Enterprise Content
p
Management
Strategies and Lessons
Learned Using SharePoint
About Fox Rothschild LLP
About Fox Rothschild LLP
425 + Attorneys
425 Attorneys
14 Offices
7 Departments
7 Departments
About Fox Rothschild LLP
About Fox Rothschild LLP
Knowledge Management Services
Knowledge Management Services
-
Acquisitions and Collection
Development
p
-
Competitive Intelligence
-
Knowledge Services
Knowledge Services
-
Research Services
-
Risk Mitigation
What is ECM?
What is ECM?
Collect, synthesize and redistribute relevant
y
information across the enterprise to an individual
… at the moment they need to know it.
ECM Includes:
- Documents Data - Data - Accessibility/Usability - Collaboration Ti li - Timeliness - RelevanceWhat is ECM?
What is ECM?
Content Management =
Content Management =
Information Management =
Presentation Topics
Presentation Topics
Efficiency – The business proposition of
y
p p
ECM
Software – If I buy it, will it work?
y ,
Techniques for Earning Trust
-
Relevance
-
Usability
-
Timeliness
Efficiency
Efficiency
Efficiency will reduce:
Efficiency will reduce:
-
redundant data entry
-
end user search time
-
end user search time
-
time to filter through a mass of
imprecise or irrelevant results
imprecise or irrelevant results
-
confusion in selecting between
ECM – Not Just Software
ECM Not Just Software
Information Audit – understand the primary
systems databases and workflows in the
systems, databases and workflows in the
organization
T
/St
d di
ti
k t i t
t
Taxonomy/Standardization – work to integrate
‘keys’ into all of your database
- For Fox – Billing ID and Network Login ID
Can expand to standard industries practice codes
- Can expand to standard industries, practice codes,
matter types, etc.
Software (typical focus of ECM)
Software (typical focus of ECM)
Our Environment
Our Environment
Fox key systems:
- Elite - DM5
- HR/People Database (several – SQL and Web Services)
- Public Website Content Database (Ecktron)
N B i I t k W kfl
- New Business Intake Workflow
Other potential systems:
- Legal Key
C t tN t (i d l t)
- ContactNet (in deployment) - Client Extranets
- 3rd Party Research Services
Library Catalogs (OPACs)
Role of SharePoint in ECM
Role of SharePoint in ECM
SharePoint is an aggregator of all of these
systems
O
f
f
One source for information that can be
organized and re-formatted to suit the
needs of the end user
needs of the end user
Empowers users to begin participating in
Empowers users to begin participating in
Techniques for Earning Trust
Techniques for Earning Trust
How can you get a practitioner to trust your
t
?
system?
- Relevance – Information that I see on the page must be
relevant to me, my practice or my task at hand.
U bilit I d t t t th i f ti I d i kl
- Usability – I need to get to the information I need quickly,
and it should be on the pages I expect. Remember, I’m lazy.
Timeliness The information I see should be current
- Timeliness – The information I see should be current. - Accuracy – Not only current, the information must be
right.
- Reliability – The information must be right every time - Reliability The information must be right every time.
Techniques for Earning Trust
Techniques for Earning Trust
Relevance | Usability | Timeliness | Accuracy | Reliability
Relevance | Usability | Timeliness | Accuracy | Reliability
Examples from FoxNet
Examples from FoxNet
Relevance
Relevance
Relevance and Content Centricity
Relevance and Content Centricity
-
Client
-
Matter
Relevance
Relevance
Relevance and Content Centricity
y
-
Firm
-
Department
-
Practice
-
Industry
-
Client
-
Matter
-
Task
Relevance
Relevance
How are we doing?
Centricity Status
Centricity Status
Firm Requirements Pending
(Dashboards)
D t t V i 1 I l t d
Department Version 1 Implemented
Practice Version 1 Implemented
Industry Requirements Pending
(Awareness)
Client Version 1 Implemented
Matter Version 1 Implemented
Task Requirements Complete
Task Requirements Complete
Department/Practice Centric
Department/Practice Centric
Content controlled by embedded
Content controlled by embedded
authorized publishers
-
Precedent/Form Library
Precedent/Form Library
-
Topical Research Pages
-
Announcements
-
Announcements
Department and Practice
C
t i it
Centricity
Client Centric
Client Centric
Matter Centric
Matter Centric
Task Centricity
Task Centricity
Business Development
Business Development
-
Top Client Lists
-
Client Search
-
Client Search
Relevance
Relevance
Personalization
(Links and tools based on information we know about the attorney) (Links and tools based on information we know about the attorney)
Relevance
Relevance
Customized Personalization
(attorneys can add or change content themselves to meet their needs) (attorneys can add or change content themselves to meet their needs)
Relevance
Relevance
Usability
Usability
Strategies for Usability
g
y
-
More of an art than an science
-
Simplify – Identify the primary purpose
y
y
y
for each page or site and link and stick
to it (no irrelevant information)
Simplify
Simplify
Vs.
