Turning KM Data Into Insights at Mercer

Knowledge management (KM) programs produce a vast amount of data. The ability to monitor and track users at every turn has encouraged KM teams to set up robust, sometimes complex, dashboards with dozens of metrics. Unfortunately, these dashboards often confuse people in the business. The sheer amount of data, and the lack of context around it, makes it harder than it should be for leaders and end users to understand what’s happening in KM.

To produce actionable insights for stakeholders, KM teams need a well-considered approach to collect and communicate data. In this article, you will learn how global professional services firm Mercer, an organization recognized by APQC’s 2021 Excellence in KM program, combines quantitative and qualitative data to guide continuous improvement of the KM approach and deliver useful insights to leaders, content creators, and end users.