Proving the value of information services using metrics

Abstract

Describes a methodology for revealing the productivity benefits provided by corporate information services in financial terms. Emphasizes the importance of measuring usage, and explains how a personal Relational Database Management System, such as Microsoft Access, can help to achieve this. Demonstrates how usage measurement can be applied to enquiry services, end-user access to commercial online information services, and current awareness services. Stresses the importance of convincing budget holders of the value of information services in terms of time saved. Explains that time tariffs need to be assigned to each service being measured, and shows the flexibility of a database system in providing hard data as a result of this exercise. Finally shows how time saved needs to be translated into cost saving. Also explains how data collected for use, cost and value reports can additionally be used to provide individual usage feedback, to assess the value of mature information services, to inform team leaders of their team members' information use, and to spot anomalies in usage.