Usability
Usability
Organize and group content together that
Usability
Usability
Feedback – Talk to users… and listen to
Final Question
Final Question
Question: How can firms use these tools to get
the right information to the right people at the right
time for better business decisions and more
effective client service?
effective client service?
Final Question
Final Question
Question: How can firms use these tools to get
th
i ht i f
ti
t th
i ht
l
t th
i ht
the right information to the right people at the right
time for better business decisions and more
effective client service?
Our Answer: Provide timely, permissive access to
information in the context to the task at hand.
- Timelyy – Push, don’t pull., p
- Permissive – If they can see it, they can use it
- Access - Why make them choose among 3 sources
when you can give them 1 solution
- Contextual/Relevant Information – content focused
Lessons Learned
Lessons Learned
Enterprise Content Management (by any name) is a process not a product
process, not a product
TALK with ANYONE. Know the needs of the organization.
Base content and structure around a use case or business problem
- Need quick access to client financial information without bothering to learn <your financial reporting tool>
- Want to have snapshot of how the department is doing with their collections
- Need to find the name of someone who has experience with ANSI.
- I just want to know the best tools to use to get my research done.
Make finding answers easy and clients will get better product.
Where is Fox Rothschild in
thi
?
this process?
9 Know the Organization
9 Know the Enterprise Systems
9 Know the Enterprise Systems
9 Build a system that brings information together in context
Where is Fox Rothschild in
thi
?
this process?
9 Know the Organization
9 Know the Enterprise Systems
9 Know the Enterprise Systems
9 Build a system that brings information together in context
Repeat – We are beginning version 2
C th i
M
t
J
T
ll
Catherine Monte
Chief Knowledge Officer Fox Rothschild LLP
t @f th hild
James Tuvell
Manager of Knowledge Services Fox Rothschild LLP
jt ll@f th hild
[email protected] [email protected]
Enterprise Content Management:
Strategies and Lessons Learned
g
Using SharePoint
CHARLOTTE CHICAGO GENEVA LONDON LOS ANGELES MOSCOW NEW YORK NEWARK PARIS SAN FRANCISCO WASHINGTON, D.C.
Enterprise Content
Management
A User's
Management – A User s
Client Service: How the Client Sees It
• Client contacts Attorney seeking assistance • Attorney provides timely, complete response Question Client CommunicationClient Service: How the Attorney Sees It
R h
• Client contacts Attorney seeking
assistance • Attorney engages in research, factual i ti ti d • Attorney provides timely, complete response Research investigation and drafts applicable documents Client Communication Question
The Attorney’s Dilemma
Intranet Conflicts CMS Precedent Precedent collectionsThe Attorney’s Workflow
Lawyer rummages through multiple Lawyer checks firm's files, Lawyer phones colleagues to ask if Lawyer sends "RFI" email to "All Lawyer gives up and multiple open applications library resources to ask if they know the answer email to All Attorneys" searches on GoogleEnterprise Content Management
Locate and deliver
content which is:
•
From multiple sources
•
From multiple sources
•
Relevant
Complete
•
Complete
•
User-friendly
T
t d
•
Trusted
How Can ECM Help? An Example
• Internal Firm Experience Archive
Draws content from multiple existing sources within the Firm
Draws content from multiple existing sources within the Firm Pushes content to firm's external website
Locating Relevant Experience
Experience Description
Locating Internal Resources
Locating Key Related Documents
Internal Publication
• Email with transaction summary automatically generated
• Includes hyperlink to full archive entry
External Publication
External Publication –
Attorney Experience
Attorney Experience
External Publication –
Attorney Experience
Attorney Experience
External Publication –
Attorney Experience
Attorney Experience
External Publication –
Industry & Practice Experience
Industry & Practice Experience
Design ECM Tools and Processes to
Support the Lawyer’s Workflow
Support the Lawyer s Workflow
• Content Gathering
Make the process as painless as possible for those providing content Integrate with existing systems to pre-populate applicable information Build in carrots, not just sticks
• Content Delivery
Make the searching and review process as simple as possible Organize information in recognized ways
Provide easy access to underlying applications • Content Publication
CHARLOTTE CHICAGO GENEVA LONDON LOS ANGELES MOSCOW NEW YORK NEWARK PARIS SAN FRANCISCO WASHINGTON, D.C.
