Peer to Peer Magazine

36 PEER TO PEER: THE QUARTERLY MAGAZINE OF ILTA | FALL 2016 Rewriting the Playbook: Cut Costs and Increase User Adoption in Firmwide Technology Deployments CASE STUDIES SHARON JESSE Sharon Jesse leads BakerHostetler's training team, which connects users with the technology at the firm. Over the past 37 years, she has worked as an IT professional within a variety of industries, including government, nonprofit, manufacturing and banking. She holds a bachelor's degree in information systems from Cleveland State University and is ITIL V3 certified. Contact Sharon at sjesse@bakerlaw.com. KATHERINE LOWRY As the Director of Practice Services, Katherine Lowry reports to the CIO and provides strategic leadership and governance of the firm's information technology deliverables and services to five core practice areas. Katherine engages in collaborative activities to gain an understanding of the firm's business goals in order to develop and evolve the information services operating model to support attorneys in utilization of technology to deliver world-class client services. Contact her at klowry@bakerlaw.com. the hotline was beer than the traditional floor support model. » Proactive Follow-Up Calls: During down time, the analysts proactively called users to answer questions, help customize their seings and offer on-the-spot training. Many aorneys who opted out of training classes and webinars benefied from this opportunity to have a dialogue with a member of the support team. This further cemented users' perception of receiving highly personalized support. » Local Advocates: Not having trainers on the floor in most offices required a new vision of ways we could support the aorneys, which led us to create a local advocates program. Realizing the vital role secretaries play as a go-to source of information for aorneys, we recruited at least one from each office. The advocates, who tended to be early adopters of technology, became a resource for communication between our team and the front lines. Using the firm's social network, advocates could ask us questions and share feedback from the aorneys and other users in their offices. Likewise, we used the social network to share updates on the rollout and answer questions in real time. Reinventing Our Social Network We created two user groups on the firm's social network, one for the entire project team — including engineers, hotline analysts, user support staff, trainers and project managers — and one for the local advocates. The social network user groups were an indispensable component of our program. The project team used the network to log and communicate incidents in real time. As a result, we addressed maers quickly and mitigated larger issues. In addition, the recorded activity became a knowledge base we could reference throughout the deployment. Given the benefits of the social network in this rollout, we intend to retain it in our toolkit for future technology deployments. A New Playbook Our new strategy was used for a maer centricity project and resulted in a 36 percent reduction in costs, a more efficient, effective rollout and a steady rise in the number of documents saved to the document management system. Rewriting the playbook worked for us, and it can work for you. P2P Growth of Monthly DMS File Intake Post-implementation, we experienced a 38% increase in document management system file intake. JAN 2015 JUNE 2015 OCT 2015 EARLY ADOPTERS FULL DEPLOYMENT POST DEPLOYMENT

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