Goulston & Storrs Embraces Template Management

The firm reviewed several template technology options, but in the end selected Tikit's Template Management System (TMS). The IT Director, Technology Services Manager, Applications Manager and Technical Trainer were all involved in the software evaluation and eventual selection. We were searching for a new template solution that integrated seamlessly with Word 2013, allowed for internal creation and maintenance, and provided a user-friendly solution for our user population. Tikit fit the bill on all accounts.

Upon selection, Goulston & Storrs and Tikit conducted a week-long deep technical appraisal of the firm's current templates and its entire template infrastructure. During that time, we were not just assessing how to best migrate over to TMS, but how the firm would handle templates overall. Together with Tikit, the firm reviewed existing functionality and proposed other approaches that would be more effective. A significant example of this is TMS' built-in functionality for front-end document profiling. This workflow encourages users to save their documents upon creation, which ultimately cuts down on lost work ' both for the user and the firm.

Also in this phase, both teams worked their way through all of the firm's existing templates ' there were well over 50 ' to condense them down to a more manageable number. Moving forward, we narrowed this down to around 20 core templates due in part to the flexibility of the TMS solution. For instance, a single letter template can generate variations for each of the firm's regional offices, including the option to select a variation in Mandarin for Beijing. This greater customization within each of the templates allowed us to immediately consolidate our current library of templates. We were not forced to focus on one template over another since we know had the ability to use the TMS tools to customize template options.

Next, in the implementation phase, Tikit conducted on-site training on how to create templates, and populated the most-used letter, memo and fax templates. We got a first-hand look at how the activity was built and how the template came together, affording us the opportunity to get enough hands-on training for future self sufficiency. Although the firm is now building all of its own templates, it is in constant contact with Tikit and can call anytime to troubleshoot or discuss issues the firm might be facing. This interaction has kept the firm on track to produce and publish all necessary templates.

The firm now feels empowered to truly manage the entire template process. Not only can the firm amend its own templates, but because Tikit's TMS uses Microsoft's native ribbon functionality (i.e., SAVE, PRINT, NEW, activities to building blocks, bookmarks and styles), the templates are easy to maintain in-house and are smoothly transitioned to new releases of Word, Excel and PowerPoint. The lawyers like it because they can publish updates seamlessly, simply requiring them to login. The fact that template management is now part of the users' existing workflow and does not require them to retrain or use an unfamiliar app or user interface is a real differentiator.

Since introducing TMS more than 9 months ago and setting up the initial pilot group, the firm has continually tracked user progress, mostly based on user feedback and Helpdesk-related requests, and the overall adoption percentage has been excellent.

Furthermore, adopting TMS has provided another side benefit: helping users feel more comfortable with technology and putting them in control of the document template process. Now, they can choose to type using the Content Editor, or directly in the document. The prior template solution only allowed for an initial dialog box style content entry. It seemed more forced and managed by the template, rather than by the user. Previously, making one template change could take a solid week or two. Now the firm has full control and the amount of time and human resources saved is significant.

Template management may be a background activity for law firms, but it has very real operational impacts. Firms need to maintain compliance at all times, so the ability to readily amend templates is key. Proficient template management underpins the smooth-running of a firm in an environment where efficiency and productivity are crucial. Law firms also need to maintain the integrity of their brand execution at all times. Without effective template management, this is jeopardized. Goulston & Storrs went from a template solution which required reliance on external vendors and their support, to a template solution which allows us full control to create and update templates at will. It has significantly increased our workflow productivity.

Nancy MacDonald is currently the Office Technology Manager at Cooley LLP. She previously served as Technology Services Manager for Boston-based Goulston & Storrs where she managed the Help Desk, Document Production Center, and Training, as well as the overall delivery of end user support. She can be reached at [email protected].

Goulston & Storrs is an Am Law 200 firm with offices in Boston, New York, Washington, DC, and Beijing. The firm has nearly 200 lawyers who work across multiple disciplines including real estate, corporate, litigation and private client and trust practices. Teamwork and delivering exceptionally high levels of client service are at the core of the firm's approach. As a result, the firm has achieved leading industry rankings from Chambers USA, BTI's A-Team for Client Service and Best Lawyers in America.

