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Greenwoods Solicitors is a trading name of Parabis Law LLP

Measurement
Theory and Practice
Hélène Russell
Emma Dufty
©The...
Who am I?
Knowledge
Network
West
Author

The
Knowledge
Business

Intro

Theory

Exec-MBA

Hélène
Russell
Case study 1

Sol...
Who am I?
Marketing

Head of
Knowledge

Intro

Theory

Intranet/
extranet

Emma
Dufty
Case study 1

Chartered
Information
...
What will we cover?
Measurement
theory & lessons
learned

Case study
Small-scale
PSL project

Intro

Case study
Firm-wide
...
What have I learned?
• It isn’t straightforward, but it is worthwhile.
• Focus on the business benefit of measuring.
• Mul...
Gaming
People are almost always
more intelligent
than systems
What gets measured, gets done
Intro

Theory

Case study 1

C...
Measurement ideas (1)
•Know your purpose
•Know your audience
•Existing measurements
•Budget
•Quantitative & qualitative
•L...
Measurement ideas (2)
Why?
•Make me look good
•Keep me informed
•Show me results
•Gain my trust

•Under-promise, over-achi...
Case study 1:
current awareness blog
• Measuring effectiveness (cost neutral)
• Stats - readership
• Feedback from LIS
• U...
Case study 1: CA blog
• Storytelling
• Informative yet not too serious
• Refreshing in a mundane world
• I tell my mates a...
Case study 2: Learning
systems
Deloitte review of training costs
Drivers – compliance, cost, mergers
Measures – primarily ...
Case study 2: Learning
systems
• But there are other considerations
• networking
• sharing tacit knowledge
• marketing
• u...
Further Resources
Contact
helenerussell@theknowledgebusiness.co.uk
Chapter 9, Knowledge Management
Handbook, The Law Socie...
Stay in touch
Hélène Russell
Tel: 07548 912 779
E: helenerussell@theknowledgebusiness.co.uk
Twitter: @heleneadby
Blog: kno...
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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.

Publié dans : Business, Formation
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Measurement theory and practice for PSLs, KMers and lawyers

  1. 1. Greenwoods Solicitors is a trading name of Parabis Law LLP Measurement Theory and Practice Hélène Russell Emma Dufty ©TheKnowledgeBusiness
  2. 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. 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. 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. 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. 6. Gaming People are almost always more intelligent than systems What gets measured, gets done Intro Theory Case study 1 Case study 2
  7. 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. 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. 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. 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. 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. 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. 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. 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

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