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© McGrigors LLP 2007
Effective knowledge sharing across support functions
Rachel WoodHead of Knowledge Management, McGrigors LLP
© McGrigors LLP 2007
Outline
Organisational structure – what and why McGrigors structure Good working relationships among support teams Knowledge sharing among support teams and working together
effectively on projects Knowledge management for support teams
© McGrigors LLP 2007
Information
External
Internal
Technology Knowledge
External technology links Provision of access to knowledge
Internal use of technology Internal Management of knowledge
Source: Richard Susskind
Transforming the Law
© McGrigors LLP 2007
Information
External
Internal
Technology Knowledge
External technology links Provision of access to knowledge
Internal Management of knowledge
Source: Richard Susskind
Transforming the Law
The pioneers (early 90’s):
IT?IS/Library?
© McGrigors LLP 2007
Information
External
Internal
Technology Knowledge
External technology links Provision of access to knowledge
Source: Richard Susskind
Transforming the Law
The pioneers (early 90’s):
IT?IS/Library?
Moving on (90’s – 2005):
IT?IS/Library?PSLs?Training?HR?
© McGrigors LLP 2007
Information
External
Internal
Technology Knowledge
Provision of access to knowledge
Source: Richard Susskind
Transforming the Law
The pioneers (early 90’s):
IT?IS/Library?
Moving on (90’s – 2005):
IT?IS/Library?PSLs?Training?HR?
Moving on (90’s – 2005):IT/Web Technology?IS/Library?PSLs?Training?HR?
© McGrigors LLP 2007
Information
External
Internal
Technology Knowledge
Moving on (90’s – 2005):IT/Web Technology?IS/Library?PSLs?Training?HR?
Current trends:
All of that + business development + risk …
(Where do we stop?!)
The pioneers (early 90’s):
IT?IS/Library?
Moving on (90’s – 2005):
IT?IS/Library?PSLs?Training?HR?
© McGrigors LLP 2007
Board
Risk & Knowledge Management Partner
Legal Advisor, Risk & Compliance
Head of Knowledge Management
Head of TrainingHead of IT
TrainingTeam
IT Team
Quality AssuranceAuditor
I.Q. (Quality Assurance)
Web TechManager
Information Services Manager
PSLs (co-reporting toteam leaders)
Web TechTeamIS Team
McGrigors RKM structure
© McGrigors LLP 2007
Benefits of McGrigors structure
Risk Management
Team
Knowledge
Management Team
documents,
processes &
training
Quality Performance
Reviews
© McGrigors LLP 2007
Good working relationships and knowledge sharing
© McGrigors LLP 2007
Practical examples of how to communicate
RKM strategy session Goals/objective setting Support Heads concalls Support Heads calendar Valuing People concalls Attend other’s team meetings Training calendar Project discussion boards Train together Informal chat
© McGrigors LLP 2007
Knowledge management for support teams
What?•Know-how/know-who databases•Training•Standard processes
Why?•Time•Expertise•Build a better business
© McGrigors LLP 2007
How to approach KM for support teams
Identify requirements
Design anddisseminate tools
Discover goodpractices
Monitor andimprove
Meet support team.
Ask them what core tasks and processes are.
Ask them what knowledge and info they need for these tasks and processes.
Tell them about KM resources.
What’s the first thing you do?
How do you do that?
How do you know when to do it?
What do you do next? Why?
What happens if something else is done?
What would make the process easier?
Knowhow database
Case management technology
Guidance on intranet
Training
News feeds/bulletins
Blogs/discussion forums
Set personal goals/objectives.
Meet again after 3 months/6 months etc.
Ask them what’s working and what’s not.
Modify and improve as required.
© McGrigors LLP 2007
Knowledge management for support teams
Examples of current McGrigors projects•Know-IT-all bulletin for KM team•Training for KM team•IS news feeds and updates for BD
Examples of pipeline McGrigors projects•Scoping checklists•Pricing databases•Financial management processes
Future McGrigors projects?•Tender database?•Concierge service?
© McGrigors LLP 2007
Conclusion
“Knowing is not enough; we must apply!”Goethe
Organise your firm. Communicate effectively and often. Produce documents, processes and training for support teams too. Lead the way to build a better business.
