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The Winds of Change
On launch day for the new document management system, the IT department braced for a siege. The project had been in development for two years. Wong's team had customized Interwoven's FileSite system, creating a virtual file cabinet that centralized case files by client. It used the Outlook email interface.
Pilot groups tested the system in Los Angeles, and in the weeks leading up to the switch the firm cajoled users to take training classes. Some actually did. But getting high-paid attorneys to break away from billable hours to learn a new software application proved predictably difficult. And since various offices often collaborate on a case, the firm had to roll out the system all at once across the U.S.
So on that September morning, in addition to a six-step guide, lawyers were greeted by an army of temp support staff swarming the firm's U.S. offices. Their technical assistance was needed. Even with the roaming techies, help desk calls still jumped from a normal 450 to 2,500.
"It was potentially very disruptive," says Smith. "This was a very drastic change, very different from anything in the past, shutting down the entire country and switching at the same time." Smith was pleasantly surprised when his e-mail about the system was 9-to-1 positive feedback from lawyers. Still, half a year later, Wong says, the complaints continue to come in from users who liked the old system better. Even so, the firm is preparing for its global rollout.
"Clearly we had a lot of unhappy people," adds Smith. "Even when we don't do anything, I get e-mails all the time. Anytime there's change, people are uncomfortable. I expect people to complain, and they do." After all, lawyers never hesitate to object.
Michael Ybarra is a contributing writer for SearchCIO-Midmarket.com. To comment on this story, email editor@ciodecisions.com.
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