div class="related-post-item"> <div class="related-image"><a href="https://blog.usa.gov/five-quick-tips-for-sharing-information-during-an-emergency-2"><img src="https://blog.usa.gov/hubfs/During%20an%20emergency%20blog%20DRAFT%202%20of%202.png" alt="Five quick tips for sharing information during an emergency"></a></div> <div class="related-title"><a href="https://blog.usa.gov/five-quick-tips-for-sharing-information-during-an-emergency-2">Five quick tips for sharing information during an emergency</a></div> </div> <div class="related-post-item"> <div class="related-image"><a href="https://blog.usa.gov/building-a-tool-to-make-mail-in-voter-registration-more-accessible"><img src="https://blog.usa.gov/hubfs/FY%2025Blog_WelcomeNewVote_DRAFTS%2810.21.24%29_v003.png" alt="Building a tool to make mail-in voter registration more accessible"></a></div> <div class="related-title"><a href="https://blog.usa.gov/building-a-tool-to-make-mail-in-voter-registration-more-accessible">Building a tool to make mail-in voter registration more accessible</a></div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="span4 widget-span widget-type-cell " style="" data-widget-type="cell" data-x="8" data-w="4"> <div class="row-fluid-wrapper row-depth-1 row-number-8 "> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget cs_searchBox" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_module_153789937811563" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><div class="hs-search-field"> <div class="hs-search-field__bar"> <form id="form1" action="https://search.usa.gov/search" accept-charset="UTF-8" method="get"><input name="utf8" type="hidden" value="✓"> <input type="hidden" name="affiliate" id="affiliate" value="usagov-blog"> <label for="query">Enter Search Term(s):</label> <input type="text" class="hs-search-field__input usagov-search-autocomplete" name="query" id="query" autocomplete="off" placeholder="Search this blog..."> <button type="submit" title="search" form="form1" value="Submit" class="hs-button primary"><i class="fa fa-search"></i></button> </form> </div> </div></div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-9 "> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget cs_sidebarWidget" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_module_1536765607242112" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rich_text widget-type-rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><span id="hs_cos_wrapper_module_1536765607242112_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><h3>About the USAGov Blog</h3> <p>USAGov is working to create the digital front door for the United States government. 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