Professional Documents
Culture Documents
INTRODUCTION
Thursday, February 24, 2011 New York, NY
Demographics
Number of Attendees
Law Firms: 45 Providers: 24
Best Practices & Management Strategies for Law Firm Library & Information Service Centers Outsourcing: Outrage or Opportunity
Jean OGrady, DLA Piper Ron Friedmann, Integreon
Thursday, February 24, 2011 New York, NY
Preface
Good to great companies focus on what to do They also put equal focus on what not to do and what to stop doing
Jim Collins Good to Great
IT Banks
(beginning in the 1990s)
CRM Database Mgmt Library Service Mgmt Legal Research & KM Pitchbook Creation
Analytics & Reporting Advanced Research Marketing Support Finance & Accounting Data scrubbing Basic Research Word Processing
Law Firms
IT Support Contracts
Litigation Support E-Discovery & Document Review Finance & Accounting Business Development & Marketing Legal Word Processing
Law Departments
Contracts Legal Research & KM
2006
2007
2008
2009
2010
2011
Practical Considerations
Outsourcing is not all or none Master service agreement Metrics Service Level Agreement (SLA). IT example:
Average speed to answer Wait time in queue Total call abandoned Average talk time Average handling time First call resolution Resolution time Customer satisfaction reviews
Varieties of Outsourcing
Centralization or insourcing Vendor sourcing Targeted outsourcing Complete outsourcing
Vendor Sourcing
Shift inefficiences back to the publishers that generate them Demand billing and publication practices that reduce internal workload
Digital billing/spreadsheets Precoded invoices
Charge publishers for the cost of inefficiences No one should be loose-leaf filing in the 21st Century! Where are the legal e-books!
Core Non-core
References
Vendor Sourcing: thinking the unthinkable as an alternative to outsourcing (Jean OGrady,, Dewey B Strategic Blog, Feb 16 2011. A Better Strategy for Law Firm Librarians (Above and Beyond KM, 26 Jan 2011) Testing Your Law Library Strategy (Geek Law Blog, 25 Jan 2011) Future-Proofing the Library (SLA blog, Steven Bell, 24 Jan 2011) Law Firm Librarians Defend Operating Costs (ABA Journal, Patrick Lamb, 18 Jan 2011) LPO Predictions for 2011 (Fronterion, Dec 2010) Law library outsourcing (Library Technician Dialog, Karen Sawatzky, 9 Dec 2010) Librarians and "Business Values (Geek Law Blog, 19 Nov 2010 Does It Pay to Hire a Law Firm Librarian? (ABA Journal, Patrick Lamb, 17 Nov 2010) Outsourcing Legal Information (Slaw.ca, Karen Sawatzky, 24 Aug 2010) Law Libraries Transformed (Eleanor Windsor and Ron Friedmann, LLRX.com, 4 July 2010)