Improving Quality of Service with Knowledge Management in Law Firms

Agenda 1. The rationale for implementing KM in Law Firms 2. The role of KM in law firms 3. Problems and barriers in introducing KM initiatives 4. Critical factors contributing to the success of KM initiatives

The Rationale for Implementing KM in Law Firms

Problems for us Do any of these sound familiar to you? Too much information or lack of information Lack of awareness of information elsewhere in the organisation Common use of out-of-date information Inability to keep up-to-date with relevant information Not knowing where to go for expertise in a specific area Information literally “walking out of the door”

Lawyers provide service by advising their clients base on their technical knowhow and problem solving expertise Knowledge is the main asset they possess and the major product they sell Lawyers as knowledge workers

Explicit & tacit knowledge Explicit Knowledge Legal principles contained in statutes Standard legal documentation Best practice in the form of code of practice, guidelines, policies Tacit knowledge Skills, expertise and experience Applying legal principle(s) then analysing the factual setting to reach conclusion

Challenges to Law Firms Efficiency High quality Pay less

Challenges to Law Firms

KM for lawyers Utilize their knowledge efficiently to provide the best timely service Achieve and maintain their competitive edge in their industry Successful KM provides support to lawyers so they are able to:

The Role of KM in Law Firms

Process model for law firms Provision of preliminary advice Prepare legal documentation, negotiations, go thru legal procedures Closing deals, settling disputes Legal Process Feedback & Debriefing

The role of KM in achieving and maintaining competitiveness Connection with the right person with the right experience and expertise Dissemination of knowledge with the firm & to clients as value-added service Best practice / consistent level of service / avoid reoccurrence of mistakes Be able to show your competitiveness Efficiency Productivity KM initiatives Pitching Business Process Provision of preliminary advice OutputProject / matter review Feedback KM initiativesElements enhancing competitivenessBusiness processKEY: Guidelines Procedures Corporate portal, intranet, extranet Feedback & Debriefing Mechanisms Standard Forms Precedents Employee profiles competitiveness Performance Standards

Problems & Barriers in introducing KM initiatives

Problems and barriers in introducing KM initiatives Cultural barriers Lack of participation Lack of inter-organisational trust Problems encountered by branches and regional offices in the adoption of KM systems Legal risks e.g. violation of intellectual property law, unlawful disclosure of privacy and personal data

Solutions to problems and barriers Management active support Involve users during design and implementation Develop a system that is tied to business needs Provide appropriate training Use multiple channels for communication and promotion Introduction of incentive programs Recognition of ‘ownership’

Critical factors contributing to the success of KM initiatives

Factors contribute to successful KM Management buy-in Thorough knowledge audit at the planning stage Quick wins KM system designed on the users’ point-of-view e.g. developing context-sensitive taxonomy for easy navigation Provision of sufficient training Culture that encourages knowledge sharing e.g. establish trust between individuals to encourage open interactions

Thank you