10 - Knowledge Work Systems

Summary

Knowledge work systems are applications of information and communication technologies to support lawyers as knowledge workers. An example of a knowledge work system is analytical technologies, where computer programs in the form of soft ware applications for analytical purposes have formulae for calculations called algorithms (Anthony, 2018). However, as argued by Armour et al. (2021), unlocking the potential of artificial intelligence in legal work is yet to take place. Furthermore, Anthony (2021) warned against blackboxing, where lawyers as users of an analytical technology are reluctant to question answers in relation to the application of contemporary analytical technologies. She found that questioning and understanding answers from a computer system stimulated development in knowledge workers’ expertise.

Thus far, administrative technologies in the legal profession have proven to be more successful than analytical technologies (Caserta, 2021). Lawyers are using administrative technologies to communicate with others, to produce documents and presentations, and to search for information internally and externally. Law firms have installed systems to handle databases of client cases, document forms, and internal administration. It is a matter of improving effectiveness (quality of work) and efficiency (time and cost consumption).

Knowledge work systems refer to the digitalization of knowledge management, which is the process through which individual and organizational knowledge can be created and shared within the firm to provide legal services. Some of the knowledge is codified in digital form based on explicit knowledge. Tacit knowledge, on the other hand, is embedded in the minds of lawyers and can only be communicated through work processes. A law firm can apply a stock strategy for explicit knowledge and a flow strategy for tacit knowledge. The stock strategy refers to the codification and storage of information in digital form that can be distributed and applied in legal knowledge work. The flow strategy refers to digital information about knowledgeable colleagues who have experience in a relevant field. When a flow system has identified relevant sources of knowledge, the lawyer may contact the source to enter into a human exchange of tacit knowledge.

1. LEGAL KNOWLEDGE MANAGEMENT

In the legal profession, the experiences of experts are more valuable than knowledge codified as information into computer systems. Since law firms belong to the private sector rather than the public sector in most countries, the value of expertise can be assessed.