ECM G MCM: Putting Great KM Ideas into Practiceilta.personifycloud.com/webfiles/productfiles/698494/... · 2011-09-22 · ECM G MCM: Putting Great KM Ideas into Practice (#INFO15)

CM G MECM: Putting Great KM Ideas into Practice (#INFO15)

Karen Stein

into Practice (#INFO15)

Mark Salamon

Senior Manager, Custom SolutionsRopes & Gray LLP

Senior Knowledge AnalystOrrick, Herrington & Sutcliffe LLP

Kate SimpsonKate Simpson

Information & Knowledge ArchitectTangledom, Inc

Kate SimpsonKate Simpson

www.tangledom.com

kate@tangledom [email protected]

@k8simpson

#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson

Image: Tangledom’s “Jenkin”

“Every block of stone has a d d h kstatue inside it and it is the task

of the sculptor to discover it”- Michelangelo


Image: Michelangelo, Captive, Tomb of Julius II, 1519-36

How can you take your raw data How can you take your raw data, which may be as impenetrable as a block of marble, or as scary as a blank canvas…


… and turn it into something f l f l b f l duseful; if not also beautiful and

timeless?


Image: Frédéric Bartholdi, The Statue of Liberty, Liberty Island in New York Harbor, 1886

The Power (or Grace) of hThrees


Image: Antonio Canova, The Three Graces, V&A, 1814-1817

Thalia (youth and beauty) is accompanied by Euphrosyne (mirth), and Aglaia (elegance).

Our ECM/KM Triangle:

data

toolsvision


Whilst acknowledging that some of our IT project triangles tend of our IT project triangles tend to include compromises…


… that does not make them impossible impossible


Image: The mathematician Roger Penrose devised and popularized it in the 1950s, describing it as "impossibility in its purest form".

DATAUnderstanding What You Have

DATA


DATADATA


Image: Scott Adams, Dilbert, September 10, 2001

1 R f ti l I t it 1. Referential Integrity: Joining data on a unique ID/key


Leonardo da Vinci, Vitruvian Man, 1487

2 D t Q lit 2. Data Quality: Rubbish In. Rubbish Out.


Oscar the Grouch, Old Street, London

3 D t S it & P i 3. Data Security & Privacy: Knowing what can and should be shared with others


Leonardo da Vinci, c. 1503–1519 Musée du Louvre, Paris

TOOLSUnderstanding How You’ll Get What You Want

TOOLS


U d t di t h i l t k Understanding your technical stack & capabilities


My Cat, London, 2009

1 P h1. PowerhousesDeciding between OOTB and Configuration


Mark Heath, CartoonStock.com, 2011

2 ECM Pl tf2. ECM Platforms= Mashups & Integration


Kim Piotrowski, http://kipiboo.blogspot.com, August 2010

3 UX3. UXWe need good UI design


Steve Jobs, Apple iPad Keynote, January 2010

“Technology provides no benefits of its own; it is the application of technology to business

opportunities that produces ROI”- Robert McDowell: In Search of Business Value


VISIONUnderstanding What You Want

VISION


Design matters Design matters. Design is your vision.


Apple iPhone

1 D i Skill1. Design SkillsAppreciate and leverage design skills


Steve Krug: “Don’t Make Me Think!”

2. Architectural & Design HeuristicsAligning design principles with business Aligning design principles with business needs


The Louvre, Paris

3. Communicating Great IdeasDesigning a shared vision


Model of St. Paul’s Cathedral, London

Pondering Life’s Imponderables


Auguste Rodin, The Thinker, 1902, Musée Rodin, Paris

Our ECM/KM Triangle:

data

toolsvision


ECM: Putting Great KM Ideas into Practice

Karen SteinSenior Manager, Custom SolutionsRopes & Gray LLP (guilty of all slide deck issues)

Actually, Super Sub Suzanne Willette – WoolfActually, Super Sub Suzanne Willette Woolf

Senior Business Analyst

Case Study: Client PortalCase Study: Client Portal

• Business Need: Easier access to content and Business Need: Easier access to content and data

• Current state: Multiple systems, siloed, of course

• Goal: Aggregate the content and data in one web view for client and matter teams

We’re going to create a work of art!

DATAUnderstanding What You Have

DATA


ScopeScope

• Which data and content are most important?Which data and content are most important?• Investigate the owners of this data/content• Evaluate its condition

• Prioritize a multi-phased project

Leverage Source SystemsLeverage Source Systems

• EliteElite• InterAction

M• iManage• SharePoint sites• Lexis Publisher

Pulling data and content from source systems

Darn DataDarn Data

• Many unpleasant surprisesMany unpleasant surprises• We have trouble standardizing on terms.

I i Cli S b l Cli ID Fil S b l?– Is it a Client Symbol, Client ID, File Symbol?

• How do we “represent” a client if we have multiple Client IDs for one actual entity?

Many Client IDs for one client(Th h 85!)(This one has 85!)

Double Darn DataDouble Darn Data

• The data warehouse and the common data The data warehouse and the common data repository are great in theory; in practice…not so muchso much.

• What is the “official” address of the client?

I am so tired of data…I am so tired of data…

• Lots of angst around financial dataLots of angst around financial data– “You can’t possibly show everyone that!”

• Ethi l W ll id ti• Ethical Walls considerations

Not so sure we can create a masterpiece(Perhaps I’ll set my expectations a bit lower.)

