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Transcript of Outsourcing: Outrage or Opportunity? Presentation by Jean O'Grady and Ron Friedmann at Ark Library...
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8/22/2019 Outsourcing: Outrage or Opportunity? Presentation by Jean O'Grady and Ron Friedmann at Ark Library Conf Feb 2011
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Best Practices & Management Strategies for Law
Firm Library & Information Service Centers
INTRODUCTION
Thursday, February 24, 2011 New York, NY
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Demographics
Number of Attendees
Law Firms: 45 Providers: 24
Law Firms AttendingAlston & Bird
Baker & Hostetler
Bingham McCutchen
Borden Ladner Gervais
Cahill Gordon & Reindel
Cassels Brock & Blackwell
Connolly Bove Lodge & Hutz
Cravath Swaine & Moore
Debevoise & Plimpton
Dechert
DLA Piper
Finnegan Henderson
Fish & Richardson P.C
Fox Rothschild
Fraser Milner Casgrain
Harris Beach PLLC
Howrey
Ice Miller
King & Spalding
Kramer Levin Naftalis & Frankel
Manatt Phelps & Phillips
Maples and Calder
McKenna Long & Aldridge
Nossaman
Pitblado
Schulte Roth & Zabel
Schwegman Lundberg
Stikeman Elliott
Sutherland, Asbill & Brennan
Vorys, Sater, Seymour and Pease
WilmerHale
Winston & Strawn
Skadden Arps
Weil Gotshal
Paul Weiss
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Best Practices & Management Strategies for Law
Firm Library & Information Service Centers
Outsourcing: Outrage or OpportunityJean OGrady, DLA PiperRon Friedmann, Integreon
Thursday, February 24, 2011 New York, NY
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Preface
Good to great companies focus on
what to do
They also put equal focus on what not
to do and what to stop doing
Jim Collins Good to Great
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Whats Outsourced Now
&
&
&
Banks
Law Firms
&
&
(
)
/
&
&
&
IT
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Practical Considerations
Outsourcing is not all or none
Master service agreement
Metrics
Service Level Agreement (SLA). IT example: Average speed to answer
Wait time in queue
Total call abandoned
Average talk time
Insurance and risk management
Protecting client confidences
Average handling time
First call resolution
Resolution time
Customer satisfaction reviews
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Framing the Question
What kind of support do lawyers need?
Which library functions are core?
Place versus service
How should firms provide lawyer support? In-house v. outsourced (owned v. 3rd party)
Centralized v. de-centralized
Onsite v. offsite
Take the managing partner or COO view
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Varieties of Outsourcing
Centralization or insourcing
Vendor sourcing
Targeted outsourcing
Complete outsourcing
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Whats Centralized Now?
Should firms centralize library
resources?
Can we justify a library in each office
What is the theory of centralized v. de-centralized operation?
Pro central: better economics and
management Con central: potentially lower service level
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Vendor Sourcing
Shift inefficiences back to the publishers that
generate them Demand billing and publication practices that
reduce internal workload
Digital billing/spreadsheets Precoded invoices
Charge publishers for the cost of inefficiences
No one should be loose-leaf filing in the 21st
Century! Where are the legal e-books!
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Survey Whats Core?
0 5 10 15 20 25 30
Shelving books
Loose-leaf filing
Bill coding and processing
Library system (ILS) maintenance
Cataloging resources
Serials check-in/routingManaging serials subscriptions and
Document retrieval
Inter-library loan
Management of technical services
Cite checkingAcquisition of resources
Legal Research - fact checking
Business and other research - fact
Docket monitoring
Contract/licensing negotiation
Custom news monitoring/alertsLegal Research - complex projects
Business and other research -
Research training for lawyers
Management of research services
Core
Non-core
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References Vendor Sourcing: thinking the unthinkable as an alternative to outsourcing
(Jean OGrady,, Dewey B Strategic Blog, Feb 16 2011.
A Better Strategy for Law Firm Librarians (Above and Beyond KM, 26 Jan2011) Testing Your Law Library Strategy (Geek Law Blog, 25 Jan 2011) Future-Proofing the Library (SLA blog, Steven Bell, 24 Jan 2011) Law Firm Librarians Defend Operating Costs (ABA Journal, Patrick Lamb, 18
Jan 2011)
LPO Predictions for 2011 (Fronterion, Dec 2010) Law library outsourcing (Library Technician Dialog, Karen Sawatzky, 9 Dec
2010) Librarians and "Business Values (Geek Law Blog, 19 Nov 2010 Does It Pay to Hire a Law Firm Librarian? (ABA Journal, Patrick Lamb, 17
Nov 2010) Outsourcing Legal Information (Slaw.ca, Karen Sawatzky, 24 Aug 2010) Law Libraries Transformed (Eleanor Windsor and Ron Friedmann,
LLRX.com, 4 July 2010)