“I was the firm’s first professional support lawyer (PSL) and I moved out of fee earning. On my first day in my new role, I asked them what they wanted me to do and they said ‘You’re the PSL, you tell us’. That was all the help I got.”

Sound familiar? PSLs are not the only knowledge management (KM) professionals in law firms: information specialists, IT managers and training people also have important KM roles. But PSLs can lay claim to having the hardest job.