CMSWatch points us to the KMWorld article "Time saved—a misleading justification for KM" Where Michael Koenig explains how you're barking up a wrong tree if you present advances in portal technologies in the Jakob Nielson ROI model of saving X person-hours: "the bottom line for KM is better decision making and higher productivity. Time saved is a misleading and unconvincing indicator, because you probably won't be able to demonstrate it." -- Koenig explains that the time saved through better portal design is likely to be diverted into deeper and better quality searches, and people will still end up spending 20-25% of their time looking for content. The difference is in the Decision Support Systems aspect as the improved portal will deliver better results. [Source: CMS Watch]