Digital White Papers

2 WWW.ILTANET.ORG | ILTA WHITE PAPER KNOWLEDGE MANAGEMENT Introduction ABOUT ILTA 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. STATEMENT OF PURPOSE ILTA provides the premier environment for peer connections, education and collective intelligence to leverage the strategic advantages of technology in the legal profession. DISCLAIMER 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. COPYRIGHT NOTICE 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. As the unifying theme of this year's white paper, we asked the Knowledge Management (KM) community how organizations keep it practical with the spotlight on innovation and transformation in the practice of law. The thought-provoking and informative articles in this white paper will explore how KM professionals have achieved this balance and provide practical takeaways. We kick off the white paper with the 2018 ILTA KM Survey and summary of results by Amy Halverson and Daniel Wood, accompanied by the full results. The biennial KM survey provides insight into the trends, technologies and organizational structure of the greater KM community. This year, we received 156 survey responses achieving an all-time record number of responses. We thank ILTA's members for their continued participation and interest in the survey. We then delve into the subject of keeping it practical in times of innovation. Ginevra Saylor explores practical tips for developing a sustainable innovation initiative at your organization and avoiding some of the common pitfalls. For organizations that have already implemented innovation initiatives, Kathleen Hogan provides practical tips on how to efficiently prepare for and manage innovation projects and the change they inevitably bring. You'll then read a case study where Flyn Flesher shares how he and his firm implemented a knowledge bot – a chatbot that uses natural language processing (NLP) to answer questions – to help employees locate information by enhancing an existing knowledge repository. We then shi our focus to the transformation in the practice of law coupled with observations from our authors. Cindy Thurston Bare and Vishal Agnihotri discuss KM in the Big Four and how firms can consider the Big Four's impact on the legal marketspace. Bennet Borden then examines the emerging role of data science in firms and how data science strategies have been successfully implemented. We conclude the white paper with articles that were inspired by direct requests from ILTA's members. Meredith Williams-Range expands on her ILTACON 2018 presentation and challenges us to think about how the data we currently hold coupled with external data sources can be used to inform strategic decision making for clients. Emily Colantino and Mark Ford then presents the three development levels of KM programs – basic, intermediate, and advanced – and nine workstreams through which to implement a KM roadmap to move your organization from one level to another. Lastly, Steve Lastres takes a look at how firms can gain a competitive advantage from the data- driven insights that content intelligence tools provide. Thank you to our authors and their organizations for sharing their invaluable insight and experience with the greater KM community (and accommodating this year's tight publication schedule). We also thank the Content Coordinating Team, editorial staff and survey team for their contribution toward the successful publication of this white paper. ILTA Welcome to the 2018 ILTA KM White Paper SHARON LEE of Wilson Sonsini Goodrich & Rosati, PC KM White Paper Coordinator

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