Peer to Peer Magazine

March 2014

The quarterly publication of the International Legal Technology Association

Issue link: https://epubs.iltanet.org/i/271291

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PEER TO PEER: THE QUARTERLY MAGA ZINE OF ILTA 52 FEATURES FEATURES Imagine your best trial attorney on her best day. The structure of her compelling argument falls readily into place. Evidence, witnesses and precedents are presented before the court in a masterful and stunning display that drives the court — with all the power, elegance and emotion of a symphony — to an incontrovertible judgment in favor of the client's position. This type of performance happens not on rare occasions, but consistently and predictably by all your firm's litigators, across many time zones and jurisdictions. Now imagine your best helpdesk support engineer on his best day. Each incoming call is handled and resolved on the initial contact, with minimal delay and no side effects. Picture that super hero of an engineer has been replicated, so all your engineers operate at this same peak efficiency. Are these scenarios hard to imagine? They shouldn't be. Collectively, the professionals within your firm likely have all the expertise they need to respond to the vast majority of situations they face, but that knowledge is not distributed evenly. Moving solutions into the proximity of problems — getting things done — is what customer service and employee satisfaction are all about. The traditional technique for enabling the harvesting and application of shared knowledge has been through the use of knowledge management (KM) tools and practices. On an academic level, KM was on the right track; but, on a social level, it faced stiff headwinds. People want outcomes, but traditional KM focused on systems and processes — the means, rather than the ends. Enterprise social network tools, or ESNs, are a category of software that focuses on enabling the rapid dissemination of information via posts, replies, likes and shares (collectively referred to as microblogging.) ESNs are decidedly more focused on the ends. Enterprise Social Networks Drive Customer and Employee Satisfaction

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