1. © McGrigors LLP 2007 Effective knowledge sharing across support functions Rachel Wood Head of Knowledge Management, McGrigors LLP

2. © McGrigors LLP 2007 Outline  Organisational structure – what and why  McGrigors structure  Good working relationships among support teams  Knowledge sharing among support teams and working together effectively on projects  Knowledge management for support teams

3. © McGrigors LLP 2007 Information External Internal Technology Knowledge External technology linksProvision of access to knowledge Internal use of technology Internal Management of knowledge Source: Richard Susskind Transforming the Law

4. © McGrigors LLP 2007 Information External Internal Technology Knowledge External technology linksProvision of access to knowledge Internal Management of knowledge Source: Richard Susskind Transforming the Law The pioneers (early 90’s): IT? IS/Library?

5. © McGrigors LLP 2007 Information External Internal Technology Knowledge External technology linksProvision of access to knowledge Source: Richard Susskind Transforming the Law The pioneers (early 90’s): IT? IS/Library? Moving on (90’s – 2005): IT? IS/Library? PSLs? Training? HR?

6. © McGrigors LLP 2007 Information External Internal Technology Knowledge Provision of access to knowledge Source: Richard Susskind Transforming the Law The pioneers (early 90’s): IT? IS/Library? Moving on (90’s – 2005): IT? IS/Library? PSLs? Training? HR? Moving on (90’s – 2005): IT/Web Technology? IS/Library? PSLs? Training? HR?

7. © McGrigors LLP 2007 Information External Internal Technology Knowledge Moving on (90’s – 2005): IT/Web Technology? IS/Library? PSLs? Training? HR? Current trends: All of that + business development + risk … (Where do we stop?!) The pioneers (early 90’s): IT? IS/Library? Moving on (90’s – 2005): IT? IS/Library? PSLs? Training? HR?

8. © McGrigors LLP 2007 Board Risk & Knowledge Management Partner Legal Advisor, Risk & Compliance Head of Knowledge Management Head of TrainingHead of IT Training Team IT Team Quality Assurance Auditor I.Q. (Quality Assurance) Web Tech Manager Information Services Manager PSLs (co-reporting to team leaders) Web Tech Team IS Team McGrigors RKM structure

9. © McGrigors LLP 2007 Benefits of McGrigors structure Risk Management Team Knowledge Management Team documents, processes & training Quality Performance Reviews

10. © McGrigors LLP 2007 Good working relationships and knowledge sharing

11. © McGrigors LLP 2007 Practical examples of how to communicate  RKM strategy session  Goals/objective setting  Support Heads concalls  Support Heads calendar  Valuing People concalls  Attend other’s team meetings  Training calendar  Project discussion boards  Train together  Informal chat

12. © McGrigors LLP 2007 Knowledge management for support teams  What? Know-how/know-who databases Training Standard processes  Why? Time Expertise Build a better business

13. © McGrigors LLP 2007 How to approach KM for support teams Identify requirements Design and disseminate tools Discover good practices Monitor and improve Meet support team. Ask them what core tasks and processes are. Ask them what knowledge and info they need for these tasks and processes. Tell them about KM resources. What’s the first thing you do? How do you do that? How do you know when to do it? What do you do next? Why? What happens if something else is done? What would make the process easier? Knowhow database Case management technology Guidance on intranet Training News feeds/bulletins Blogs/discussion forums Set personal goals/objectives. Meet again after 3 months/6 months etc. Ask them what’s working and what’s not. Modify and improve as required.

14. © McGrigors LLP 2007 Knowledge management for support teams  Examples of current McGrigors projects Know-IT-all bulletin for KM team Training for KM team IS news feeds and updates for BD  Examples of pipeline McGrigors projects Scoping checklists Pricing databases Financial management processes  Future McGrigors projects? Tender database? Concierge service?

15. © McGrigors LLP 2007 Conclusion “Knowing is not enough; we must apply!” Goethe  Organise your firm.  Communicate effectively and often.  Produce documents, processes and training for support teams too.  Lead the way to build a better business.