publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/550988
ILTA WHITE PAPER: JULY 2015 WWW.ILTANET.ORG 24 SUCCESSFULLY INTRODUCE NEW PRACTICES AND TECHNOLOGY week pilot was run with the selected technology, and Hicks Morley launched its intranet in a fraction of the time (four months) and at a fraction of the cost. If these firms had not performed a needs analysis and gathered requirements at the start, they might have easily settled on the first package they encountered. The additional step of piloting potential solutions gave them the needed assurance that they had chosen the right solution and ensured a higher level of success. SUCCEED WITH CHANGE In June 2013, multi-office law firm Stewart McKelvey moved to WestlawNext as its sole commercial subscription source for online legal research, even though nearly all its competitors traditionally subscribed to both Westlaw and LexisNexis Quicklaw. Now, however, some firms are saving a great deal of money by using only one of these products, and Stewart McKelvey was one of the first to lead the way. Here are the key steps in making change a success, including some employed by Stewart McKelvey: Communicate: In the Stewart McKelvey case, one of the firm's knowledge managers, Cyndi Murphy, explains that communication with firm members started as soon as the KM team began considering switching to a sole source. The project team told those using the two research systems that one system might be removed and invited heavy researchers to provide their input through a user survey. They also provided a contact name for people to ask questions and express concerns. Next, the decision to go with Westlaw was immediately communicated to the firm, with reasons supporting the selection. These communications were tailored to the various groups; partners received the financial breakdown and potential savings resulting from the decision. Murphy noted that all email communications were also crafted to ensure that people would read them: • Important information was in the first two to three lines • Content was visually appealing and logically arranged • Lots of white space was included At Cassels Brock, hard copy postcards describing the new Linex product were delivered to all lawyers. With an eye-catching design and only the essential details, the postcards stood out from all other paper and electronic communications the lawyers received. The postcards were supplemented with a few short email messages containing quick information, further demonstrating sensitivity to the email overload problem lawyers were having. Listen to Users: Listening closely to and addressing concerns is paramount, especially when considering changes that will have a direct impact on the lawyers. Stewart McKelvey's labor lawyers were particularly concerned about the move to a sole source because they had relied heavily on the subscription that would be eliminated. Alternative sources were discussed and a tailored communications plan put in place. As part of that plan, two account representatives from the selected vendor visited with lawyers at their retreat to talk about where relevant content could be located in the vendor's product after the move to a sole source. Building into the rollout plan special attention for groups or even a few individuals hit hard by the change can make the difference between success and failure. Find Champions: Successful projects are often accomplished with the help of a senior partner or two who believe in the project, have influence in the firm and promote the project and its benefits to peers and others in the firm. These champions should be individuals likely to be present at upper- level meetings where the KM team might not be present to speak on behalf of the project. The emergence of champions should never be left to chance. Instead, good champions must be sought out and groomed. Once you have secured their support and commitment, keep them abreast of developments in the pilot and final project. Give them extra technical support throughout so they can become the peer go-to person for new technology and procedures. Champions could be called upon to demonstrate the new product