P2P

87 I L T A N E T . O R G U S E R - E N C O U N T E R E D K N O W L E D G E This third broad category of knowledge centers around how lawyers interface with and access knowledge. There are two main players here the first of which is: • Search & find — Knowledge search makes connections across people, data, and content to provide the most relevant results. When it comes to interfacing with and accessing knowledge, search is hugely important. While it may not be 'sexy', lawyers unequivocally want the ability to quickly and easily find whatever it is they're looking for. Instead of searching lots of disparate systems, they want to have a single interface – that much lauded and oft-mentioned 'Google-like experience'. In addition to having search ubiquitously available in different environments that lawyers access, they also want to be able to context switch quickly between questions. Getting there requires a fair amount of behind the scenes work, however, both in the form of change management and process management. Ultimately, search is a wicked problem – in the sense that it's a particularly tricky undertaking that defies any simple, pat solution – but it's a problem very much worth tackling. Of course, search can't solve every knowledge challenge which is where recommendations come in. This is the second main player in the 'user encountered knowledge' category. • Recommendations – enable users to quickly find relevant and contextual information based on the workspaces they have access to, the people they work with, and what they search for, making it easy to stay current and access the content that can help them get their jobs done faster. Recommendations are the smart suggestions that help people find what they're looking for – because sometimes you don't know what you don't know, so you don't even know what to search for. A gentle nudge in the right direction is often the best way to make sure people come across the right knowledge at the right time. What Does It Take to Do This Successfully? By utilizing the three types of knowledge described in the preceding section – Analytical Knowledge, Curated Knowledge, and User-Encountered Knowledge – organizations are positioned to take those knowledge outputs and deliver them to knowledge workers, so that they can create business outcomes. In this way, KM is 'under the bonnet' doing the hard work of making knowledge easy to access via an intelligent AI powered search. The end users can leverage all the assets they find in the search and knowledge system to more effectively perform their knowledge work – whether that's high-end Making Search Work Effective search starts with understanding user needs. Do not start at the features and functions level – think about current ways of working and the pain points. Ask the question, 'What is getting in the way of our lawyers practising law'? Next focus on cleaning up the data. The cleaner the data for an enterprise search platform, the better it performs, improving user adoption and saving countless hours. Simply put, data hygiene matters. Understand that search is not a one-off affair where you install it and that's the end of the journey; it is a constantly evolving process. Also, understand that search does not occur in a vacuum. The more attention paid to how you use the technology in conjunction with your other systems, people, processes, and internal workflows, the greater the chance of delivering serendipitous, high-value knowledge discovery.

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