Issue link: http://read.uberflip.com/i/34417
“Clients are provided with an online tool to manage event tracking, document compliance and workflow, training compliance and much more.” the reward of handling all litigation matters for this health care client. With the success of this platform, the firm decided to invest further in the initiative and program. In 2010, the firm designated a new online client services committee, managed by a shareholder, to work with the knowledge management and information technology departments on various projects. The firm currently supports 10 major platforms, with the flexibility to customize by the type of client. We are also in the developmental stages for an additional five platforms for client use that will be available by year-end. What are the areas of online services that a firm can use as a differentiating factor? Currently in the industry, the big three are client extranets; education or decision tools; and client information management platforms. Only a few firms have been successful in all three areas. Baker Donelson is one of those firms. 30 Knowledge Management ILTA White Paper CLIENT EXTRANETS At a fundamental level, basic client extranets aid transparency with law departments. Extranets have very standard features that most law firms offer: document libraries, calendars, contact lists, discussion forums, blogs, wikis, etc. What sets a firm apart is when it can answer the transparency need and expose attorney tasks, status and financials in real time. For example, Baker Donelson developed a legal project management system that details the tasks and live budget for any client or matter utilizing the tool. This system can be exposed via secure extranets, giving clients access to up-to-date details on any matter, at any time. EDUCATION AND DECISION TOOLS In addition to standard extranets, education and decision-making tools are systems that can aid