Robyna May

Director – IT & Knowledge

Cooper Grace Ward Lawyers

Embedding Information Management into your Firm’s Culture

Who am I?

• Robyna May, Director – IT & Knowledge, Cooper Grace Ward Lawyers

• 12 years experience in IT (developer background)

• 5 years in IT management

• Contact Details: robyna.may@cgw.com.au

What I will cover….

• Cultural challenges with Information Management (IM)

• Establishing IM touch points

• Illustrating the value of IM

• Getting the best return on existing applications

• How to get staff to “own” their training

Process & Training

• Accurate • Easy to access • Many view points

Information Management

Capture Information

Maintain Information

Deliver Information

• Ensure information remains relevant

• Single source of truth • Data quality

• Capture at best time • Ease of use • Background capture

Information Management

Capturing information,

Delivering information &

Accessing information

Technology & Process

Training

Ownership & Adoption

Information Management Culture

Bre

ak

Op

po

rtun

ity

Bre

ak

Op

po

rtun

ity

Bre

ak

Op

po

rtun

ity

The vicious cycle

IM issue needs to be addressed

Ask Lawyers for input

Unavailable due to time constraints

Put forth a solution

with minimal

input

Solution doesn’t

meet needs

Ways to break the cycle

• Information Management focus group

• Partner sponsor

• Demonstrate quick wins first

• Demonstrate time value

• Start small

• Listen and understand your users’ frustrations

How do I get the Lawyers to spend time on Information

Management?

How can I protect the billable hour of my clients?

Re-frame

Case Study: Focus group at CGW

• Reps from each work group

• Reps from a variety of positions

• Reps report back to their workgroups and champion projects

• We meet every four weeks and a mixture of items covered

• Demos and trials of new technology occur regulary

• Agenda circulated prior to meeting

• Minutes and action items circulated after meeting

• Provides a forum for whole team to put forth their challenges

Selection Tools

Consider whether of

benefit Ignore

Quick Wins Longer Term

Wins

LO

W IM

PA

CT

HIG

H

LOW Resources and Time HIGH

Selection Tools Cont.

overall

value

(strategic)

Information sharing across the organisation

Improving efficiency within teams

When/how to capture information

• Make use of information already captured

• Avoid repeat of entry

• Capture at time most relevant – whilst “in motion”

• Single source of truth

• Tools – Processes, accessing database content, collaboration spaces

When/how to present information

• Provide information in appropriate context

• Multiple views of single source

• Cater for a variety of learning styles

• Tools – portals (SharePoint)

Getting the best return on existing applications

The stone age has been defined as

the clever use of crude tools, the

information age is the crude use

of clever tools

“Owning” training

• Have a training strategy that covers all training (induction, project, internal etc.)

• Identify key competencies against particular groups

• Use self assessment tools so that users understand their limitations

• Ensure users know what they are expected to know (and what they aren’t and what they can access easily)

• Identify the key functionality that you want utilised and focus training on that

Training Layers

• Super users, hands on training - ongoing

Advanced

training

• Smaller groups, hands on training “How to” training

• Whole firm, focus on what they will be expected to know

Overview of application

• Whole firm, seminar style and other broadcast mediums

Awareness and strategy training

Reference & Support

• Not everyone needs to be an expert …

• But somebody does (and keep in mind succession and

availability of that person)

• Have easy to use reference resources

– Wikis

– Online training

– Videos

Training Cycle

Identify Training Needs

Design Training

Deliver Training

Evaluate Training

Test use of knowledge

Evaluation

• Measures how participants have reacted to the training. Reactions

• Measures what participants have learned from the training.

Learning

• Measures whether what was learned is being applied on the job.

Behaviour

• Measures whether the application of training is achieving results

• ROI layer

Results

Kirkpatrick's Four Levels of Evaluation

Kilpatrick’s

Evaluation

Layers

Online Training Resources

• Articulate - http://www.articulate.com/products/quizmaker-demos.php

• Camtasia - http://www.techsmith.com/camtasia/

• LMS – various available

• Utilise what’s available – e.g. Office 2010:

– Ribbon hero

– Search command ribbon

– Convert tools

– Productivity hub

Key Points

• Challenges of Information Management – Getting buy-in – Getting engagement – Demonstrating value – Getting ROI from investment in applications – Getting users to “own” their training

• Solutions – IM touch points – Listen to users and start small – Have a competency assessment program & a training

strategy – Train in a variety of methods – Utilise available training tools

Q & A