1. Then, Now and What’s Next
WEBINAR
KM Toolkit -
Then, Now and What’s Next
July 28, 2017

2. How do you start a KM function?
SWOT Analysis
Business Case
Leadership
A careful understanding of what it is we are trying to solve in an organization. Voice of the customer. Knowledge sharing for efficiency. Knowledge retention, cross selling, succession planning.
A justification on why we need to invest in a KM program. What do we have that can be re-used. What needs to be built or purchased. What is the commercial outcome.
A firm commitment from leadership as champions of KM and the foundation behind the initiative and its resulting tools.

3. Our story
As a global firm with different KM tools for different needs, we decided to consolidate where possible
Over 4000 lawyers
Over 50 offices worldwide
Definition of knowledge

4. How do we define Knowledge?
Narrow definition: Best practice legal matter content to re-use for efficiency purposes
The active management and reuse
of the firm’s intellectual assets,
to drive sales success and deliver efficiency.

5. What we had in our KM toolkit
Classics: Libraries of content, Document Management and SharePoint
- Public or private folder structure with content (G Drive)
- KM Library within our document management system (Open Text DM 5)
- KM Library within iManage Worksite
- West KM in the US
- Use of SharePoint 2013 as a community of practice

6. Where our KM toolkit is headed
New: SharePoint as a document library & Recommind Decisiv as the locator of knowledge
- Use of SharePoint 2013 as a library to store content
- Take advantage of SharePoint functionality as a knowledge sharing venue
- Layer on Recommind Decisiv Search for expertise location & matter information
- Next phase is to add a tab for sharing our best legal content
- Business challenges: governance & matter document security
- Cultural shift from using DM to SharePoint

7. Things I haven’t touched on…
Every organization has a different umbrella of what falls under KM
- eDiscovery (Axcelerate)
- Data analysis (High Q iSheets with plug-ins)
- Records management (iManage Govern)
- Matter management (SAP with Fulcrum solution)
- Intranet content (SharePoint 2016 Hybrid)

8. Client-facing KM
Our KM strategy includes the needs of our key clients, which impacts the KM toolkit
- Seeing a shift in the KM function
- Strategically, much more aligned with the commercial goals of the business
- Member of the Client Service Delivery team
- Valuable distinguisher during RFP responses
- Innovation, Partnership, Revenue Generator

9. Client-facing KM toolkit
2 pillars of collaboration: strategic partnership & operational effectiveness
Strategic Partnership
- Alliance to help grow the business
- Efficiency through consolidation
Operational effectiveness
- Automation
- Data analytics

10. Client-facing KM Strategic partnership
- Alliance to help grow the business (understand our business & model)
- Address risk through various avenues, including technology
* eTraining Programs using an interactive webinar-based flip-book solution (ON24)
Efficiency through collaboration
- Trusted advisor
* Client Innovation Portals (CIPs) for fast, easy access to valuable content (High Q)

11. Client-facing KM Operational effectiveness - Automation
- Business process automation using decision trees (Neota Logic) Examples include:
- understanding a piece of legislation - creating a wizard which spits out an answer to a legal question
- Document automation to create first drafts (Thomson Reuters Contract Express, Inprotech)
- Data analytics
- Clients must understand their own data to identify & address pain points (High Q iSheets & Sapling Data)

12. KM Toolkit Demo - CIPs

13. CIPs

14. CIPs

15. CIPs

16. eTraining Program

17. Flipbook

18. Test

19. Certificate

20. Reporting

21. Neota Logic Apps

25. What does the future KM toolkit look like?
KM has evolved. The result is that KM toolkits have come a long way.
Past KM as an internal department deploying tools for efficiency which indirectly impact the client The knowledge manager
Present KM as a client-facing revenue-generator, at the table to resolve risk issues with the client as a partner Member of the client service delivery team
Future KM to spearhead the true AI revolution; KM as the data visualization scientist; KM as the practice economist? The ‘more questions than answers’ cross-roads…

26. Have questions? ) V Sukesh.kamra@nortonrosefulbright.com