This content discusses the critical role of knowledge management, specifically through case management systems, in transforming organizations by centralizing information, streamlining workflows, and improving operational efficiency.
Mind Map
Click to expand
Click to explore the full interactive mind map • Zoom, pan, and navigate
management platform that brings everyone
and everything together to enable teams
to work more effectively and tanya has
been working
at icann since 2004 and she's working
loads of different roles there
implementation consultant project
manager client delivery manager
chief operating officer general manager
and currently as ceo
as well and tanya will be talking about
transforming organizations through
knowledge management we've seen that
today we've just heard that
from a business leader in dell so
talking about organizations
uh transforming through knowledge
management use the technology and
considerations one
implementing a knowledge managed system
welcome tanya
thanks for joining us today glad you
could uh gladly great to have you with us
us
thank you very much david i'm really um
pleased that i saw a bit
session there because it does lead into
some of the things i want to talk about
today including some of those
information silos which we're going to be
be
diving in just now good stuff so
everything's rock and roll in this and
it looks great it's over to you thank
you thank you very much
thanks david okay as um david said i'm
tanya corsi
and i'm here to sort of explain
knowledge management from an area that
you may not always consider and that's
from your client perspective
um i came into knowledge managed
management through a rather circuitous
route i'm i'm kind of old school i did
i did an undergrad degree in
librarianship and information studies in
the 1990s
so i've been an advocate of good quality
data for over 30 years
and i've worked in many different roles
in many different industries as well as
my many different roles that i can
but the single unifying aspect of all of these
these
is the input classification and
retrieval of relevant
information is absolutely critical to
the success of
each and every organization
sorry i can't oh there we go so a little
bit about mike
so first of all the company name is a
little bit strange
but it is in fact a play on words i can
is actually scottish for i know and our
tagline is know what matters
our logo is a tree sometimes referred to
as a tree of knowledge
while others look at it as information
flowing up and down the routes and
pushing knowledge up and down the branches
branches
so we've been innovating developing and
improving our systems from the 1990s
we work with about 250 in-house teams
around complex organizations
now the majority of those are legal
teams now lawyers for those of you that
haven't had an opportunity
or luxury to work with some of them are
incredible knowledge workers they use
lots of different data at lots of
different times
and they store information like you
wouldn't believe
but we also work with about 12 to 13
other types of teams from strategic hr
contentious hr trading standards
governance teams lots of different areas
and we provide configurable case
management solutions to our clients
ensuring that our products align with
the needs of the organization
so we expect our clients to buy what
they need when they need it no more and
no less than that
and we've had many of our clients since
the early 2000s when our first
versions of the software um came
to market so we build those long-term relationships
relationships
we very much work in partnership with
our clients
as you would expect we're iso 27001 certified
certified
but it's configuration which set
separates us from some of our competitors
competitors
you can put your own data dictionaries
into our reporting suite you can build
your own workflows you do not
need to employ your own developers
the user units themselves can keep the
system up to date and managed
and we're also one of the few to
integrate fully
with our cloud platform and the google
suite as opposed to the ever dominant
micro microsoft so our ethos is that our users
users
are at the heart of everything we do
they should be able to manage the system
themselves with a little bit of help and
advice from us
and we're pretty light touch from a
it perspective we don't expect our users
to reinvent the wheel we make the
workflows that any of them build
shareable throughout any any
organization so if somebody's wanted to build
build
a subject access request or a debt recovery
recovery
or a contract management workflow those
are available
to any of our clients who wish to use it again
again
so here are some of the keywords
around aspects of the work that we do
for our clients
bet already talked about the impact of
covert 19
and that acceleration in digital transformation
transformation
so many organizations are trying to simplify
simplify
their it states and utilize flexible
systems such as case management and more
than one business unit
in fact one of our london border clients
has been trying to move from over 300
different business
applications to a core group of about 26.
