Building a productive documentation culture requires more than just warm, fuzzy vibes. It also requires cold, hard numbers. While everyone on your team may be aware that IT Glue can improve efficiency, at least in theory, to get continued buy-in from your staff and management you need to show that documentation has a positive impact on your business.
Start measuring key documentation metrics, such as documents created and documents viewed, and then assess their impact on KPIs like service desk efficiency. This way, you can draw correlations between the two data sets and measure the impact documentation has on your business performance.
Now let’s delve a little deeper.
Key Documentation Metrics and How to Track Them
First off, you need to understand the metrics that need to be tracked. These are pretty straightforward: Documents Created, Documents Updated, Documents Viewed and Documents Deleted. These four metrics combined should give you an overall picture of your organization’s documentation maturity and provide insights into how your team uses these documents.