Boost Collaboration within Knowledge Management Systems.
December 11, 2024
Clare Bilobrk | Information Industry Specialist | Baileys Solutions
How to ensure end-user engagement and buy-in for KMS
Knowledge management (KM) isn’t just for specialists - it’s everyone’s business in a law firm. When effectively integrated, KM streamlines workflows, boosts collaboration, and drives innovation. It’s not about adding to the workload; it’s about making knowledge-sharing a seamless part of daily routines.
In this article, we delve into recent KM thought leadership and share practical strategies to encourage engagement. We’ll also offer a timely reminder: even the informal exchange of insights counts as knowledge management. With the right approach, KM becomes more than just a concept—it becomes a powerful tool that enhances everyday work.
The latest – and a classic – in KM thought
What’s the latest from the world of KM?
At the AALL 2024 Conference in Chicago, the focus was on the transformative impact of emerging technologies, such as artificial intelligence (AI), on KM and legal research. Key sessions examined how AI tools are enhancing legal professionals' ability to analyse vast data sets, streamline document review, and refine research workflows, making KM systems more efficient and responsive.
Similarly, at The Knowledge Summit 2024 in Dublin, speakers emphasised the importance of engaged leadership in supporting KM initiatives, with knowledge sharing highlighted as a firm-wide benefit rather than an individual task. However, one reviewer of this conference reminded us
“we always know more than we can say, we will always say more than we can write down.”
And on that vital tacit knowledge theme, did you read this recent article about a KM classic? In "Talking About Machines," Julian E. Orr noted that knowledge sharing often occurs through informal conversations and collaborative troubleshooting. This highlights the need for KM systems to not only store knowledge but also facilitate social processes like mentorship and peer collaboration for sharing tacit knowledge.
The final session I want to highlight here was the “Demystifying KM: How Information/Research and KM teams can work together” hosted by the BIALL KM Special Interest Group. I feel that the information role hasn’t changed dramatically over the past 20-odd years. We remain central to the organisation, connected and connecting with every department, employing our curiosity, flexibility, and adaptability along the way.
Legal information professionals mean efficiency, collaboration, and innovation – and a wealth of soft skills - when they talk about KM. We help implement systems and processes that help law firms thrive. Knowledge and information professionals are more than information custodians; they are strategic partners in driving firm performance.
Practical ways to drive KM engagement and buy-in
To foster a vibrant knowledge-sharing culture, KM must become part of the daily workflow. Here are three practical ways to enhance KM engagement and secure user buy-in:
1. Embed KM into daily workflows
For KM to succeed, it needs to be a seamless part of everyday tasks. When KM tools feel intuitive and naturally integrated into daily work, they are more likely to be used consistently.
- User-friendly systems: Choose an information management system like KnowAll Matrix that allows users to directly contribute to the firm’s knowledge base. When users can easily add and access relevant resources, KM becomes a collaborative asset.
- Ownership and investment: When people shape the knowledge base by adding valuable insights, they feel more invested in the system’s success. This sense of ownership encourages frequent use and strengthens the value of KM across the firm.
2. Empower KM champions to lead training and engagement
Training is essential for user adoption, but a system gains momentum when led by KM champions - colleagues who influence their teams and are enthusiastic about KM. With the right support from the information/research teams, these champions become advocates, helping to engage and inspire others.
- Tailored training: Offer training sessions tailored to distinct groups (e.g., senior partners, PSLs, business development teams and associates). These sessions should demonstrate specific KM benefits relevant to each group’s daily work.
- Accessible resources: Provide guides, FAQs, and other support resources that are easy to access, so users can quickly find help when they need it.
- KM champions: Leverage department heads and practice group leaders to serve as KM champions who promote systems within their teams, encourage active participation, and provide feedback for continuous improvement. Yes, and ensuring you document outcomes of knowledge meetings and informal conversations!
3. Enhance KM through strategic initiatives
Strategic initiatives can transform KM from a back-office function into a core part of business planning and operations. Here are a few initiatives that can drive adoption and engagement:
- Supporting business planning and strategy
Initiative: Conduct sector research and market analysis to gather competitor intelligence.
Engagement tie-in: Create a collaborative space in the KM system for teams to share insights, contributing directly to strategic discussions.
Example: Hold quarterly sessions where departments present research findings, encouraging collaboration and future-forward thinking.
- Training and tool promotion
Initiative: Organise training programs and promote KM tools through roadshows, highlighting their impact.
Engagement tie-in: Use learner-led, interactive, hands-on workshops to make training engaging and memorable.
Example: Host a “Knowledge Week” with workshops, client involvement, guest speakers, and case studies that highlight KM’s impact.
Reducing non-chargeable work
Initiative: Streamline processes and improve system integration to reduce time spent on non-chargeable work.
Engagement tie-in: Gather user feedback to identify pain points and continually improve KM functionality.
Example: Provide one-stop access to all resources to allow users to find information efficiently. This could include SSO for document management systems, library management systems, knowledge banks etc.
Conclusion
Engaging end-users and securing their buy-in for KM and KM systems is essential for law firms looking to foster a vibrant culture of collaboration and efficiency. As legal information professionals, we have the unique opportunity to transform KM from a mere concept into a vital part of our daily operations.
Training and support are critical to overcoming any concerns around new systems. By identifying knowledge champions within our teams, we can create a supportive network that encourages ongoing learning and active participation. Tailored training sessions can ensure that all staff members feel confident and equipped to make the most of KM tools, driving engagement across the board.
Ultimately, cultivating a thriving knowledge-sharing culture where people gather to share information is a journey that requires us all to come together. By demonstrating the tangible benefits of KM and actively involving everyone in its development, we can enhance our client service and drive innovation in our firms.
About the Author
As Information Industry Specialist at Bailey Solutions, Clare bring's over 25 years of experience in the legal information world, and more recently, over 6 years in the lively and fast moving world of legal tech. Her journey has been fueled by a passion for listening to and engaging with other information professionals to share and expand all our expertise and knowledge.
https://baileysolutions.co.uk/
Article references available on request.
The views and opinions expressed in this article are those of the authors and contributors and do not necessarily reflect the official policy or position of Prenax.
