Enterprise Content Management

Transcription

3 About Fox Rothschild LLP Knowledge Management Services - Acquisitions and Collection Development - Competitive Intelligence - Knowledge Services - Research Services - Risk Mitigation - Training and Development (C) 2008 Fox Rothschild LLP 3

4 What is ECM? Collect, synthesize and redistribute relevant information across the enterprise to an individual at the moment they need to know it. ECM Includes: - Documents - Data - Accessibility/Usability - Collaboration - Timeliness - Relevance (C) 2008 Fox Rothschild LLP 4

6 Presentation Topics Efficiency The business proposition p of ECM Software If I buy it, will it work? Techniques for Earning Trust - Relevance - Usability - Timeliness - Accuracy (C) 2008 Fox Rothschild LLP 6

7 Efficiency Efficiency will reduce: - redundant data entry - end user search time - time to filter through a mass of imprecise or irrelevant results - confusion in selecting between resources essentially ECM will help boost efficiency by saving time spent looking for anything. (C) 2008 Fox Rothschild LLP 7

8 ECM Not Just Software Information Audit understand the primary systems, databases and workflows in the organization Taxonomy/Standardization di ti work kto integrate t keys into all of your database - For Fox Billing ID and Network Login ID - Can expand to standard industries, practice codes, matter types, etc. Software (typical focus of ECM) - SharePoint, Intranets, Document Management, etc. (C) 2008 Fox Rothschild LLP 8

9 Our Environment Fox key systems: - Elite - DM5 - HR/People Database (several SQL and Web Services) - Public Website Content Database (Ecktron) - New Business Intake Workflow Other potential systems: - Legal Key - ContactNet tn t (in deployment) - Client Extranets - 3 rd Party Research Services - Library Catalogs (OPACs) (C) 2008 Fox Rothschild LLP 9

10 Role of SharePoint in ECM SharePoint is an aggregator of all of these systems One source for information that can be organized and re-formatted to suit the needs of the end user Empowers users to begin participating in the publishing process (C) 2008 Fox Rothschild LLP 10

11 Techniques for Earning Trust How can you get a practitioner to trust your system? - Relevance Information that I see on the page must be relevant to me, my practice or my task at hand. - Usability I need to get to the information I need quickly, and it should be on the pages I expect. Remember, I m lazy. - Timeliness The information I see should be current. - Accuracy Not only current, the information must be right. - Reliability The information must be right every time. And the system must work every time I try to use it. (C) 2008 Fox Rothschild LLP 11

16 Relevance How are we doing? Centricity Status Firm Requirements Pending (Dashboards) Department t Version 1 Implemented Practice Industry Client Matter Task Version 1 Implemented Requirements Pending (Awareness) Version 1 Implemented Version 1 Implemented Requirements Complete (ex. Business Development) (C) 2008 Fox Rothschild LLP 16

17 Department/Practice Centric Content controlled by embedded authorized publishers - Precedent/Form Library - Topical Research Pages - Announcements - Links and Documents (C) 2008 Fox Rothschild LLP 17

25 Usability Strategies for Usability - More of an art than an science - Simplify Identify the primary purpose for each page or site and link and stick to it (no irrelevant information) (C) 2008 Fox Rothschild LLP 25

29 Final Question Question: How can firms use these tools to get the right information to the right people at the right time for better business decisions and more effective client service? (C) 2008 Fox Rothschild LLP 29

30 Final Question Question: How can firms use these tools to get the right information to the right people at the right time for better business decisions and more effective client service? Our Answer: Provide timely, permissive access to information in the context to the task at hand. - Timely Push, don t pull. - Permissive If they can see it, they can use it - Access - Why make them choose among 3 sources when you can give them 1 solution - Contextual/Relevant Information content focused around a single use case (research) (C) 2008 Fox Rothschild LLP 30

