Type of work: Registered intellectual work.
The idea
Volume alone does not explain impact. Thousands of messages may indicate high activity, but they do not tell us whether the experience became better. This work therefore proposes looking at a connected set of qualitative and quantitative dimensions.
Proposed measurement dimensions
- Speed of initial response.
- Clarity of the path.
- Completion of the loop.
- The sender’s satisfaction with the clarity of communication.
- The number of recurring problems from which something was learned.
- Quality of cooperation among the parties.
- The ability to document and improve the knowledge created.
Use
This index is a conceptual framework, not a published result or a set of operational data. This page presents no number or performance result for any entity.
Knowledge value
What we measure shapes what we pay attention to. If we measure only the number of interactions, we may chase quantity. When we add closure quality, clarity and learning, the picture becomes closer to the person’s actual experience.
A core principle
Impact is not measured only by the volume of the voice, but by what changed after we listened.