Making KM External

Chicago CIO Roundtable

June 22, 2004

Ron Friedmann Prism Legal Consulting, Inc.

(ron@prismlegal.com)

Agenda
KM contours Client facing systems What clients want Exposing KM to clients issues Steps to move forward

KM Contours

Explicit

Documents

Tacit
Best practices Expertise Relationship information

Document collection strategy

Automated Manual

Client Facing Systems

Extranets
Work in progress - documents Billing Calendar, tasks, contacts

Knowledge base (documents) Interactive systems

Document assembly Expert systems

Online legal services (list)

Prediction: Extranets Fade

If extranets are truly useful, then clients need to use more than one Too hard to use multiple extranets Need a single, uniform system Law firms will need to upload data Data transfer standards develop

What Do Clients Want?

Do consumers buy drills?

No, they buy holes

What do clients buy?

Solutions and answers

What do most firms provide online?

Information (documents, billing)

So, how do we provide solutions and answers?

Exposing KM to Clients Issues

Need to do internal KM right

Identify right documents Capture context "Sanitize confidences. Risk of mis-use Loss of billable hours Expose inefficiencies where content lacks IP issues

Unique external issues

Steps to Move Forward

Identify client requirements Define cost (staff and infrastructure) to support client delivery Develop a sustainable business case

Usage Feedback ROI