Issue link: https://epubs.iltanet.org/i/68817
www.iltanet.org Our client feedback program has touched every area of the business. e-bulletins and have become more adept at providing a strategic approach to circulation and subscription. Content has also changed. The focus is gradually moving away from the straightforward legal update toward sector and industry commentary, where new legal developments are analyzed in terms of what impact they will have on specific clients or industry groups. Social Media In the past few years, I have seen a number of new initiatives that have been very effective. Twitter and the use of blogs have meant that a faster response to new developments is now possible, and most firms are now including social media in their client-facing KM strategies. Thomas Eggar has also included social networking in their internal client KM strategy. The firm uses Yammer, which integrates with SharePoint to update client KM teams on wins, pitches and BD activities as part of the firm's "chat" tools. Sharing Content In addition to bulletins, e-books, webinars and e-learning are now being used by many firms. E-books can be used to provide news and briefings, as well as more lasting tools that businesses can value, particularly when sharing information around risk and compliance topics. Over the past year, Thomas Eggar has produced a number of these that received good feedback. Similarly, online webinars, 32 ILTA White Paper videos and e-learning modules are being used to share know-how and best practices. Now that producing quality online learning is no longer a lengthy and expensive process, these tools can be used to make much more of an impact in the client- facing KM strategy. Because we are all so aware of social media, the emphasis is moving to topicality and content, and away from glitz and gloss — all of which is good for everyone. The Future of Client KM It could be argued that in the future all KM activity will be client-driven. As we try to strengthen client relationships, it will be imperative that all KM activities link directly to our client development and retention strategies. Technology is now allowing our back-office systems and our internal KM and learning and development activities to become useful tools in the development of the client relationship. It's an exciting environment right now, and client-facing KM can make a huge impact on winning and keeping business.