The Central Office of Information has issued guidance on web metrics and costs although I’m not aware of comparative or equivalent ones for other channels, although there is the Contact Centre guidance, but nothing relating to comparative channels and channel migration.
One of these days…
However, a student at dear old Harvard has some propositionsfor us on the Complexity and Social Network blog there.
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customer satisfaction, e-government, engagement, Metrics | Tagged: Central Office of Information, COI, Complexity and Social Network blog, costs, guidance, Harvard | 
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Posted by greatemancipator
The blogger is Mick Phythian, a Research Associate at De Montfort University in Leicester, U.K. and former ICT Manager at Ryedale District Council in North Yorkshire, England. He was also a founder member of the Local CIO Council and regional Chair of Socitm.
Any opinions expressed on this weblog are purely those of the author.
He is not the Great Emancipator! The Great Emancipator was President Abraham Lincoln. The blog is so-called because some people perceive e-government, transformational government or, heaven forbid, government to be the emancipator of us all...
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The Great E-mancipator 