Do you really know how your colleagues work? Do you really know what they need? Are you sure? If you don’t truly understand them, how can you provide the right knowledge management and technology support to help them?
Every time I hear someone in law firm knowledge management or IT say “Our lawyers would never…,” I’m tempted to ask them to produce the evidence for their assertion. All too often the person declaiming about the “lawyers” has never actually worked beside them for any meaningful period of time. However, this doesn’t stop them from making overly broad statements about “those lawyers” based on incomplete or misconstrued information.
How do they get themselves in this mess? There are any number of ways: collecting anecdotal information in an unsystematic way, failing to grasp the context for what they are being told, not understanding the business processes in which the lawyers are engaged, not discerning what motivates those lawyers, refusing to consider evidence that contradicts their preconceptions, etc. Regardless of how they found themselves in this mess, the consequences are not trivial. Their approach can prevent these knowledge management or IT personnel from offering services and resources that could materially improve the work life and work product of their lawyer colleagues. Further, it can be an enormous barrier to innovation when a service provide in KM or IT hides behind misguided impressions, rather than relying on facts.
So what’s the solution? At the recent ILTA 2010 Conference, we heard of several more fruitful approaches to understanding better how your internal clients work. Connie Hoffman (CIO at Bryan Cave) recommended engaging in active listening, as well as creating a close development partnership with the lawyers. Sandy Owen (Operations Director, Legal & Corporate Affairs, Intel Corporation) and Jessica Shawl (Operations Program Manager, Legal & Corporate Affairs, Intel Corporation) told us how Intel used flip cameras to document in video exactly how their in-house lawyers worked and ways in which technology made their lives easier or more challenging. They also conducted “web jams” to gather information on user needs from their internal clients.
Moving beyond the world of lawyers, Ted Schadler at Forrester recently recounted how Peter Hambling (CIO of Lloyd’s of London) set about to change the way the IT department interacted with the end-users at Lloyd’s:
They’ve … embedded IT staff directly into the cubicle farms of business employees; they’ve built innovative solutions with teams comprised of business and IT employees; they’ve created applications that empower employees to understand global risk through a familiar interactive map. They created a new contract with business managers and employees that gives IT professionals a place in the business.
So now you’ve seen some examples of ways to get closer to your internal clients and understand better how you can improve their work lives. If you’re tempted to try video, take a look at Life in a Day: the story of a single day on earth. It’s a rather extreme example of documenting how people work and live. Perhaps it will inspire you.
[Photo Credit: dsb nola]