Digital White Papers

54 WWW.ILTANET.ORG | ILTA WHITE PAPER KNOWLEDGE MANAGEMENT Each dashboard view or module incorporates a description of what the information represents and how it relates to other elements and reports. Users are also alerted to variables that could affect data not represented in the report, such as time/billings incurred but not yet entered. The well-designed dashboard delivers just-in-time knowledge to users and functions as a learning tool for newer project managers. A vivid example of how thoughtful visual design can further knowledge sharing and collaboration is provided by Accenture's Collections platform, described as a "Pinterest for the Enterprise." 23 Accenture identified a gap among its various knowledge tools that prevented it from fully harnessing the value of the internal and external research employees performed. Even with a robust KM program, enterprise search and the Stream collaboration vehicle, employees spend significant time searching for the best, most relevant content in, or out of, the organization. Employees' resulting work product –– their collections of resources –– were sometimes memorialized as a list of hyperlinks on a SharePoint page, but usually disappeared in email or personal workspaces. Accenture also sought a way to shelter internal experts from repeated requests for materials, while also giving the people looking for the materials access to them. Finally, the firm wanted to engage the increasingly mobile workforce visually with a consumer- level user experience, complete with a responsive design that looked as good as or beer on mobile than on a standard screen. The Collections platform addresses all of these needs. Employees curate their own collections, which can comprise internal and external web links, uploaded documents and annotations around either the entire collection or any one asset. When an item is collected, the system automatically grabs an image associated with the item, be it an embedded image or document thumbnail. Collections can be shared, commented on and followed. The platform stands on its own, with its own search function, and is indexed as part of Accenture's enterprise search. Early results show strong and enthusiastic adoption among users. Learning from Non-Legal Professional Services Organizations Legal and non-legal professions have a great deal to learn from one another, but the question remains how transferrable any single practice or strategy used in one professional service is to another. For every similarity among law firms, AEC organizations and global consulting and accounting firms, one can point to differences. But let us consider one way these lessons may be taken together. » Storytelling that reinforces clearly articulated shared principles and values helps build trust » Trust is a strong success indicator for collaboration » Collaboration platforms beget valuable ugly knowledge assets » Ugly knowledge assets accelerate process improvement » Process improvement can be propelled by visually engaging tools that educate by design Can non-legal professional services organizations provide a realistic KM road map for law firms? Regardless, it is intriguing to consider. ILTA What Can Legal KM Learn from Other Professional Services Organizations? AMY HALVERSON Amy Halverson is a Litigation Knowledge Manager at Wilson Sonsini Goodrich & Rosati. Contact her at ahalverson@wsgr.com.

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