26.
i'm almost intrigued to go back and see
how that journey is going
and if that brings with it the desire to
move to blended systems
and more integrations reusing
the data already entered in one place
and this gets us ever closer to that
holy grail that single point of truth
that we all love so much but it does
bring with a whole new set of concerns
we need to start thinking about our data
supply chains
the apis and integrations from a data
processor and data controller perspective
perspective
we need to think about data in transit
we need to
think about corporate wide naming conventions
conventions
we may we may also need to start
thinking about obfuscation and stood anonymization
anonymization
when we're pulling information out from
all of these different silos systems
and organizations like each of ours are working
working
our way methodically through some of these
these
but what is case management and why does
it differ from
knowledge management that you're also
familiar with
there's not really very much difference
case management systems are by their nature
nature
knowledge management systems so they assist
assist
individuals in their organizations to
manage their workloads and their
associated risks
and are configured to allow role-based
access so that only individuals for
teams who should be able to access that information
information
are able to do so they're built for
heavily regulated
and process driven work we're both structured
structured
and more importantly sometimes
unstructured data is held
so within our system and many others
here there's dates
there's alerts and escalations three
text fields that can be pulled into
reports or documents
you've got conditional formatting for
different scenarios and outcomes
you've got all sorts of different
documents you link your stakeholders
there's audit trails you manage deadlines
deadlines
you can input financial control such as
penalties and interest accumulation so
that when you send out our
revised invoice it can accommodate all
of those things
and all of this can be held searched
reported upon
and reused by those users and managers
that need to do so
so you can see there we've listed some
of the types of work that we
commonly help our system our clients with
with
many of our clients that are smaller you
know maybe in teams of sort of six to
twelve users
really like to use our system
as more of a document management system
an intelligent document
managed system where content searching querying
querying
and version controls really easy to conduct
where where you can work on complex documents
documents
where multiple changes variations and
their mend and amendments are required
by multiple stakeholders
and you can roll back to previous
versions and incorporate different things
things
lawyers love all of this stuff
procurement teams
love version control so this is
different from
some of the on-demand updates you know
when we're all working
in collaboration on live documents at
the same time
a lot of our clients don't like the
thought of that they like things like
attract changes
they like to be able to go and accept
certain things
and discard others or negotiate
obviously there's standard business
rules in place for example you can't
delete a case if there are documents activities
activities
or um workflows or anything associated
with it
and everything has full order in case logs
logs
obviously there's a standard reporting
system but let's have a real look at
what some of the elements some of which
you'll be very familiar with as
knowledge workers
some of which you may be less familiar
with and why there's such
so in reality the case management system
tends to be the first application that
users open
when they log in in the morning and it's
the last thing that they shut down
before finishing for the day
and this is true regardless of what type
of organization they work for
their case management system is going to
be the absolute heart of everything they do
do
so they may be booking leave on their hr portal
portal
they may be managing their inbox as well
but the case management system sits
alongside all of those other ones
so the client information is critical
here and that contains
all of the contact information about
that client who the main stakeholders are
are
who the main project contacts are
if there's any service level agreements
what intervals that client should be
billed at
there may be key performance indicators
built in there
you may have some work which has got
some statutory obligations such as child care
care
or subject access requests so there's a
huge amount of information held at that client
client
level and it's not just their contact details
details
the case information itself this is
incredibly important because in a case
management system as you would expect
everything refers back to the case at
one point or another
and this is for naming conventions and
standardized case types come into play
this is where you input data retention dates
dates
and you can search by information that's
sort of work in progress
whether it's closed what's been archived
and what's you for destruction
these can then be um you've also got
your case owner or your caseworkers any supervisors
supervisors
involved this is where you allocate risk
and complexity
some work standard very low risk to an
organization but some works incredibly
complex and needs a higher level of supervision
supervision
so you can put that information there
too you add in
other stakeholders that you're going to
and this is where access controls put in
place and this is incredibly important
so that only those people that should
have access to this case can do so
sometimes things are so confidential
that you also have to
um have a little bit of obfuscation
available within the naming conventions
because you may not want the fact
knowing that there's been a complaint
about the chief executive for instance
you may need to have a standard naming
convention to deal with those
so that when the case information goes into
into
wider sort of business analytics tools then
