On the 29 October 2020, law.com wrote about the 5 technology challenges standing between Legal Operations and Maturity. Knowledge sharing was presented as one of the decision points that could make the difference between success and failure in a legal department’s operations.
In the private and public sector, Jurix Digital has seen the benefits ascending from knowledge management such as improved organisational agility, decision making, and sharing of specialist expertise.
However, when talking to customers it is clear the terminology “Knowledge Management” can mean a range of different systems such as Content Management, Intranet, Document Management and Record Management. Not to mention, they often have multiple complex line of business and legacy systems. All designed to have an element of Knowledge Management but for a specific purpose or audience and what’s more – these IT systems can appear particularly confusing to business and legal operations teams.
There are some excellent ‘Knowledge Management’ tools and some of the key tools we have heavily worked with in the past are:
· Microsoft 365
· G Suite by Google
· Confluence (by Atlassian)
· And many more others i.e. Huddle and Box for Business
Then you have Knowledge Management projects in which activities involve designing, creating, supporting and managing the lifecycle of IT services. They have built in articles and scripts to support helpdesk agents with triage and diagnosis, asset management, signposting information, KPI’s and Metrics, Matter Management and Service/Infrastructure change logs. From our experience, some of the best ITSM platforms out there are:
Additionally, in September 2020, Microsoft Ignite announced SharePoint Syntex which is Microsoft’s cutting edge Artificial Intelligence infused Knowledge Management system. It is a add-on subscription to an existing E3 or E5 Microsoft 365 subscription and is designed to meet both legal operations teams and private and public IT departments alike.
SharePoint Syntex automates content classification and management. Specifically classifies unstructured document understanding and structured form processing using Artificial Intelligence integrated into Microsoft SharePoint. You can train a AI Syntex model with very few documents which are associated to libraries and lists. Users can upload a document and the artificial intelligence trained model will capture expertise to classify and extract information and automatically apply extracted metadata. Thus, providing better content discoverability whilst managing compliance, record management and retention policy seamlessly.
Now, one of the most common things we find in any machine learning models is that administrators/users have to apply large sets of labels, wait for the model to pick up before we see results. Syntax is quite different in this respect. Syntax tags a small sample set and applies that as tagging rules and forms an AI pattern for when new content is tagged. Content can be in the form of any content manageable by a term or attribute in any process form, application, resumes, contract or other structured or unstructured documents. It can process digital photos, scans, receipts, business cards, videos, OCR (popular for insurance!) and text.
With SharePoint being fully integrated with Microsoft 365 out of the box, allows Syntax to work with other unified applications like Power Automate. We know the legal operations love an approvals process or two! Essentially, using Power Automate automates the capture, ingestion and categorisation of content and streamline business processes such as approvals.
Information Protection policies are also at the heart of the Syntax which uses Microsoft Security Compliance centre automated compliance management in information protection and retention policies.
IT savvy administrators are able to extend this product with the use of ingesting knowledge from external services and data repositories and requires content connectors using a pooled E5 licensed user.
If you would like advice or are considering any Knowledge Management System including Microsoft SharePoint Syntax, please get in contact at firstname.lastname@example.org.