ÄûÃʵ¼º½

With Askem, editors receive actionable feedback on the quality and findability of their content. All aalto.fi users can rate the pages they visit based on how well they could find the information they were looking for (options ‘Yes’, ‘Partially’ and ‘No’). If the user thinks that the findability of information could be improved (options ‘Partially’ and ‘No’), they are asked to provide concrete written feedback. 

Getting started with Askem 

All aalto.fi editors can log into Askem with their Aalto credentials, using single sign-on. Log in to Askem at . 

There are two ways to follow the Askem feedback data:  

1. askem.aalto.fi: On , view the overview of data on the Overview tab and page-specific data on the Insights tab.
2. Automatic email reports: Follow the weekly and monthly Askem reports automatically sent to your email. Askem reports contain the data of the pages you are the Content owner of. One Askem report will contain data for your pages in one language. This means that you can get three separate reports for each language, one for feedback on pages in English, one for pages in Swedish and one for pages in Finnish. 

Askem Overview tab 

The Overview tab contains the key numbers of the content you are interested in. The view can be filtered by timeframe, category and language version.  

The Overview tab contains the following key numbers: 

• Satisfaction score: Satisfaction is calculated based on how many users have not sent negative feedback (reactions ‘Partially’ and ‘No’).

• Views: Number of views.

• Reactions: Number of reactions ('Yes', 'Partially' or 'No').

• Feedback: Number of written feedback.

• Articles with lowest satisfaction and highest traffic: A highlight of pages that have a low satisfaction score and high traffic. 

• Key number comparison: A comparison of the key numbers between the selected timeframe and a previous timeframe, e.g., last month and the month before it.

Askem Insights tab 

The Insights tab contains the feedback data for individual pages. The dashboard can be filtered by timeframe, language version, categories and number of feedback. It is also possible to filter feedback based on the status of the feedback or who the feedback is assigned to. 

The Insights tab contains the following data for individual pages: 

• Key numbers: Satisfaction score, views, reactions and number of feedback.  

• Feedback list: A list of all the feedback submitted for the selected page. Individual feedback can be assigned to another editor, anonymised or deleted in the case of spam. To help with handling the incoming feedback, the status of individual feedback can be marked as ‘read’, ‘unread’, ‘working on’, ‘done’ or ‘not relevant’. 

Filtering Askem data

On the Overview and Insights tabs, you can filter the data by language version, timeframe and category. Instructions for filtering:

• Language version: Select the language version for which you want to view data. The default option 'Aalto Intranet - EN' only shows data for English pages.
• Time frame: Select your preferred time frame, for example 'All time' or 'This month'.
• Categories: Select a category to view the data for all pages that belong to a specific hub.

Askem reports 

All aalto.fi editors who are marked as the Content owner of at least one page will automatically receive weekly and monthly reports for the pages that they are the Content owner of. One report contains the data for pages in one language, which means that you will receive one report for feedback on pages in English, one for pages in Swedish and one for pages in Finnish. 

Weekly reports 

The following reports are sent to all Content owners once a week: 

• Feedback digest: Collects together all open feedback received during the past week.
• Significant changes: Notifies about any significant changes, such as a large increase in user satisfaction or the amount of feedback received. 

Monthly reports 

The following reports are sent to all Content owners once a month: 

• Key numbers: Key numbers about your pages from the past month and the previous month. Key numbers include numbers such as views, reactions and the number of feedback received.
• Best and worst performing articles: Three best and worst performing pages during the past month (measured by views, reactions and user satisfaction).
• Articles with most views: A compilation of the pages with the most views during the past month.   

Tips for handling user feedback 

The Askem feedback form asks users to provide detailed feedback that will help the Content owner to improve the page content. When handling user feedback, it is good to consider the following best practices: 

1. Following the feedback actively: It is good practice to go over the received feedback weekly, or at least monthly. 

2. Updating the status of each feedback: To help keep track, update the status of a feedback at least when you start working on it (status: 'working on') and when the feedback has been handled (status: 'done'). 

3. Considering the context of the feedback: Before making changes based on one feedback, it is good to check if similar issues have been raised by other users. This helps with prioritising changes that will be helpful for many users.  

4. Spam feedback and negative feedback: Users are encouraged to send constructive feedback, but sometimes the received feedback can be spam or negatively phrased. Spam feedback can be ignored. When handling negative feedback, aim to not take it word-by-word or personally, but try to see through the user's frustration and find the concrete suggestions that can help you improve your content. It is also good to note that we are often more likely to give negative feedback when something is not working than positive feedback when we are satisfied.

For more instructions on how to use Askem, see the (in English).   

Need help with Askem? 

If you have any questions about Askem or need support, please contact the Brand and Digital Experience team at communications@aalto.fi.