The firm is always looking to improve service delivery, and in 2014, we were struggling with a template management solution that was falling far short of what the firm wanted. There were mounting frustrations with a system that would not let us easily manage our various letter, memo and fax templates (among others) in-house, in an efficient, tech-forward and overall common sense manner. Our mission was straightforward: find a template application that the firm could manage and freely use on its own without external help and that meets the latest technology and software versions (e.g., mirrors our Microsoft Office roll-outs). Lastly, although we wanted a 'DIY' tool of sorts, we sought out a responsive and helpful technology partner that, when in need, would jump in and help us regain a business-as-usual environment

Selection and Roll-out

The firm reviewed several template technology options, but in the end selected Tikit's Template Management System (TMS). The IT Director, Technology Services Manager, Applications Manager and Technical Trainer were all involved in the software evaluation and eventual selection. We were searching for a new template solution that integrated seamlessly with Word 2013, allowed for internal creation and maintenance, and provided a user-friendly solution for our user population. Tikit fit the bill on all accounts.

Upon selection, Goulston & Storrs and Tikit conducted a week-long deep technical appraisal of the firm's current templates and its entire template infrastructure. During that time, we were not just assessing how to best migrate over to TMS, but how the firm would handle templates overall. Together with Tikit, the firm reviewed existing functionality and proposed other approaches that would be more effective. A significant example of this is TMS' built-in functionality for front-end document profiling. This workflow encourages users to save their documents upon creation, which ultimately cuts down on lost work ' both for the user and the firm.

Also in this phase, both teams worked their way through all of the firm's existing templates ' there were well over 50 ' to condense them down to a more manageable number. Moving forward, we narrowed this down to around 20 core templates due in part to the flexibility of the TMS solution. For instance, a single letter template can generate variations for each of the firm's regional offices, including the option to select a variation in Mandarin for Beijing. This greater customization within each of the templates allowed us to immediately consolidate our current library of templates. We were not forced to focus on one template over another since we know had the ability to use the TMS tools to customize template options.

Next, in the implementation phase, Tikit conducted on-site training on how to create templates, and populated the most-used letter, memo and fax templates. We got a first-hand look at how the activity was built and how the template came together, affording us the opportunity to get enough hands-on training for future self sufficiency. Although the firm is now building all of its own templates, it is in constant contact with Tikit and can call anytime to troubleshoot or discuss issues the firm might be facing. This interaction has kept the firm on track to produce and publish all necessary templates.

The firm now feels empowered to truly manage the entire template process. Not only can the firm amend its own templates, but because Tikit's TMS uses Microsoft's native ribbon functionality (i.e., SAVE, PRINT, NEW, activities to building blocks, bookmarks and styles), the templates are easy to maintain in-house and are smoothly transitioned to new releases of Word, Excel and PowerPoint. The lawyers like it because they can publish updates seamlessly, simply requiring them to login. The fact that template management is now part of the users' existing workflow and does not require them to retrain or use an unfamiliar app or user interface is a real differentiator.

Since introducing TMS more than 9 months ago and setting up the initial pilot group, the firm has continually tracked user progress, mostly based on user feedback and Helpdesk-related requests, and the overall adoption percentage has been excellent.

Furthermore, adopting TMS has provided another side benefit: helping users feel more comfortable with technology and putting them in control of the document template process. Now, they can choose to type using the Content Editor, or directly in the document. The prior template solution only allowed for an initial dialog box style content entry. It seemed more forced and managed by the template, rather than by the user. Previously, making one template change could take a solid week or two. Now the firm has full control and the amount of time and human resources saved is significant.

Template management may be a background activity for law firms, but it has very real operational impacts. Firms need to maintain compliance at all times, so the ability to readily amend templates is key. Proficient template management underpins the smooth-running of a firm in an environment where efficiency and productivity are crucial. Law firms also need to maintain the integrity of their brand execution at all times. Without effective template management, this is jeopardized. Goulston & Storrs went from a template solution which required reliance on external vendors and their support, to a template solution which allows us full control to create and update templates at will. It has significantly increased our workflow productivity.

Nancy MacDonald is currently the Office Technology Manager at Cooley LLP. She previously served as Technology Services Manager for Boston-based Goulston & Storrs where she managed the Help Desk, Document Production Center, and Training, as well as the overall delivery of end user support. She can be reached at [email protected].