As part of their Transforming Women’s Leadership series, Thomson Reuters’ Legal Executive Institute recently interviewed Marcia Burris, Director of Research and Knowledge Management at Nexsen Pruet, on her role in introducing knowledge management and collaboration platforms at her firm.
Innovation can be a loaded word in the legal industry, but broken down simply, it really means just introducing new things or methods to improve an established practice or process.
It’s a definition that Marcia Burris, Director of Research and Knowledge Management at Nexsen Pruet, knows well and has applied throughout the many phases of her career. Always centered around library services, Burris began her professional path as a legal entrepreneur and then as an internal library services manager at an Am Law 200 firm. She also supported law firms as a consultant, helping them optimize research and information services.
Burris joined Nexsen Pruet — a major regional commercial law firm with more than 180 attorneys in eight offices throughout the Carolinas — about two years ago. She immediately set out to innovate the firm’s research and library services and ultimately drive efficiencies in attorney workflow by identifying and removing barriers to information access.
In addition to expanding legal research training and resource awareness programs, Burris worked with firm leadership to revamp the firm’s approach to online costs so that attorneys could conduct research without concerns about these potential costs to their clients. To make online access more seamless for users, she also worked with vendors to remove client matter entry screens and implement a single sign-on to eliminate the need for passwords.
These changes have spurred growth in use of online tools, enabling the firm to cut print materials and save administrative time on cost recovery efforts.
On the knowledge management side, Burris said she is seeking to enhance access to internal firm knowledge and determine how the firm can do the same for clients. Internally, Burris launched a new intranet platform that integrates financial data dashboards and organizes other common information sets, paving the way for future enhancements and team collaboration sites. Externally, the firm is adding portals to facilitate client access to work products and case management information, and creating virtual deal rooms to add efficiency to those transactions. These sites help to strengthen client relationships through added practical efficiencies and partnership with clients.
Burris’s approach in creating collaboration platforms, both internal and external, is to start small with one or two targeted projects for a small group of users. This “first step” allows her to learn from each user group and incorporate that as she rolls out collaborative platforms to new user groups.
In the external client project, Burris is creating client-facing sites with basic functionality like file sharing and then enhancing the sites based on what the clients want. “It’s not just about the technology,” Burris says. “We’re trying to be strategic to have conversations with the firm’s attorneys and their clients and make sure we are providing content that is going to help them manage their legal matters.” This client-centric approach is enhanced through use of user-friendly tools over which attorneys have significant control.
This approach has worked well. When a seasoned attorney, who was piloting the tool for firm-client collaboration, built his own homepage with no formal training other than Burris opening up the tool and giving him a quick tour, she knew the platform would work well for attorneys throughout the firm.Continue reading