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I L T A W H I T E P A P E R | K N O W L E D G E M A N A G E M E N T & M A R K E T I N G T E C H N O L O G Y 3 Knowledge Management 4 ILTA's 2020 Knowledge Management Survey Results I N T R O B Y TA R A PAT T E R S O N A N D D A N I E L W O O D 15 Legal Technology Challenges B Y A N DY M C D O N N E L L 24 We Are All Knowledge Workers: KM Unconfined B Y D AV E W I L S O N 29 Changing Role of Knowledge Managers B Y A B H I J AT S A R A S WAT 34 Achieve KM Success with these Keys to Technology Adoption B Y W I L L N O R T O N A B O U T I L T A Technology solutions for law organizations and legal departments gets more complex every day. Connecting with your peers to exchange ideas with those who have "been there done that" has never been more valuable. For over three decades, the International Legal Technology Association (ILTA) has led the way in sharing knowledge and experience for those faced with challenges in their organizations and legal departments. ILTA members include organizations of all sizes and all areas of practice, all sharing a common need to have access to the latest information about products and support services that impact the legal profession. Learn more at iltanet.org. S T A T E M E N T O F P U R P O S E ILTA provides the premier environment for peer connections, education and collective intelligence to leverage the strategic advantages of technology in the legal profession. D I S C L A I M E R This report is designed for use as a general guide and is not intended to serve as a recommendation or to replace the advice of experienced professionals. If expert assistance is desired, the services of a competent professional should be sought. Neither ILTA nor any author or contributor shall have liability for any person's reliance on the content of or any errors or omissions in this publication. C O P Y R I G H T N O T I C E Copyright © ILTA 2021. All rights reserved. No part of this report may be reproduced in any manner or medium whatsoever without the prior written permission of ILTA. To request permission for use, contact publications@ iltanet.org. Published by ILTA c/o Editor, 159 N. Sangamon Suite 200, Chicago, IL 60607. Marketing Technology 40 ILTA's 2020 Marketing Technology Survey Results I N T R O B Y S H E I L A M E N N I S A N D M E L A N I E C A N T O 52 Will COVID-19 be the Tipping Point for Law Firm Marketing Operations? B Y G O R D O N B R A U N - W O O D B U R Y A N D K AT H R Y N W H I TA K E R 57 Networking In Our Virtual World B Y K AT E H A R R Y S H I P H A M 61 The Role of Technology in the Client Service Experience B Y J E N N A K . S C H I A P PA C A S S E 65 Three Growing Trends Legal Marketers Need to Prepare for in 2021 B Y J A S O N K E N N E DY 68 Looking to Drive New Business? Time To Get Serious About LinkedIn B Y S A M A N T H A M C K E N N A 71 The Secrets of Successful Lead Conversion B Y E R I C C O F F M A N