then
that information is withheld or
obfuscated in some way
the document store is king to all of
this as well so
it includes everything that's been
created received
imported and shared you can work with
predefined templates and precedents
pre-populated with metadata and other
core information
it's linked to matter types and links
directly to the workflow
flow so those free text and standard
fields can get pulled in
content searching is available and you know
know
you've got sort of content searching all
sorts of things available
when you've got sort of tens of
thousands of documents in one case
and what this means is that when when
the case workers away on holiday
or out of the office a colleague can
dive in and see exactly what's going on
when without having to access their
inbox as well because all of those
emails are stored in native format
within the file store
the workflows are incredibly important
and again these are sort of process
maps and they're linked back to work types
types
you can put lots of conditional
formatting in here so that
a user would only see the steps that's
available based on a set
criteria so you're only using the
documents or the dates
or slas that are relevant to that part
of the process
and they're also incredibly useful for
managers and supervisors
allowing a senior team to have an
oversight of risk
to see trends at a glance across cases
and a sense check that they're meeting
statutory deadlines
time recording is one of those areas
that unless
you're a lawyer you're probably less
familiar with
but lots of us recharge time back to our
internal departments and most of our
clients use this to provide
estimates of costs to court there's many
different ways to time record you've got
automatic document time recording you've got
got
um stopwatches retrospective time recording
recording
you can upload time in six minute units
you can do all varieties are out there
but all of all this is is showing the
value that this particular user
and the team add back to the organization
organization
and a lot of our clients use their time
recording data
to gather evidence to grow their teams
so it's incredibly easy for them to
build a good business case to get more people
people
to help them get through the workload at
peaks and troughs
reporting for all of us you know this is
the most important thing of all
you know when you put data in you need
to be able to get visibility of that at
any point
so you can you can get any information
out from workflows
from um gap analysis you
can look at who's the average time that
cases are open the average amount of
time it would take to do a particular
piece of work so you can
improve your rates and your
um slas with your clients
billing is for those commercial teams
that really want to use recharging and
our billing
can often interact and integrate with
some finance systems
so that course codes can be produced and
projects are allocated against that
audit trails and logs i've not put on
here but again
incredibly important you all need
oversight of who's been trying to access what
what
if there's been an issue what's going
wrong that's where we are with all of that
that
and the last one on there and this is
very much
anyone that's involved in tribunals
anybody that's doing
large-scale report building but most
commonly court bundling itself
so this is the chelation indexing and
paginate paginating and date
and in section order pre-specified
by individual judges or court preferences
preferences
all of the documents photographic and
illustrative images
relating to the case in question and
then it can be shared and uploaded into
digital courtrooms and so on
so this is an incr it's relatively new
it still surprises me how many people i
see trying to deal with paper bundles it
it is insane in this day and age so that's
that's
in reality the key aspect of a case
management system
so your knowledge base your the
information you publish
the wikis are all within this aspect
for the terminology that you may be more
bit talked earlier about digital
transformation and what that means
for um organizations and for clients
and we found that we're doing an awful
lot more education on this
especially for cloud for clients that
want to procure
our cloud product we need to make sure
that they're
asking the right questions we need to ensure
ensure
that they're actually ready for this transformation
transformation
that they've got some of the
underpinning tools in place so
you know we need them to be on office
365 we need exchange online we need
sharepoint set up if you want that integration
integration
and to maximize the efficiencies
gained in the products that you've
invested in then it's a good fit
if you're still using an on-premise
exchange tool
then our product's going to have to be
an on-premise one to fit in with that
until you're ready for that cloud journey
so we start off understanding what their
existing estate looks like
and then we tend to look at we we want to
to
work with it at this point to understand
simple preferences around two-factor identification
identification
and single sign-on as well as ad
permissions because again
all of these should be happening
before before contracts are signed
before we kick our project
off and then we need to ensure that the
business unit that wants to buy a system
has a problem that they need to solve or
what do they want to improve
what issues have they got now why do
they want to move away
so without a good business case or a
clear rationale
on why a system is needed that project's
doomed to fail
and this is when we start once we've
discovered what their
definite goals are what what does good
look like
that's when we start talking about
configuration that's when we start
building workflows
worrying about data dictionaries for
reporting purposes
seeing where any integration points need
to happen
see where the compatibility issues may um
um
we may have some conflict
and we give our clients early sight of
data migration
now this is often the most expensive
part of
any project is migrating system
