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How do you measure the effectiveness of your KM projects as a lawyer or PSL? Some ideas and two case studies from the Ark PSL conference November 2013.
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Measurement Theory and Practice
Hélène RussellEmma Dufty
©TheKnowledgeBusiness
Greenwoods Solicitors is a trading name of Parabis Law LLP
Who am I?
Intro Theory Case study 1 Case study 2
Hélène Russell
The Knowledge
Business
Author
Knowledge Network
WestExec-MBA
Solicitor non-
practising
Who am I?
Intro Theory Case study 1 Case study 2
Emma Dufty
Head of Knowledge
MarketingIntranet/extranet
Chartered Information Professional
Greenwoods Solicitors is a trading name of Parabis Law LLP
What will we cover?
Intro Theory Case study 1 Case study 2
Measurement theory & lessons
learned
Case studyFirm-wide project
Case study Small-scale PSL
project
What have I learned?
Intro Theory Case study 1 Case study 2
• It isn’t straightforward, but it is worthwhile.• Focus on the business benefit of measuring.• Multi-faceted approach and avoiding gaming.
Gaming
People are almost always more intelligent
than systems
What gets measured, gets done
Intro Theory Case study 1 Case study 2
Measurement ideas (1)• Know your purpose• Know your audience• Existing measurements• Budget
• Quantitative & qualitative• Leading & lagging• Balanced scorecard
Intro Theory Case study 1 Case study 2
Measurement ideas (2)Why?• Make me look good• Keep me informed• Show me results• Gain my trust
• Under-promise, over-achieve• Key achievements within 3/6 months
Intro Theory Case study 1 Case study 2
Case study 1: current awareness blog
• Measuring effectiveness (cost neutral) • Stats - readership• Feedback from LIS• User-survey
60% readership response90% read it most or all of the timeNo one wanted to revert to status quo
Intro Theory Case study 1 Case study 2
Case study 1: CA blog
• Storytelling• Informative yet not too serious• Refreshing in a mundane world• I tell my mates at other firms about our
excellent blog• It makes me read stuff I wouldn’t otherwise
Intro Theory Case study 1 Case study 2
Case study 2: Learning systems
Deloitte review of training costs
Drivers – compliance, cost, mergersMeasures – primarily financial
Intro Theory Case study 1 Case study 2
Greenwoods Solicitors is a trading name of Parabis Law LLP
Case study 2: Learning systems
• But there are other considerations• networking• sharing tacit knowledge• marketing• unanticipated costs
• More complex to measure• New plans...
Intro Theory Case study 1 Case study 2
Greenwoods Solicitors is a trading name of Parabis Law LLP
Further Resources
Intro Theory Case study 1 Case study 2
Contact [email protected]
Chapter 9, Knowledge Management Handbook, The Law Society
Stay in touch
Hélène RussellTel: 07548 912 779
E: [email protected]: @heleneadby
Blog: knowledge4lawyers.wordpress.comFB: The Knowledge Business
L-In: uk.linkedin.com/in/helenerussellW: www.theknowledgebusiness.co.uk
News: www.tinyurl.com/tkbnews
Emma DuftyTel: 01908 298 241