Measurement Theory and Practice

Hélène RussellEmma Dufty

©TheKnowledgeBusiness

Greenwoods Solicitors is a trading name of Parabis Law LLP

Who am I?

Intro Theory Case study 1 Case study 2

Hélène Russell

The Knowledge

Business

Author

Knowledge Network

WestExec-MBA

Solicitor non-

practising

Who am I?

Intro Theory Case study 1 Case study 2

Emma Dufty

Head of Knowledge

MarketingIntranet/extranet

Chartered Information Professional

Greenwoods Solicitors is a trading name of Parabis Law LLP

What will we cover?

Intro Theory Case study 1 Case study 2

Measurement theory & lessons

learned

Case studyFirm-wide project

Case study Small-scale PSL

project

What have I learned?

Intro Theory Case study 1 Case study 2

• It isn’t straightforward, but it is worthwhile.• Focus on the business benefit of measuring.• Multi-faceted approach and avoiding gaming.

Gaming

People are almost always more intelligent

than systems

What gets measured, gets done

Intro Theory Case study 1 Case study 2

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

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

Case study 1: current awareness blog

• Measuring effectiveness (cost neutral) • Stats - readership• Feedback from LIS• User-survey

60% readership response90% read it most or all of the timeNo one wanted to revert to status quo

Intro Theory Case study 1 Case study 2

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

Case study 2: Learning systems

Deloitte review of training costs

Drivers – compliance, cost, mergersMeasures – primarily financial

Intro Theory Case study 1 Case study 2

Greenwoods Solicitors is a trading name of Parabis Law LLP

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

Further Resources

Intro Theory Case study 1 Case study 2

Contact helenerussell@theknowledgebusiness.co.uk

Chapter 9, Knowledge Management Handbook, The Law Society

Stay in touch

Hélène RussellTel: 07548 912 779

E: helenerussell@theknowledgebusiness.co.ukTwitter: @heleneadby

Blog: knowledge4lawyers.wordpress.comFB: The Knowledge Business

L-In: uk.linkedin.com/in/helenerussellW: www.theknowledgebusiness.co.uk

News: www.tinyurl.com/tkbnews

Emma DuftyTel: 01908 298 241

E: emma@greenwoods-solicitors.com