Making KM Client Facing

Knowledge Management for the Modern Law Firm February 23, 2006 Ron Friedmann, Prism Legal Consulting, Inc. Joshua Fireman, ii3, Inc.

Joshua A. Fireman Vice-President Market Development | Legal & General Counsel jfireman@ii3.com ii3 Inc. p: (416) 595 5232 x 292 c: (416) 418 6622 http://www.ii3.com

Ron Friedmann President ron@prismlegal.com Prism Legal Consulting, Inc. p: (703) 527-2381 http://www.prismlegal.com

Client Facing with what Focus?

Compliance Training Research Providing answers to specific problems Document creation Document sharing Precedents Institutional knowledge sharing Contract management Seconded KM professional Other

What will be Delivered?

What content?
i. Research, forms, answers, documents, other?

Which practices? Who originates the content? Who maintains it? What type of content? At what cost to the firm? Staffed in what way?

To which Clients?

All Some Which clients are good targets?

By what Delivery Mechanism?

Extranets E-mail Webinars Podcasts (or iPod Video) Streaming video Blogs (or Wikis) RSS Interactive systems
1. Expert Systems 2. Document assembly

Web 2.0 Other?

Based on what Business Model?

At what price?
i. ii. iii. iv. Free Subscription Per use Other

Or for what business purpose?

i. Cement institutional relationship (e.g., introduce switching costs) ii. Gain new clients iii. Generate new matters iv. Cross sell v. Other

And Overcoming which Obstacles?

Ethical constraints New types of risk New staffing models New workflow models New compensation models Adopting new technology (e.g., XML tagging documents)

Break Out Session Setting the Stage

Break Out Session Structure

Form 3 groups Each should have a mix of perspectives

i. Lawyer, KM professional, IT, etc

Each will address a variant of a problem Spend time solving the problem
i. Discuss the issues ii. Come up with both a conventional and a radical answer iii. Take notes on flip pads iv. Designate a presenter or two

Re-assemble and we will review each break-out groups as a whole

Break Out Session Group 1

ROLE
I. KM established

GOAL

GUIDELINES

Justify client-facing Take market as it is KM program today

II.

No active KM

Justify client-facing Take market as it is KM as first KM today program Justify client-facing Assume disruptive KM program event

III. KM established

Break Out Session Exercise Group I

Role
i. KM group in a large law firm ii. Well-established and respected iii. Good internal KM program

Goal
i. Persuade management that the firm should create a client-facing KM system ii. Develop the short form plan and justification iii. Explain mechanics, economics, benefits, staffing, etc.

Guidelines
i. Make realistic assumptions about the way firms and markets operate today

Break Out Session Group II

ROLE
I. KM established

GOAL

GUIDELINES

Justify client-facing Take market as it is KM program today

II.

No active KM

Justify client-facing Take market as it is KM as first KM today program Justify client-facing Assume disruptive KM program event

III. KM established

Break Out Session Exercise Group II

Role
i. KM advocate in a large law firm ii. Little or no active KM program iii. Firm is considering doing more in KM

Goal
i. Persuade management that the firm should create a client-facing KM system as its first KM program ii. Develop the short form plan and justification iii. Explain mechanics, economics, benefits, staffing, etc.

Guidelines
i. Make realistic assumptions about the way firms and markets operate today

Break Out Session Group III

ROLE
I. KM established

GOAL

GUIDELINES

Justify client-facing Take market as it is KM program today

II.

No active KM

Justify client-facing Take market as it is KM as first KM today program Justify client-facing Assume disruptive KM program event

III. KM established

Break Out Session Exercise Group III

Role
i. KM group in a large law firm ii. Well-established and respected iii. Good internal KM program

Goal
i. Persuade management that the firm should create a client-facing KM system ii. Develop the short form plan and justification iii. Explain mechanics, economics, benefits, staffing, etc.

Guidelines
i. Assume a disruptive event in the firm or market is creating new opportunities (e.g., merger, move to fixed prices, Cisco request for virtual lawyer tools)

Break Out Session Exercise - SCENARIO SUMMARY

ROLE I. KM established

GOAL

GUIDELINES

Justify client-facing Take market as it is KM program today

II.

No active KM

Justify client-facing Take market as it is KM as first KM today program Justify client-facing Assume disruptive KM program event

III. KM established

Remember: Conventional AND Radical Answer