ECM G MCM: Putting Great KM Ideas into Practiceilta.personifycloud.com/webfiles/productfiles/698494/... · 2011-09-22 · ECM G MCM: Putting Great KM Ideas into Practice (#INFO15)
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CM G MECM: Putting Great KM Ideas into Practice (#INFO15)
Karen Stein
into Practice (#INFO15)
Mark Salamon
Senior Manager, Custom SolutionsRopes & Gray LLP
Senior Knowledge AnalystOrrick, Herrington & Sutcliffe LLP
Kate SimpsonKate Simpson
Information & Knowledge ArchitectTangledom, Inc
Kate SimpsonKate Simpson
www.tangledom.com
kate@tangledom comkate@tangledom.com
@k8simpson
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Image: Tangledom’s “Jenkin”
“Every block of stone has a d d h kstatue inside it and it is the task
of the sculptor to discover it”- Michelangelo
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Image: Michelangelo, Captive, Tomb of Julius II, 1519-36
How can you take your raw data How can you take your raw data, which may be as impenetrable as a block of marble, or as scary as a blank canvas…
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
… and turn it into something f l f l b f l duseful; if not also beautiful and
timeless?
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Image: Frédéric Bartholdi, The Statue of Liberty, Liberty Island in New York Harbor, 1886
The Power (or Grace) of hThrees
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Image: Antonio Canova, The Three Graces, V&A, 1814-1817
Thalia (youth and beauty) is accompanied by Euphrosyne (mirth), and Aglaia (elegance).
Our ECM/KM Triangle:
data
toolsvision
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Whilst acknowledging that some of our IT project triangles tend of our IT project triangles tend to include compromises…
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
… that does not make them impossible impossible
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Image: The mathematician Roger Penrose devised and popularized it in the 1950s, describing it as "impossibility in its purest form".
DATAUnderstanding What You Have
DATA
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
DATADATA
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Image: Scott Adams, Dilbert, September 10, 2001
1 R f ti l I t it 1. Referential Integrity: Joining data on a unique ID/key
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Leonardo da Vinci, Vitruvian Man, 1487
2 D t Q lit 2. Data Quality: Rubbish In. Rubbish Out.
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Oscar the Grouch, Old Street, London
3 D t S it & P i 3. Data Security & Privacy: Knowing what can and should be shared with others
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Leonardo da Vinci, c. 1503–1519 Musée du Louvre, Paris
TOOLSUnderstanding How You’ll Get What You Want
TOOLS
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
U d t di t h i l t k Understanding your technical stack & capabilities
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
My Cat, London, 2009
1 P h1. PowerhousesDeciding between OOTB and Configuration
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Mark Heath, CartoonStock.com, 2011
2 ECM Pl tf2. ECM Platforms= Mashups & Integration
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Kim Piotrowski, http://kipiboo.blogspot.com, August 2010
3 UX3. UXWe need good UI design
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Steve Jobs, Apple iPad Keynote, January 2010
“Technology provides no benefits of its own; it is the application of technology to business
opportunities that produces ROI”- Robert McDowell: In Search of Business Value
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
VISIONUnderstanding What You Want
VISION
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Design matters Design matters. Design is your vision.
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Apple iPhone
1 D i Skill1. Design SkillsAppreciate and leverage design skills
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Steve Krug: “Don’t Make Me Think!”
2. Architectural & Design HeuristicsAligning design principles with business Aligning design principles with business needs
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
The Louvre, Paris
3. Communicating Great IdeasDesigning a shared vision
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Model of St. Paul’s Cathedral, London
Pondering Life’s Imponderables
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Auguste Rodin, The Thinker, 1902, Musée Rodin, Paris
Our ECM/KM Triangle:
data
toolsvision
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
ECM: Putting Great KM Ideas into Practice
Karen SteinSenior Manager, Custom SolutionsRopes & Gray LLP (guilty of all slide deck issues)
Actually, Super Sub Suzanne Willette – WoolfActually, Super Sub Suzanne Willette Woolf
Senior Business Analyst
Case Study: Client PortalCase Study: Client Portal
• Business Need: Easier access to content and Business Need: Easier access to content and data
• Current state: Multiple systems, siloed, of course
• Goal: Aggregate the content and data in one web view for client and matter teams
We’re going to create a work of art!
DATAUnderstanding What You Have
DATA
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
ScopeScope
• Which data and content are most important?Which data and content are most important?• Investigate the owners of this data/content• Evaluate its condition
• Prioritize a multi-phased project
Leverage Source SystemsLeverage Source Systems
• EliteElite• InterAction
M• iManage• SharePoint sites• Lexis Publisher
Pulling data and content from source systems
Darn DataDarn Data
• Many unpleasant surprisesMany unpleasant surprises• We have trouble standardizing on terms.
I i Cli S b l Cli ID Fil S b l?– Is it a Client Symbol, Client ID, File Symbol?
• How do we “represent” a client if we have multiple Client IDs for one actual entity?
Many Client IDs for one client(Th h 85!)(This one has 85!)
Double Darn DataDouble Darn Data
• The data warehouse and the common data The data warehouse and the common data repository are great in theory; in practice…not so muchso much.
• What is the “official” address of the client?
I am so tired of data…I am so tired of data…
• Lots of angst around financial dataLots of angst around financial data– “You can’t possibly show everyone that!”
• Ethi l W ll id ti• Ethical Walls considerations
Not so sure we can create a masterpiece(Perhaps I’ll set my expectations a bit lower.)
