Measurement theory and practice for PSLs, KMers and lawyers
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How do you measure the effectiveness of your KM projects as a lawyer or PSL? Some ideas and two case studies from the Ark PSL conference November 2013.
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Measurement theory and practice for PSLs, KMers and lawyers
- 1. Greenwoods Solicitors is a trading name of Parabis Law LLP Measurement Theory and Practice Hélène Russell Emma Dufty ©TheKnowledgeBusiness
- 2. Who am I? Knowledge Network West Author The Knowledge Business Intro Theory Exec-MBA Hélène Russell Case study 1 Solicitor nonpractising Case study 2
- 3. Who am I? Marketing Head of Knowledge Intro Theory Intranet/ extranet Emma Dufty Case study 1 Chartered Information Professional Case study 2 Greenwoods Solicitors is a trading name of Parabis Law LLP
- 4. What will we cover? Measurement theory & lessons learned Case study Small-scale PSL project Intro Case study Firm-wide project Theory Case study 1 Case study 2
- 5. What have I learned? • It isn’t straightforward, but it is worthwhile. • Focus on the business benefit of measuring. • Multi-faceted approach and avoiding gaming. Intro Theory Case study 1 Case study 2
- 6. Gaming People are almost always more intelligent than systems What gets measured, gets done Intro Theory Case study 1 Case study 2
- 7. Measurement ideas (1) •Know your purpose •Know your audience •Existing measurements •Budget •Quantitative & qualitative •Leading & lagging •Balanced scorecard Intro Theory Case study 1 Case study 2
- 8. Measurement ideas (2) Why? •Make me look good •Keep me informed •Show me results •Gain my trust •Under-promise, over-achieve •Key achievements within 3/6 months Intro Theory Case study 1 Case study 2
- 9. Case study 1: current awareness blog • Measuring effectiveness (cost neutral) • Stats - readership • Feedback from LIS • User-survey 60% readership response 90% read it most or all of the time No one wanted to revert to status quo Intro Theory Case study 1 Case study 2
- 10. Case study 1: CA blog • Storytelling • Informative yet not too serious • Refreshing in a mundane world • I tell my mates at other firms about our excellent blog • It makes me read stuff I wouldn’t otherwise Intro Theory Case study 1 Case study 2
- 11. Case study 2: Learning systems Deloitte review of training costs Drivers – compliance, cost, mergers Measures – primarily financial Intro Theory Case study 1 Case study 2 Greenwoods Solicitors is a trading name of Parabis Law LLP
- 12. Case study 2: Learning systems • But there are other considerations • networking • sharing tacit knowledge • marketing • unanticipated costs • More complex to measure • New plans... Intro Theory Case study 1 Case study 2 Greenwoods Solicitors is a trading name of Parabis Law LLP
- 13. Further Resources Contact helenerussell@theknowledgebusiness.co.uk Chapter 9, Knowledge Management Handbook, The Law Society Intro Theory Case study 1 Case study 2
- 14. Stay in touch Hélène Russell Tel: 07548 912 779 E: helenerussell@theknowledgebusiness.co.uk Twitter: @heleneadby Blog: knowledge4lawyers.wordpress.com FB: The Knowledge Business L-In: uk.linkedin.com/in/helenerussell W: www.theknowledgebusiness.co.uk News: www.tinyurl.com/tkbnews Emma Dufty Tel: 01908 298 241 E: emma@greenwoods-solicitors.com