migrating information from
and we're experts in this area
almost painlessly mapping data from from
many different systems
into our own databases but this is where
we really need your help
to work with your clients you might need
to pull that information out of one or
more different databases
we might need to figure out how we're
going to get three million documents
to us so that we can upload them hopefully
hopefully
not across a dodgy vpn connection
which some clients really really want us
to do
but you know you could spend three weeks
trying to get the documents to do
so rigorous qa
an interrogation of what's needed
because we have
so much information available
electronically now
because people are able to hold on to
their historic information
easier than they've ever had to in the past
past
we really have to force our clients to
think about
how that information should be mapped
across is it relevant
would it be okay if it was held in a
different way
do they actually need it in the new system
so we also force them to think about
what they need for the future
are they limited by the constraints of
their current system what could we do
differently to improve things for them
so that whole process mapping
in line with that sort of data qa is
absolutely integral to the success of a project
project
and with data migration there's many
many different risks there can be duplication
duplication
missing metadata there's typos and
errors how many times have we found
duplication in wikis and in knowledge articles
articles
and in files being open on any system
because there's an extra coma or
somebody's used a hyphen instead of a
coma or there's an extra space where
there shouldn't be
there's also things like orphaned data
so there's all of these documents but
nobody's allocated them to a particular case
case
so we've got to track all of that down
and there's always tweaks after that
date has been uploaded
during training and go live and
you'll be unsurprised here that we
always prioritize
live or active work streams over
anything that's closed at our kind
you need to get that work in progress
stuff up and running quickly so that
people can
be as effective as possible from day one
and the other thing is it costs a lot of
time and money to migrate
information so we really do challenge
our clients
to make sure that it makes sense to pull
everything in that they want to
we know that you have these same
discussions with your own clients is
that circular
conversation just because they can hold
on to things doesn't mean they should
and it doesn't mean that that
information doesn't have a price
attached to it
so how can you as knowledge workers
in it help your clients
procure and embed suitable systems
you're already
experts in knowledge management you
support many users
over many many different systems you
already login track tickets
search across wikis and publish information
information
the knowledge workers that buy our
systems are experts in their fields but
they also have a
habit of thinking that anything where
they've actually got to type information
or they might need to change a password
now and again is an it
system rather than what it is their own system
system
so help them build their requirements
and what your deal breakers are
from an i.t perspective sometimes they don't
don't
the non-functional areas can be left
behind sometimes and that's where
blockers can
come in during the procurement process
you don't want nasty surprises
we want nasty surprises
help them understand if they want to buy
cloud what does that actually mean
how does it all link together and what
the pros and cons of that are
get them to log issues how many people
when don't log an issue when they shoot
they live with something and then
there's an explosion and an escalation
happen over time
suppliers are the same we can't fix what
we don't know about
and encourage them to participate in
forums and product discussions
keep the systems up to date and relevant
at all times
and then help them understand how and
where their data is held
again people don't understand if they
click print on their desktop
especially during these times where very
few of us are back in the office
they're actually printing to a central
point in the office
rather than printing at home all of
these things need to be worked out
they need to be mapped together so that
our users
and your users understand where all of this
this
is held and where the challenges are
i wanted to emphasize some of the hidden benefits
benefits
of case management from from an
organization perspective
it's about keeping manageable mailbox sizes
sizes
we store a true copy of an email within
the file store so that means
that emails can be deleted or archived
from a user's mailbox
the worst instance i ever found was 25
years worth of emails that had never
been deleted
from a user he just kept absolutely
everything because he was terrified of
not being able to find
something or to archive anything off
so systems like case management remove
the need for this level of comfort blanket
blanket
it's also about managing risk and responsibility
responsibility
if somebody goes off second expectedly
you can
transfer their workload to one or more
other users
and there's visibility of where all of
that work in progress is
workflows can be configured and amended easily
easily
and some can be set up in advance so
if you know a process is going to change
at a particular date and time
you can choose to set that new process
map to be available from a set date
and you can also choose whether that
work in progress should be finished on
the current process
for completion sake or whether it's been
such a major change
that you need everything to be done on
the new
on the new process immediately you
you've got absolute control of those
types of things
and the final one is that archiving and destruction
destruction
can be set up in line with data retention
retention
rules within your own organizations so
on dates on a date that a project or a
case is closed
you can by matter type by case type you
can set up what the auto
