By Cynthia L. Brown, Director Research Services at Littler Mendelson P.C..
This is a chapter from ARK Group’s new book Innovations in Legal KM and has been posted with permission from ARK Group.
Littler’s library, a division of the greater KM department, bridges information needs and answers through its one-stop-shop for all KM and library research inquiries and needs via the Knowledge Desk. The Knowledge Desk is available to all Littler attorneys and staff for any legal research, traditional library resources, KM requests or questions concerning our legal training group Littler Learning Group (LLG). Via the Knowledge Desk, attorneys are connected to subject matter experts, a vast collection of databases, print materials, practice groups, internal work product and proprietary data collections, through which our team can search efficiently to locate exact information.
We had distinct goals when creating the Knowledge Desk:
- Centralize the gathering of attorney’s questions;
- Use library, KM, and LLG more efficiently;
- Create time for higher level projects and innovation;
- Better serve our attorneys.
Our first step was to determine what types of questions were separately coming to the library, KM and LLG, and who was answering these questions. We reverse-engineered the services we were providing to our attorneys and staff. The team reviewed years of emails, and sifted through mountains of data collected in our ticket-tracking system. We discovered that questions were being sent to KM that should have been sent to the library, and high-level KM attorneys were gathering documents that could have been provided by a library assistant. We were doing the wrong work with the wrong people. Continue reading