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