How to Increase the

Use of KM Tools

Thursday, August 26, 2010

2:00 p.m.

#ILTA10

#KM

@jkhogan - Kathleen

@lastrst - Steven

@tmlittle - Tanisha

@lawyerkm - Patrick

Speakers

• Kathleen Hogan, Practice Support Lawyer,

Cassels Brock & Blackwell LLP

• Steven Lastres, Director of Library and

Knowledge Management, Debevoise & Plimpton

LLP

• Tanisha Little, Senior Manager Knowledge

Management, Morrison & Foerster

• Patrick DiDomenico, CKO, Gibbons P.C.

(Moderator)

Agenda

• Firms & KM Tools

• Communication

• Training

• Branding & Marketing

• Measuring & Feedback

• Do This Now

• Q&A

Our Firms and KM Tools

Cassels Brock & Blackwell LLP

• Single-office, full-service firm – 200+

lawyers

• 5-year strategic plan focuses on

professional capacity and efficiency

• KM v. PS; closely linked to PD and IT

PS Tools at Cassels Brock

Now:

• IUS search engine

(Vivisimo) for DMS

• Interwoven DMS –

WorkSite

• Drafting Style Guide

Soon:

• IUS upgrade (IDOL

engine)

• Interwoven upgrade

to FileSite 8.5 with

EMM

Imagination.

Innovation.

Expertise.

Commitment.

This is MoFo.

Morrison & Foerster is an international firm with over 1,000 lawyers across

16 offices in the U.S., Europe, and Asia.

KM Tools at MoFo

Now:

• AnswerBase

• Plumtree Portal

• SharePoint 2007 for

collaboration spaces

Soon:

• SharePoint 2010

Debevoise & Plimpton LLP

750 Lawyers

• 8 Offices: 2 in the U.S. and 6 International

• Integrated KM and Library Staff

• 6 KM Administrative Staff (includes IS, JD,

and MLS)

• 3 KM Counsel (2 U.S, 1 UK

• 2 PSLs (London office)

KM Tools at Debevoise

Now:

• Plumtree Portal -37

virtual practice

communities

• InterAction

• Traction blog/wiki

platform

• PC DOCs

• Ozmosys RSS feeds

Soon:

• SharePoint

• WestKM / Practice

Technologies

• iManage DMS

• Interwoven Universal

Search (IUS)

Communication

Communication

• Monthly / quarterly email to users

• Short & sweet tips

• Tip cards

• Archive on intranet

• KM staff hotline

• Email signature blocks

• Attend practice group meetings

Monthly newsletter

features training tips, new

content available on the

Portal and other useful

information

Drafting Tips

Hotline

Email

Signature

Blocks

Attend

Meetings

Training

Training

• KM Academy / Meet & Greet / Librarian Trainer

• Standing Appointment Refresher Sessions

• Face-to-face Contact

• Just-in-time resources (e.g., screen casts)

• Resources Fair

• Eavesdrop on email distribution lists and respond

• Give them a fish & teach them to fish

• Trivia Challenge – Hands on. Make it fun.

Face-to-face Contact

• KEY take-away – be comfortable knocking

on doors!

• One-on-one, very short visits with lawyers

– tips, training, questions

• Provide a “leave-behind” – paper

Screen casts

Eavesdrop

Give

&

Teach

Make

Training

Fun

The Buzz

We had a total of 336 participants. As a result of the challenge, 71% of

attorneys and staff used AnswerBase during June.

“By the way -- these are GREAT. Before today, I didn't even know you could do

contextual searches like "X /2 Y" through AnswerBase. :)” (Partner)

“Thanks! I've really enjoyed the game that has been circulating this week. I am

actually learning a lot by playing it.” (Associate)

“Woohoo! Thanks! The Starbucks is great; but also, this was a fabulous way

to get me to explore and navigate the AnswerBase. It made me realize the A-B

is loaded with information I need and is pretty user friendly, too! Thanks again.”

(Secretary)

Branding & Marketing

Branding & Marketing

• Logos

• Taglines

• Clever product names

Welcome to AnswerBase!AnswerBase, “Google”™ within Mofo, allows users to search quickly and easily for

documents across all DM libraries, for profiles and experience of the firm’s attorneys

and staff, and for detailed client and matter information.

Debevoise LKMD Logo

E-mail Headers-Branding

Practice Support Initiatives

Clever Names

Measuring & Feedback

Measuring & Feedback

• Lean Six Sigma

• Surveys & Focus Groups

• Anecdotal Evidence

• Data From Systems

6σ

• Define

• Measure

• Analyze

• Improve

• Control

DMAIC provides a systematic way of looking at a

problem. It is a data-driven quality strategy for

improving processes that is at the core of the Six

Sigma methodology.

Define the needed

improvement2008 vs. 2009 Number of Unique Visitors

2008

2009

2008 vs 2009 Total Number of Searches

2008

2009

Measure current

performance.

Collect data to

understand full

extent of the

problem.

We conducted a survey to better understand how and why users

use AnswerBase. Of the respondents, 52 were identified as top

AnswerBase users and 26 were identified as bottom AnswerBase

users.

Analyze the data collected to

determine opportunities for

improvement.

62% vs. 46%

88% vs. 73%

71% vs. 38%

44% vs. 27%0%

5%

10%

15%

20%

25%

30%

35%

I don't use it often enough

Not familiar with tools/features

I don't craft the best searches

Why don’t you use AnswerBase?

Improve the process by

designing creative

solutions.

•Lack of familiarity

with tool features

•Poor searching

techniques

•Educate users about

tool features

•Teach users to use

Boolean operators;

“refine by” filters;

advanced search

AnswerBase Trivia

Challenge Week

Problem: Goal: Solution:

Control the improvements to

keep moving forward.

Usage for the three months following AnswerBase

Challenge Week show. . .

Usage for the six months following AnswerBase

Challenge Week show. . .

Surveys

(Anecdotal)

Evidence

Data

From

Systems

Do This Now

• Get their hands dirty. Incentivize to test drive the tools.

• Make learning fun with trivia challenges, quizzes, certification games. Use attorneys’ competitive nature to your advantage.

• Make house calls. Do one-on-one training.

• Market your tools and services by communicating regularly via email, newsletters, etc.

• Don’t just be a spectator at practice group meetings. Market! Do a 2-minute demo or share a success story.

Tanisha’s Do This Now List

#1 Get their hands dirty.

• Use incentives to get users to test drive the tool.

#2 Use data and metrics to drive improvements.

• Understand the users (and the non-users) and their needs.

• Determine which features are being used, which are not, and why.

#3 Dig Deeper.• Get to the root cause of the underutilization of the tool.

• Create a unique and tailored solution designed to address a specific problem.

Steve’s Do This Now List

• Brand your KM initiative

• Establish a mandatory KM training program for

new hires and “refresher” training for all lawyers

• Embed your KM team in all practice group

distribution lists

• Establish case studies for use of each KM tool.

• Gather metrics to ensure your KM tools are

being used and to understand if your KM team’s

efforts are deriving positive results

Kathleen’s Do This Now List

• Make the tools easy! Not too many

choices, buttons, clicks or options

• Get comfortable with knocking on doors

for one-on-one training

• Multi-faceted communications

• “Is there anything else I can help you

with?”

• Follow up!