Smith & Jones LLP -
Taming the
Library Workflow Chaos
by Connie Crosby
PLC8002-09W2 course assignment
for Ivan Welsh
March 6, 2009

The fine print:
The following presentation was created for the course “Overview of ECM Technologies” in the
Information Management program at the Professional Learning Centre, Faculty of Information,
University of Toronto. The law firm Smith & Jones LLP and the scenario presented are fictitious.
Any similarities to an existing law firm or law firm library are purely coincidental and unintended.

[The Problem]

Lawyers are frustrated

Smith & Jones’
clients call with:
increasing legal needs
shorter deadlines
declining budgets

S&J Lawyers need answers
fast!

The Library is too
slow

Library staff are overwhelmed

What is the problem??

What everyone is saying...
disorganized Library unrealistic Lawyers
staff
over-demanding
overworked Library Lawyers
staff
the Lawyers don’t
inefficient Library understand the process
understaffed Library

What everyone is saying...
disorganized Library unrealistic Lawyers
staff
over-demanding
overworked Library Lawyers
staff
the Lawyers don’t
inefficient Library understand the process
understaffed Library
Who is right??

[The reality]

Since 2004 - S&J Client Work
Partner hours Associate hours

Since 2004 - Library Research Requests
Partner requests Associate & Student requests

Since 2004 - Incoming Library Mail
Pieces of mail (received & processed)

Perhaps this is a...

Workflow
Issue!

[What is Workflow?]

Workflow
model of interaction between various operations
shows tasks in sequence
achieves a desired outcome

Workflow Tech Will Resolve Problems
Library processes developed years ago
many changes
processes updated in an ad hoc way
missing visibility

evaluate the processes

improve efficiency

Go from
this....

Go from
this....
chaos!!

...to this!

Organized
& efficient!
...to this!

S&J Library Workflow Update
move away from ad-hoc procedures
define the steps better
standardize procedures
reduce inefficiency
make transparent to S&J Lawyers

Automating Workflow

Major Features
workflow is standardized
processing materials can be tracked
some tasks can be done simultaneously
workload between Library staff balanced
flexibility allows for exceptions as needed

Benefits of Automated Workflow
standardized procedures must be followed
some manual tasks can be automated
impact of employee absences reduced
employee performance can be measured
work and status are visible to S&J Lawyers

Considerations
keeping track of every task = more admin work
integration with existing systems may be tricky
cost

[In summary]

Library staff become more efficient

Lawyers see materials in process

and get answers faster!

S&J clients are impressed

Faster & cheaper.
Impressive.
S&J clients are impressed

[The bottom line]

The bottom line
S&J Operations: S&J Clients:
Library work done happier
more efficiently
bring more work
new Library staff not
give more referrals
needed
Lawyers can see
what is happening

The bottom line
S&J Operations: S&J Clients:
Library work done happier
more efficiently
bring more work
new Library staff not
give more referrals
needed
Happy
Lawyers can see Lawyers!
what is happening

The bottom line
S&J Operations: S&J Clients:
Library work done happier
more efficiently
bring more work
new Library staff not
give more referrals
needed
Happy
Lawyers can see Lawyers! woo hoo!
what is happening

Photo credits
image of businessman from stock.xchng http://www.sxc.hu/ - used under stock.xchng standard licensing
“Feelin’ Professional 2” by lemon_drop http://www.sxc.hu/photo/525103 - used under stock.xchng standard licensing
“Help!” by Arthur Legardo http://www.flickr.com/photos/arthurlegardo/1817247284/ - used under Creative Commons licensing
“workflow” by theps.net http://www.flickr.com/photos/saulalbert/2700974019/ - used under Creative Commons licensing
“concept” by theps.net http://www.flickr.com/photos/saulalbert/2700974025 - used under Creative Commons licensing
“telesales 1” by scholastic http://www.sxc.hu/photo/237476 - used under stock.xchng standard licensing
“.|Unique|.” by clix http://www.sxc.hu/photo/923718 - used under stock.xchng standard licensing
“Fastest Writer on the World” by Kriss Szkurlatowski http://www.sxc.hu/photo/1020206 used under stock.xchng standard licensing & extra conditions
“Feelin’ Professional 1” by lemon_drop http://www.sxc.hu/photo/525102 - used under stock.xchng standard licensing

Thank you!
Connie Crosby
Crosby Group Consulting
http://crosbygroup.ca
conniecrosby@gmail.com
416-919-6719