TOOLSUnderstanding How You’ll Get What You Want
TOOLS
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Technology ConsiderationsTechnology Considerations
• SharePoint solutionSharePoint solution• Telerik controls
A f• SOA for extensibility• Assess in house talent versus outside sources• Security considerations
Functionality ChoicesFunctionality Choices• Billing and Invoices• Business Development• Client and Matter Workspaces in DMSClient and Matter Workspaces in DMS• Closing Binders• Contacts• Events and Reminders• News• TimekeepersTimekeepers
Client Workspaces
News
Timekeepers
We’re going to build something cool, new and wonderful…or go mad trying!
VISIONUnderstanding What You Want
VISION
#INFO15 - Kate Simpson, Tangledom Inc. - @k8simpson
Objectives and PrioritiesObjectives and Priorities
• So many ideas Which are key? Which map So many ideas. Which are key? Which map to overall roadmap?
• What data is read for primetime?• What data is ready for primetime?• Build something new and different…but it can’t
ffbe too new and different…• Will the system of record be changing soon?
Expanding Our Idea of TeamExpanding Our Idea of Team
• Librarians key to building news searchesLibrarians key to building news searches• Business development looking for a technology
sol tionsolution• Practice Development wants a “practice view”• Litigators vs Corporate lawyers• Listen to people across the firmp p
Communicating VisionCommunicating Vision
• If you build it will they come?If you build it, will they come?• Are lawyers ready to work in a new way?
W• What is the best way to deploy?• What kind of training is necessary?• Early adopters want more, more, more.
Evolution Evolution
• Phased approach First step on a long road Phased approach. First step on a long road. • More integration needed and wanted.
f• Stirred up demand for a true data governance effort.
Client Portal Screen Shot
Results So FarResults So Far
• Delivered planned functionality butDelivered planned functionality, but…– Ethical Walls solution still not fully in place
Still rolling out more slowly than we’d like– Still rolling out more slowly than we d like– Many applications still not included
C ti d d f k t t d th – Competing demand for key resources to extend the functionality
Final ThoughtsFinal Thoughts
• A good first stepA good first step• Re-focus on what we want to get out of our
man s stemsmany systems• Leveraging tools, technologies and skills that
f CM & Mwill allow for continued ECM & KM development
Thank you very much, Nashville!
ECM: Putting Great KM Ideas into Practice
(Plus a Free Lesson in Art History)
Case Study: Who Knows Whom(aka WKW)
• Driver/Business Need Obtain useful Driver/Business Need. Obtain useful information about a third party from a trusted resource: the people at your firm resource: the people at your firm.
• Current Solution. “Does anybody know…” mass emails which wastes time and often does mass emails, which wastes time and often does not lead to any results.Al S f f Sh d• Alternative Source of Information. Shared contact information stored in InterAction.
WKW: InterAction HurdlesWKW: InterAction Hurdles
• How to leverage this dataHow to leverage this data.• InterAction has an overwhelming and confusing
interfaceinterface• Too much information and too many options are
provided• Unfamiliar interface (another interface)• So we started with…
Where’s Data?(I can promise you, this is no day at the beach!)
WKW: Understanding the DataWKW: Understanding the Data
• What data do we haveWhat data do we have• CRM team could only provide so much
g idance beca se the data the see is guidance, because the data they see is abstracted from the raw data
A• The InterAction database is very complicated…
Overwhelmed by ComplexityOverwhelmed by Complexity
• The InterAction The InterAction database schema (5.5’ high x 5’ wide!)
• But, this is the raw materials from which to (hopefully) create a masterpiece
You Need To Dive inand Expose Yourself to the Data
WKW: Understanding the DataWKW: Understanding the Data
• Like InterAction most data is stored in a Like InterAction, most data is stored in a relational database
• The onl wa to nderstand it is to learn SQL• The only way to understand it is to learn SQL• Tempting to rely on IT and/or Reports to give
fyou a proxy version of this data• You need to examine the raw data yourself to
really understand what is there and its warts/shortcomings…
WKW: Understanding the DataWKW: Understanding the Data
• Several weeks later we learned:Several weeks later, we learned:• The data can only be cleaned by the CRM
team We co ldn’t tackle that end (O er team. We couldn’t tackle that end. (Over 250,000 individuals.) But it was good enough to work withto work with.
• Personal information was being shared (hair l d d b ) h d f lstylist, credit card numbers), so we had to filter
those out as much as possible.
WKW: Understanding the DataWKW: Understanding the Data
• People may not have realized that they were People may not have realized that they were sharing this information (security by obscurity), we didn’t want to scare these people away we didn t want to scare these people away from continuing to share
• Other information is strictly private exclude • Other information is strictly private; exclude that entirely.O l f h d h ld b• Only focus on the data that would be meaningful
WKW: Building the SolutionWKW: Building the Solution
• Using a search interface that users were Using a search interface that users were already familiar with: Enterprise Search/RecommindSearch/Recommind
Our MasterpieceOur Masterpiece
WKW: Search Results (Query)WKW: Search Results (Query)
WKW: Search Results (Filters)WKW: Search Results (Filters)
WKW: Displaying the Native UIWKW: Displaying the Native UI
[WKW: Advanced Search][WKW: Advanced Search]
WKW: Extra FeaturesWKW: Extra Features
Accessing External Data Power Feature: Export ResultsAccessing External Data Power Feature: Export Results
Look, But Don’t TouchLook, But Don t Touch
Venus de MiloVenus de Milo
“Often discussed, much admired, seldom embraced”
Questions? Questions?
• Kate Simpson TangledomKate Simpson, Tangledom– kate@tangledom.com
• Karen Stein, Ropes & Gray– Karen.Stein@ropesgray.com
• Mark Salamon, Orrick– msalamon@orrick commsalamon@orrick.com
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