archive and destruction date should be
so that you're forcing our clients to
think about that
cleansing at all time
and my final slide is really a reminder
of good practice
or aspects to think about as knowledge
management becomes more prevalent in
your organization
i know that i'm preaching to the
converted here this afternoon
with data quality i would just say store
and use what they need archive and destroy
destroy
what people shouldn't encourage more
than one system specialist
so that they can manage and maintain the
systems themselves
add new users create new case types just
keep everything up to date
every system needs a little love and attention
attention
and then finally thinking about
every organizations for more visibility
of the data held within different systems
systems
and how overarching analytics or data
mining tools can report across
multiple data sets and what controls
need to be put in place to keep
sensitive or confidential data secure
i think that's the big challenge for all
of us putting those access control
business rules in place that's all i
have for you just now thank you very
much for your time this afternoon it's
been an absolute pleasure to participate today
today
and i'll hand back over to you david
that's great thank you very much indeed
tanya um we've we've not got too many
questions actually that have come
through i think everybody is
as is knowledged out i think after today
it's been an amazing day
um but i'd like to pick up on maybe one
of the points there actually and
and i think you know we've talked about
the challenges of data collection you
know if
we look in an estate and we're looking
for um um
uh i don't know bits of ket whatever
right um
discovery tools to find that they're
they're there so you can find you can
find what's on stage you can track them
you can
you can label them they turn into you
know sort of ci's and stuff like that
when it talks about when you talk about
data and you talked about um
orphaned data right so i'm i'm thinking
often data
is it did that sort of slipped away
somewhere it's unfound it could
it could be in some guy's email box and
because that's the way he's always
managed his knowledge is to put a little note
note
in his email and that his knowledge is
not shared it's it's not owned
it's orphaned how do you go around identifying
identifying
and finding often data i mean you know
you could almost you could almost
be in a situation across a large
organization complex organization whether
whether
there's some kind of knowledge amnesty
where people bring
their knowledge sort of free with with
without any uh
sort of uh you know questions asked and
and just and just dump the knowledge somewhere
somewhere
how do you go around identifying and
finding off in data
for for us um in our experience orphan data
data
is when somebody's tried
to move information from one place to another
another
and something interrupts that copy
or something interrupts that process
so you've got a bunch of data that
is so it could be documents it could be
contacts it could you know it could be
it could be anything
in our situation it's either time
records or
it's documents that tend to be um
tend to be orphaned during things like
data migration or mapping
where somebody's opted at some point so
you you have to go through the audit
logs then you have to go
and try and find where things have gone
wrong sometimes it's really obvious
because you've got two two files
that look like they might be the same
one of which has
lots of information in it one doesn't
have any or you've got duplication
and the system goes oh you can't have a
duplicate matter reference you can't
have a duplicate in
in the naming conventions so that
information sort of on hold somewhere
so part of that cleansing exercise part
of that
discovery phase if you like is going through
through
millions of documents and seeing which
ones are stored properly
which ones are sort of read-only copies
which ones have been kind of copied but
not or moved somewhere so it is that
painstaking process
of um just trying to map out
what that last last exercises were who
was doing what
and then just discussing it with the client
client
it's their data usually so you're just
trying to find out
what they were trying to do what happened
happened
you know did they have a power cut in
the middle of it you know what happened
so it's just that interrogation and very
much going at it from an analytical
point of view trying to figure it out so
i'm sure for for other types of organizations
organizations
there's you know there's much sophisticated
sophisticated
tools that would be able to sort of look
at it from uh i mean assets
asset management is the bane of every
trying to find hard drives or um
or you know encrypted data sticks and
things that
are in a cupboard somewhere that nobody
knows is that still relevant can people
remember the password
so yeah i think the assets are a problem
i've yet to solve i'm afraid
i do like the idea of a knowledge
amnesty i i sort of i like that idea you know
know
uh but anyway i think it's probably a
bit too theoretical until late in the
day to discuss the
the pros and cons of a knowledge amnesty
i think isn't it
but that was superb thank you very much
indeed look it's been a pleasure again
to uh
to put to speak and listen hopefully we
get a chance to do it again um very soon
so thank you very much indeed tanya and
um all the best thanks very much speak soon
soon
great stuff so that that pretty much um
wraps up
today um i don't know if we can share my
screen can i share my screen
Click on any text or timestamp to jump to that moment in the video
Share:
Most transcripts ready in under 5 seconds
One-Click Copy125+ LanguagesSearch ContentJump to Timestamps
Paste YouTube URL
Enter any YouTube video link to get the full transcript
Transcript Extraction Form
Most transcripts ready in under 5 seconds
Get Our Chrome Extension
Get transcripts instantly without leaving YouTube. Install our Chrome extension for one-click access to any video's transcript directly on the watch page.