31 Lessons Learned Enterprise Content Management (by any name) is a process, not a product TALK with ANYONE. Know the needs of the organization. Base content and structure around a use case or business problem - Need quick access to client financial information without bothering to learn <your financial reporting tool> - Want to have snapshot of how the department is doing with their collections - Need to find the name of someone who has experience with ANSI. - I just want to know the best tools to use to get my research done. Make finding answers easy and clients will get better product. (C) 2008 Fox Rothschild LLP 31

33 Where is Fox Rothschild in this process? Know the Organization Know the Enterprise Systems Build a system that brings information together in context Repeat We are beginning version 2 the endless pursuit of perfection. (C) 2008 Fox Rothschild LLP 33

34 Catherine Monte James Tuvell Chief Knowledge Officer Fox Rothschild LLP th hild Manager of Knowledge Services Fox Rothschild LLP th hild Enterprise Content Management: Strategies and Lessons Learned Using SharePoint (C) 2008 Fox Rothschild LLP 34

35 CHARLOTTE CHICAGO GENEVA LONDON LOS ANGELES MOSCOW NEW YORK NEWARK PARIS SAN FRANCISCO WASHINGTON, D.C. Enterprise Content Management A User's s Perspective Winston & Strawn LLP 2008

36 Client Service: How the Client Sees It Client contacts Attorney seeking assistance Attorney provides timely, complete response Question Client Communication 36 Winston & Strawn LLP 2008

37 Client Service: How the Attorney Sees It Client contacts Attorney seeking assistance Question Research Attorney engages in research, factual investigation and drafts applicable documents Attorney provides timely, complete response Client Communication 37 Winston & Strawn LLP 2008

38 The Attorney s Dilemma Conflicts Intranet CMS Precedent collections 38 Winston & Strawn LLP 2008

39 The Attorney s Workflow Lawyer rummages through multiple open applications Lawyer checks firm's files, library resources Lawyer phones colleagues to ask if they know the answer Lawyer sends "RFI" to "All Attorneys" Lawyer gives up and searches on Google 39 Winston & Strawn LLP 2008

40 Enterprise Content Management Locate and deliver content which is: From multiple sources Relevant Complete User-friendly Trusted 40 Winston & Strawn LLP 2008

41 How Can ECM Help? An Example Internal Firm Experience Archive Draws content from multiple existing sources within the Firm Pushes content to firm's external website 41 Winston & Strawn LLP 2008

42 Locating Relevant Experience Lawyer begins internal research by searching the archive 42 Winston & Strawn LLP 2008

43 Locating Relevant Experience 43 Winston & Strawn LLP 2008

44 Experience Description Information pulled from CMS, Conflicts, Accounting and HR systems 44 Winston & Strawn LLP 2008

45 Locating Internal Resources Team members field is populated from CMS / Accounting system 45 Winston & Strawn LLP 2008

46 Locating Key Related Documents Documents are populated from Document Management system 46 Winston & Strawn LLP 2008

47 Internal Publication with transaction summary automatically generated Includes hyperlink to full archive entry 47 Winston & Strawn LLP 2008

48 External Publication Lawyer submitting report can authorize external publication 48 Winston & Strawn LLP 2008

49 External Publication 49 Winston & Strawn LLP 2008

50 External Publication Attorney Experience 50 Winston & Strawn LLP 2008

53 External Publication Industry & Practice Experience 53 Winston & Strawn LLP 2008

54 Design ECM Tools and Processes to Support the Lawyer s Workflow Content Gathering Make the process as painless as possible for those providing content Integrate with existing systems to pre-populate applicable information Build in carrots, not just sticks Content Delivery Make the searching and review process as simple as possible Organize information in recognized ways Provide easy access to underlying applications Content Publication Consistent internal and external information where appropriate 54 Winston & Strawn LLP 2008

55 CHARLOTTE CHICAGO GENEVA LONDON LOS ANGELES MOSCOW NEW YORK NEWARK PARIS SAN FRANCISCO WASHINGTON, D.C. Thank you. Winston & Strawn LLP 2008