Digital White Papers

ILTA WHITE PAPER: JUNE 2014 WWW.ILTANET.ORG 25 SECURE SOCIAL NETWORKING FOR BETTER ATTORNEY WORKFLOW Offering refresher courses is one way for attorneys to learn more about the application as needed. Other training vehicles, such as on- demand webinars, user guides and "how to" videos, can offer users what they need without overwhelming them. Use materials created by your provider as your starting point and modify them to fit your environment and workflows. DEVELOP YOUR USER SUPPORT MODEL You will need to determine how you will provide ongoing user support for the platform before the rollout. Determine whether you will utilize internal resources, external resources or a combination of both. If you are planning to be the user support center, know your capabilities and resource availability (or constraints) ahead of time, understand what the platform provider offers and identify where gaps lie. Answer the following questions: • Does support include email, phone calls, instant messaging, etc.? • Is support provided 24/7 or only during business hours? • Can remote access to a user's desktop be used for troubleshooting and demonstrations? Create a "self-help" system such as a knowledge base or a list of frequently asked questions. Also consider what traditional support materials will be provided, including procedure manuals and quick reference cards. CONTINUALLY IMPROVE AND FOSTER GROWTH Imagine one year has passed since your rollout. How do you build upon initial success? There are several best practices that can be considered. First, foster healthy ecosystems both internally and externally. Look to create a wave of enthusiasm for continuous improvement within the team and the firm. Create forums of exchange that focus on solutions, but avoid unnecessary complaining. Some examples of fostering that environment are technology expos, lunch-and-learn sessions and internal case studies. Second, it is helpful to create a retrospective process so you and your team can build on lessons learned. Here are some specific actions you can take: • Encourage your entire team to look for opportunities to improve processes, and solicit feedback on an ongoing basis. This includes deep-dive discussions with the hands-on analysts to understand granular pieces of the process. • Create a support forum that involves the process and documentation teams. Develop supplemental training and support materials based on user feedback, including an internal email alias for communicating issues. (But don't forget that nothing can replace face-to-face interaction and resolution when feasible.) • Know when to escalate an issue to more experienced resources.

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