The importance of measuring what is often loosely described as ‘return on investment’ (ROI) for technology initiatives is receiving increasing management and media attention. Despite pressure to adopt appropriate metrics, few organisations have done so and even fewer have done so effectively.
In the legal arena, law firms and legal departments have largely avoided the issue – despite heavy investment in a range of knowledge management (KM) technologies during the past two years. A recent survey of global law firm knowledge management initiatives indicated that 81% of firms did not measure returns from KM and few even developed business cases for their KM initiatives.
