Download Knowledge-Management

Knowledge Management, Intranets, Portals & Web 2.0
Where Do We Go From Here?
New Jersey Law Librarians Association
2008 Annual Business Meeting & Program
May 5, 2008
Steven A. Lastres, JD, MLS
Director of Library & Knowledge
Management
Patrick V. DiDomenico, JD
Knowledge Management Manager
Debevoise & Plimpton LLP
Agenda
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What is Knowledge Management?
Types of knowledge
General KM Benefits and Challenges
Debevoise Intranet and Portal Overview & Tour
Measuring Success
Web 2.0 – The Future of KM
Best Approach to Start a KM Project
What Is Knowledge Management?
KM is the process through which organizations generate value
from their intellectual and knowledge-based assets.
“Knowledge management is the leveraging of the
organization’s collective wisdom (know-how) by creating
systems and processes to support and facilitate the
identification, capture, dissemination and use of the
organization’s knowledge to meet its business objectives.”
Knowledge management is about working
smarter.
Types of Knowledge
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Explicit (knowledge that is written)
– Patents, trademarks, and copyrights
– Business plans
– Marketing research
– Customer lists
– Work product
– Models and Forms
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Tacit (knowledge that individuals have stored
in their heads)
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Instant messaging
E-mails
Contacts
In-house training
Business Referrals
Matter summaries
Differences Between IM and KM?
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IM interested in the “plumbing.” How they store information,
how they back-it up, and how do they maintain a database.
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KM is focused more on how to categorize, retrieve and
share information. KM uses the business record in a
different way. They want to redact a document or
categorize it differently to store intellectual capital of the
organization.
General Benefits of KM
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Provides a competitive advantage (practice and business)
Streamlines operations and reduces costs by eliminating
redundant or unnecessary processes
Increases efficiencies
Increases productivity
Improves client/customer service by streamlining response time
Boosts revenues by getting products and services to market faster
Improves practice support - we leverage what we already know
Fosters innovation by encouraging the free flow of ideas
Enhances employee retention rates by recognizing the value of
employees' knowledge and rewarding them for it
Aids in the development and training of the organization’s
employees
Aids in preventing organizational brain drain as baby boomers are
getting ready to retire
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Why Knowledge Management?
The Lever and the Windmill
The Lever
“Knowledge management is the leveraging of the
organization’s collective wisdom…
But, levers require work…
Small force over long distance
=
Large force over short distance
Source: http://www.cool-science-projects.com/images/man-and-lever.jpg
Leverage
…the same amount of work…
Leverage
Equation proving the disadvantage of leverage:
The Windmill
The wind is
already there…
The Windmill
…why not use it?
(without the work)
The Windmill
Use existing data sources (i.e., the wind)
to power other systems:
The wind can be data from:
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HR Systems
Records Management systems
Documents in DMS
Time and billing systems
Enterprise 2.0 systems (more later)
Other
The Windmill
The wind can power:
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Document Retrieval Systems
Expertise Location Systems
FAQ Sites
Knowledge Bases
Financial Dashboards
Business Decisions
Other
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KM Challenges
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Capturing tacit knowledge
Creating a culture within the organization that values and
rewards individual knowledge
Fostering an environment of collaboration
Finding champions to support KM initiatives
Keeping content in KM program constantly updated and
relevant
Identifying business processes that can be made more
efficient that require minimal new learning on the part of
end user
Making life easier for employees. If KM doesn’t, it will fail.
It’s All Connected
Knowledge Management
Training
Records & Information
Management
Professional Development
Library Services
What does KM Look Like?
Debevoise Intranet and Portal
Overview
Intranet (DebWeb)
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Administrative Content
Firm News & Announcements
Links to office pages
Picture Book
Training Schedules
General “Help” resources
Firm Committees
Office Manuals
Library “What’s New”
Language Skills database
Portal
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Attorney Work Product
– Analysis
– Models, Samples & Forms
– Practice Guides
Community Information
Contacts
Court information
Law
Matter Summaries
News & Alerts
References
Virtual Library
Portal Tour
Content Types
Leverage Librarian Know-How
Taxonomy
Measuring Success
Using Metrics to Measure Value
Web 2.0 – The Future of KM
Web 2.0    Enterprise 2.0
How are Web-based technologies
making their way into organizations?
Web 2.0 – The Future of KM
• Blogs
• Wikis
• Social Tagging
• RSS
• Collaborative Documents
Web 2.0 – The Future of KM
Blogs
Web 2.0 – The Future of KM
Wikis
Web 2.0 – The Future of KM
Social Tagging
tag cloud
my favorites
Their
favorites
tag cloud
Web 2.0 – The Future of KM
RSS & RSS Readers
(Really Simple Syndication)
Web 2.0 – The Future of KM
Collaborative Documents
Best Approach to Start a KM Project
• Don’t label it as a KM project
• Start small
• Select a project that looks to foster an actual business goal or
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solve a specific pain point
Develop a Business case with ROI analysis that clearly states the
value (e.g. create a virtual library of vetted resources by practice
group)
Establish at the outset metrics that will prove your success
Develop a good working relationship with the IT Department
Communicate your successes and provide a Post Project
Analysis so that you can build credibility for your next project
Communicating your value
Reporting meaningful information
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Define your goals in terms of organization goals
Report how you contribute to organization goals
You can’t manage what you can’t measure
Don’t just measure – analyze
Review your methods, focus and outcomes regularly
The Future of KM?
Contact Information
[email protected]
[email protected]
Thank you!