Charting Your KM Course - Assessing Readines for Knowledge Managment (Legal Tech, 2003)

7/30/2019 Charting Your KM Course - Assessing Readines for Knowledge Managment (Legal Tech, 2003)

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KM2 KnowledgeManagement:Chart a Course

for KM Success

Ron FriedmannPrism Legal [email protected] 703.527.2381

Kingsley Martin

Consulting Et. Al


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Agenda

Definition of knowledge management

Assessing readiness

KM strategic planning

KM tactical planning

Understanding the business, strategic, and tactical

planning requirements of KM will help law firms andKM professionals better assess the firms readinessto deploy and successfully maintain a knowledgesharing initiative.


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What is KM?

Knowledge management is the processthrough which organizations generatevalue from their intellectual and

knowledge-based assets. KM seeks to implement processes

designed to collect, exchange, and deliver

know-how to those who can profit fromsuch knowledge


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Your goals define KM

Too often KM is hailed as an organizational goal the nirvana of the learning organization. Tobe successful KM cannot be abstracted from itspurpose and goals.

The goals of KM are:

To improve profitability

To improve work practices

To improve lawyer lifestyle


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Assessing Your Firms Readiness

Factor

Readiness

HighLow

Culture

Technology & Infrastructure

Process

Business Strategy

Overall


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Indicators of Readiness

Champion Scope of authority Firm-wide position/respect

Attorneys

Attitude Proclivity to sharing

Administrative Support Financial support

Personnel resources Risk tolerance/Acceptance of failure

Fail fast One Strike Rule


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Principal Strategy Components

Strategic Plan

Leadership

Culture

(Process)

InformationTechnology

Personnel

BusinessGoals


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Key Planning Choices

Methodology: Will you proceed through overt

planning or covert action? Business Goals: what are your business goals?

Hard (financial) or soft (intangible) benefits?

Type: What type of knowledge will you capture? Scope: How narrowly or broadly will you deploy

your system in the short, medium, and long

term? Process: Will you rely on technology, people, or

both?


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What are your business goals?

Expertise locator

Capture / reuse documents Best practices system

Ensure that all client work is of

uniform quality

Quality control(reduce malpracticerisk)

Communities of practice Best practices

Expertise locator

Provide means for junior lawyersto learn substance and skills

Train junior lawyers

Interactive systems CRM

Content-based on interactive Webservices

Generate newrevenue sources

Capture/reuse documents Best practices Expert systems

Reduce write-offs stemming frominefficient work

Decrease write-offs

Capture/reuse documents

Best practices Expert systems

Enable junior lawyers to perform

more sophisticated work; reducetime spend on mechanical tasks

Increase billing rates

KM ApproachesHow KM SupportsGoal

Bottom-line : KM programs should be designed to increase profitability?


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What type of knowledge to capture?

Explicit Knowledge

Written work product

Documented best practices

Tacit KnowledgeKnowledge in peoples heads

Expertise location


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Knowledge Creation Matrix

Tacit TO

Tacit

Explicit

FROM

Explicit

Socialization

CombinationInternalization

Externalization

Nonaka, The Knowledge-Creating Company

connecting peoplewith people

Apprenticeship

connecting content with

contentWork ProductAggregation

connecting peoplewith content

Best Practices

connecting content

with peopleTraining


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What is your scope?

Individual

Practice group oradministrative department

Firm-wide Client

Legal services consumer(mass market)

InwardFacing

Outward

Facing

Increasingstandardization


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What process?

Manual

By fee-earners By staff (part time) By dedicated professionals (PSLs)

Automated Active Delivery Systems

Manual knowledge collection Automated knowledge delivery

Active Organizing Systems Automated knowledge collection Manual knowledge organization

Passive Delivery and Organizing Systems Automated knowledge collection

Automated knowledge organization Passive knowledge organization

Increasingcomplexity& value


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Case Studies: Tactical Implementation

1. Interview practice groups heads and interested attorneys Develop needs assessment Validation measures and metrics

2. Identify Pilot Group(s)

3. Identify users4. Identify Document Collection

5. Select the Collection Process6. Identify your approach7. Select an organizational theme

8. Determine your review process

9. Determine how the collection be maintained?

10. Determine how will you monitor the process?11. Determine the tools for access and retrieval?


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1. Identify Pilot Group(s)

Champion

Interested users

Comfortable with computers

High visibility group High priority client-base

High usage of other research tools

Able to evaluate the product and providefeedback


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2. Identify users

Lawyers/legal assistants

Secretaries

Administrative staff

Clients

Market for online legal services


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3. Identify Document Collection

For each practice area, describe in general terms the

type or nature of the documents that should be includedin the research archive. Letter Memorandum (memorandums of law, research

memorandum) Opinion Agreement Application or Form Brief Pleading Judgment or Order Other

Document Collection: = High Recall


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4. Select the Collection Process

Collection Methods:

Voluntary Submission Manual Collection by

content managers(PSLs) Automated Data Mining

DMS Tools (documentprofiles)

Full-text Searching(document types)

Usage Analysis Citation analysis Automated classification

CollectClassify

Vet

Usage

Maintain

DMSEMail

KMS


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5. Identify your approach

How would you measure the accuracy of your

identification method? What is the more onerous outcome for the firm:

Having too few documents in the collection, or

Having too many documents in the collection, potentially

including irrelevant documents? How will you address the questions?

By relying on filtering and collection processes performed by staff?

By relying on vetting processes performed by lawyers?

By relying on the search and retrieval tools to locatevaluable reusable material?


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6. Select an organizational theme(s)

How will you organizeyour knowledge?

author / practice area

client / industry

subject matter- taxonomy

case/transaction

chronology

task or workflowCollect Classify

Vet

Usage

Maintain

DMSEMail

KMS


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7. Determine your review process

Will material besubjected to a qualityreview? If so, what typeof review process?

Document quality status

(numeric/text) Comments (e.g. context

information) Name of reviewer

Review date Other

Collect Classify

Vet

Usage

Maintain

DMSEMail

KMS


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8. How the collection be maintained?

Collect Classify

Vet

Usage

Maintain

DMSEMail

KMS

How will the collectionmaintain currency?

Review/remove documentsafter a period of time

Review/remove documentsafter a period of inactivity

Who will perform thereview? Manual Automated


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9. How will you monitor the process?

Usage Monitoring canbe used to:

Validate ROI(demonstrate usage)

Manage the collection(focus on most useddocuments)

Augment searches

(sort search results bythe most useddocuments)

Collect Classify

Vet

Usage

Maintain

DMSEMail

KMS


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10. What tools will you provide foraccess & retrieval?

What is the

cost to do this

manually?

Lawyer:I want to find a Credit Agreement (taxonomy) and related

documents (relationships) executed in the State of California (profile)

that contains a revolving credit provision (full-text search), and draftedby the firms expert (usage)

Full-textSearch Engine

ClassificationTaxonomy

ProfilesDatabase Fields

Relationships

Citation, Ontology

Usage

Technologist:What tools and processes are needed to support thisobjective?

Documents

Charting Your KM Course - Assessing Readines for Knowledge Managment (Legal Tech, 2003)