TOOLSUnderstanding How You’ll Get What You Want

TOOLS


Technology ConsiderationsTechnology Considerations

• SharePoint solutionSharePoint solution• Telerik controls

A f• SOA for extensibility• Assess in house talent versus outside sources• Security considerations

Functionality ChoicesFunctionality Choices• Billing and Invoices• Business Development• Client and Matter Workspaces in DMSClient and Matter Workspaces in DMS• Closing Binders• Contacts• Events and Reminders• News• TimekeepersTimekeepers

Client Workspaces

News

Timekeepers

We’re going to build something cool, new and wonderful…or go mad trying!

VISIONUnderstanding What You Want

VISION


Objectives and PrioritiesObjectives and Priorities

• So many ideas Which are key? Which map So many ideas. Which are key? Which map to overall roadmap?

• What data is read for primetime?• What data is ready for primetime?• Build something new and different…but it can’t

ffbe too new and different…• Will the system of record be changing soon?

Expanding Our Idea of TeamExpanding Our Idea of Team

• Librarians key to building news searchesLibrarians key to building news searches• Business development looking for a technology

sol tionsolution• Practice Development wants a “practice view”• Litigators vs Corporate lawyers• Listen to people across the firmp p

Communicating VisionCommunicating Vision

• If you build it will they come?If you build it, will they come?• Are lawyers ready to work in a new way?

W• What is the best way to deploy?• What kind of training is necessary?• Early adopters want more, more, more.

Evolution Evolution

• Phased approach First step on a long road Phased approach. First step on a long road. • More integration needed and wanted.

f• Stirred up demand for a true data governance effort.

Client Portal Screen Shot

Results So FarResults So Far

• Delivered planned functionality butDelivered planned functionality, but…– Ethical Walls solution still not fully in place

Still rolling out more slowly than we’d like– Still rolling out more slowly than we d like– Many applications still not included

C ti d d f k t t d th – Competing demand for key resources to extend the functionality

Final ThoughtsFinal Thoughts

• A good first stepA good first step• Re-focus on what we want to get out of our

man s stemsmany systems• Leveraging tools, technologies and skills that

f CM & Mwill allow for continued ECM & KM development

Thank you very much, Nashville!

ECM: Putting Great KM Ideas into Practice

(Plus a Free Lesson in Art History)

Case Study: Who Knows Whom(aka WKW)

• Driver/Business Need Obtain useful Driver/Business Need. Obtain useful information about a third party from a trusted resource: the people at your firm resource: the people at your firm.

• Current Solution. “Does anybody know…” mass emails which wastes time and often does mass emails, which wastes time and often does not lead to any results.Al S f f Sh d• Alternative Source of Information. Shared contact information stored in InterAction.

WKW: InterAction HurdlesWKW: InterAction Hurdles

• How to leverage this dataHow to leverage this data.• InterAction has an overwhelming and confusing

interfaceinterface• Too much information and too many options are

provided• Unfamiliar interface (another interface)• So we started with…

Where’s Data?(I can promise you, this is no day at the beach!)

WKW: Understanding the DataWKW: Understanding the Data

• What data do we haveWhat data do we have• CRM team could only provide so much

g idance beca se the data the see is guidance, because the data they see is abstracted from the raw data

A• The InterAction database is very complicated…

Overwhelmed by ComplexityOverwhelmed by Complexity

• The InterAction The InterAction database schema (5.5’ high x 5’ wide!)

• But, this is the raw materials from which to (hopefully) create a masterpiece

You Need To Dive inand Expose Yourself to the Data


• Like InterAction most data is stored in a Like InterAction, most data is stored in a relational database

• The onl wa to nderstand it is to learn SQL• The only way to understand it is to learn SQL• Tempting to rely on IT and/or Reports to give

fyou a proxy version of this data• You need to examine the raw data yourself to

really understand what is there and its warts/shortcomings…


• Several weeks later we learned:Several weeks later, we learned:• The data can only be cleaned by the CRM

team We co ldn’t tackle that end (O er team. We couldn’t tackle that end. (Over 250,000 individuals.) But it was good enough to work withto work with.

• Personal information was being shared (hair l d d b ) h d f lstylist, credit card numbers), so we had to filter

those out as much as possible.


• People may not have realized that they were People may not have realized that they were sharing this information (security by obscurity), we didn’t want to scare these people away we didn t want to scare these people away from continuing to share

• Other information is strictly private exclude • Other information is strictly private; exclude that entirely.O l f h d h ld b• Only focus on the data that would be meaningful

WKW: Building the SolutionWKW: Building the Solution

• Using a search interface that users were Using a search interface that users were already familiar with: Enterprise Search/RecommindSearch/Recommind

Our MasterpieceOur Masterpiece

WKW: Search Results (Query)WKW: Search Results (Query)

WKW: Search Results (Filters)WKW: Search Results (Filters)

WKW: Displaying the Native UIWKW: Displaying the Native UI

[WKW: Advanced Search][WKW: Advanced Search]

WKW: Extra FeaturesWKW: Extra Features

Accessing External Data Power Feature: Export ResultsAccessing External Data Power Feature: Export Results

Look, But Don’t TouchLook, But Don t Touch

Venus de MiloVenus de Milo

“Often discussed, much admired, seldom embraced”

Questions? Questions?

• Kate Simpson TangledomKate Simpson, Tangledom– [email protected]

• Karen Stein, Ropes & Gray– [email protected]

• Mark Salamon, Orrick– msalamon@orrick [email protected]

Documents

ECM G MCM: Putting Great KM Ideas into Practiceilta.personifycloud.com/webfiles/productfiles/698494/... · 2011-09-22 · ECM G MCM: Putting Great KM Ideas into Practice (#INFO15)