Introducing a social intranet at Freshfields Bruckhaus Deringer

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Steve Perry, former Head of KM at Freshfields Bruckhaus Deringer LLP, talked about the development and deployment of a new Intranet at Freshfields during the Confluence User Group in London.

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Introducing a social intranet at Freshfields Bruckhaus Deringer

  1. 1. Confluence User Group 28 April 2010 Stephen Perry Knowledge and Information Management Adviser
  2. 2. Agenda <ul><li>Business need </li></ul><ul><li>Example uses </li></ul><ul><li>Change management elements </li></ul><ul><li>Lessons learnt </li></ul><ul><li>Overall result </li></ul>
  3. 3. Business need <ul><ul><li>Needed to move away from the static intranet to a more collaborative, participative and dynamic environment </li></ul></ul><ul><ul><li>Content was out-of-date, difficult to find and complex to maintain </li></ul></ul><ul><ul><li>High resource/time costs due to repetitive, labour intensive processes with long review cycles and limited number of editors </li></ul></ul><ul><ul><li>Interfaces not consistent or easy to use </li></ul></ul><ul><ul><li>Low user satisfaction and usage </li></ul></ul>
  4. 4. Example – Private Equity Group
  5. 5. Example – ITG Sector Group
  6. 6. Example uses <ul><ul><li>Creating a document </li></ul></ul><ul><ul><ul><li>Groups quickly create Wiki spaces for pitches, thought leadership or know-how </li></ul></ul></ul><ul><ul><ul><li>Globally dispersed teams are directed to the Wiki to make their contributions </li></ul></ul></ul><ul><ul><ul><li>Central team then collates the information and builds the document from all the material in one space </li></ul></ul></ul><ul><ul><li>US Partners discussion forum </li></ul></ul><ul><ul><ul><li>Wiki space allows the US Partners to discuss, debate and agree the key issues facing the business </li></ul></ul></ul>
  7. 7. Change management elements <ul><ul><li>Adoption </li></ul></ul><ul><ul><ul><li>Basic & Advanced training (via face-to face & Webex) </li></ul></ul></ul><ul><ul><ul><li>5 minute ‘viewlet’ created for Fee-earners </li></ul></ul></ul><ul><ul><ul><li>Project Wiki & on-line support </li></ul></ul></ul><ul><ul><li>Sense of friendly ‘competition’ </li></ul></ul><ul><ul><li>Consistency not necessary </li></ul></ul><ul><ul><li>Participation not mandated </li></ul></ul><ul><ul><li>Key influencers targeted </li></ul></ul><ul><ul><li>Increasing collaboration to drive business benefits </li></ul></ul>
  8. 8. Lessons learnt <ul><ul><li>What would we have done differently? </li></ul></ul><ul><ul><ul><li>Planned the content migration in more detail </li></ul></ul></ul><ul><ul><ul><li>Agreed earlier how to measure and monitor usage </li></ul></ul></ul><ul><ul><ul><li>Identified more business processes which would benefit from the Wiki </li></ul></ul></ul><ul><ul><ul><li>Initiated more two-way communication between users and the central team </li></ul></ul></ul><ul><ul><ul><li>Built a coalition </li></ul></ul></ul><ul><ul><li>What worked well? </li></ul></ul><ul><ul><ul><li>Tight/loose approach </li></ul></ul></ul><ul><ul><ul><li>Clear business need and part of the firm’s strategy </li></ul></ul></ul><ul><ul><ul><li>Did not over-promise </li></ul></ul></ul><ul><ul><ul><li>Focus on usability and user centric design </li></ul></ul></ul><ul><ul><ul><li>Communication of good practice </li></ul></ul></ul>
  9. 9. Overall result <ul><ul><li>Increased intranet use and participation </li></ul></ul><ul><ul><li>Cost-effective capture, maintenance and delivery of firm and client-related information </li></ul></ul><ul><ul><li>Better informed staff with access to timely and relevant legal intelligence </li></ul></ul><ul><ul><li>Improved collaboration and knowledge sharing between globally dispersed teams </li></ul></ul><ul><ul><li>Huge demand for new content areas </li></ul></ul><ul><ul><li>Users have now adopted the intranet as their own </li></ul></ul>
  10. 10. Additional material
  11. 11. Example - iFreshfields
  12. 12. Why we chose Confluence to replace FrontPage <ul><ul><li>Needed lightweight, flexible, low cost approach </li></ul></ul><ul><ul><li>Wanted ownership of content in our practice/sector groups </li></ul></ul><ul><ul><li>Supported a structured intranet and flexible collaboration spaces </li></ul></ul><ul><ul><li>Ease of use and simplicity </li></ul></ul><ul><ul><li>Low barrier to participation </li></ul></ul><ul><ul><li>Recognised as ‘best-of-breed’ </li></ul></ul>

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