The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/271291
PEER TO PEER: THE QUARTERLY MAGA ZINE OF ILTA 54 Reuse: When you "share" a post from one area of an ESN to another in which you think it would be useful, you are disseminating knowledge. ESNs also allow you to share external information via hyperlinks. Think of ESNs as being complementary to your existing document management and knowledge management systems. They can help guide users to the most valuable needles in the haystacks. Any good ESN will also have a powerful search facility built in that allows any member to find past conversations on topics that are new to them. Once an ESN has been in use long enough to gather a critical mass of content, a "search before posting" usage pattern can yield big productivity benefits. If you can find the answer without having to post and wait for a response, you're ahead of the game. Personal Accountability: In most ESNs, posted comments are attributed with the poster's name. The source of a piece of information adds to (or subtracts from) its credibility. Becoming a recognized expert on a specific range of topics over the course of regular participation in the ESN boosts the value you provide to your peers. It can also inspire reciprocity. You never know when someone you helped in the past will be inspired to help you out in the future. SOUNDS GREAT! WHAT'S THE CATCH? When ESNs work, they're invaluable; however, success depends on a number of factors. Some are technical, including user identity, directory integration, establishing content scanning and compliance monitoring. These can be sticking points, but typically there are vendor-recommended technical solutions. A bigger initial concern is culture. Cultural inertia can be a barrier to the successful adoption of an ESN. Many people are not accustomed to "working out loud" and can feel intimidated and afraid of letting others see their unfinished thoughts. They need to learn that it's safe to work out loud, and this behavior needs to be reinforced and praised. Another obstacle is behavior. It can be very hard for people to understand how to integrate "yet another tool" into their working style, especially one that feels like a communication tool. Communication is a personal task, and one that we already have other tools for — phone, email and IM, to name a few. Teaching people how and when to use the ESN, and conveying that it is an additional tool rather than a replacement for everything, can be one of the most critical steps in a successful launch. This leads into the next challenge area — how to roll it out. Hall & Wilcox Get People On Board Getting folks to buy in to using an ESN can be no easy feat, but Australian firm Hall & Wilcox found a great way to engage their audience and draw them in. They ran a contest during the holiday season that encouraged people to post photos related to specific themes, and they hosted a day when firm employees could walk in and get ad hoc training and assistance getting on the new ESN system. Cupcakes were offered as well! Read more about their firm and experiences: https://about.yammer.com/yammer-blog/ hall-wilcox-launch-yammer-memorably-with- cupcakes-contests-and-education/ ESNs provide a very easy way for good ideas and useful information to be reinforced and highlighted.