Goals of ERM systems

Broadly speaking firms use ERM systems to get more value from online services. This can be broken down into three goals:

• • To understand how online services are used within the firm

• • To encourage more efficient and effective use of online services, and

• • To enforce firm guidelines

Functions of ERM systems

An ERM system is not simply a database to collate and record information, but rather an active system that interacts with everyone in a firm who uses online services. ERM systems perform three main functions:

• • Usage monitoring: recording how people use online services.

• • Automatic log on and access control: central control of passwords and seamless access for researchers.

• • Cost recovery: improving efficiency of existing processes and enabling cost recovery on other services.

Usage monitoring

This involves collecting information about when people use online services and providing the library with reports and analytics on that usage. If someone opens a browser and goes to practicallaw.com, runs a search and views several documents, this could all be automatically recorded in the ERM system. This is achieved by the ERM software running in the background, collecting information as people use the services and storing it in a central database (all within the firm's network). The library can then run reports to view this usage information for a wide variety of purposes and benefits.

The information collected by usage monitoring can sometimes be obtained from the vendors themselves: some provide downloads showing usage statistics, but many services do not supply this information or is often is insufficiently detailed and it is difficult to compare statistics from one vendor to another. ERM systems solve this by recording usage across all services in a consistent manner. Also, by hooking into firm HR systems they can provide effective analysis, filtering or aggregating of the data by department, practice area, office, job title, etc. This is not possible from vendor reports as they do not have access to firm information. Even for IP authenticated sites, usage is recorded down to the individual user and so can be rolled up by these different organisational measures.

As well as recording high-level usage details i.e. the person accessing a service, when it was used, how long for, usage monitoring can also collect low-level details such as counting how many searches were run or documents viewed, the search terms used or the title and type of documents accessed. This low-level data provides an amazing opportunity to understand in detail exactly how people within the firm are using a given service.

Automatic logon and access control

This area of ERM systems focuses on how individuals access online services: ensuring that access is trouble-free and that the right people access each service.

Automatic logon

Most online services require some sort of authentication, either IP recognition or username and password access. ERM systems solve the password management issues for sites with username and password access. They can store usernames and passwords and then automatically log people on when they go to a website. This is much like password management offered by browsers, but ERM systems allow central administration and storage of these details. Login details that are shared firm-wide, or by certain groups, can be entered centrally by a library administrator. Details for individuals can either be managed by the end users or by the library staff.

The benefits of automatic logon are obvious, but also wider-ranging than first expected. There are clear time savings: people no longer have to type in their details, nor do they need to rummage through their email/desk/stickies to find them. More significant is the elimination of forgotten passwords and the tedious task for the library of assisting with such requests.

Interestingly, the most significant benefit of automatic logon may be the breaking down of access barriers. Once people know they can follow links to any service without needing a username and password, the use of those services is increased. Infrequent users particularly become less hesitant to use online services. Introducing RSS feeds into intranet sites, or putting links to articles in current awareness emails becomes less problematic because readers are able to follow those links without the bother of access control.

Access control

Access control is another aspect to automatic logon. Where auto-logon facilitates access, access control ensures that only appropriate people can access a service. People without appropriate access can be blocked and informed they have not been given access and who to contact if they need information from the service. For expensive or sensitive services this lets the library ensure that licence agreements are being enforced. Reports can also be run to check whether password sharing has been taking place when it should not.

Cost recovery

Cost recovery functions of ERM systems enable firms to pass on the cost of online services more efficiently and effectively. This is accomplished in two ways: validating the entry of client references and capturing incurred charges directly.

Client validation is the process of ensuring that only valid client matter numbers are entered in client reference fields on websites. Many online services which have transactional charges will have a client reference field for researchers to provide a client matter number or other reference number. Values entered in the client reference field are included on the vendor's invoice, thus making it possible for firms to identify charges by matter number and include them on client bills where appropriate. Client validation functionality of ERM systems makes it easier for researchers to find and enter client matter numbers and ensures that only valid and current values are provided.

When a researcher navigates to a page with a client reference, ERM systems can show a pop-up window enabling them to enter or search for a client matter number and that window would ensure that only valid and open client matters can be entered. This enables firms to follow their existing cost recovery processes but makes it easier for researchers, saving time, increasing data accuracy and thus dramatically increasing cost recovery rates.

Some ERM systems can go a step further and record charges at the time they are incurred. For example, when downloading a document from Companies House Direct the system could prompt the user for a client matter number. Capturing these charges at the point they are incurred has several advantages: charges can be processed immediately instead of waiting for a month or more when an invoice is received from the vendor; client matter numbers can be associated with charges even when there is not a client reference field provided by the online service; the firm has control over the rate card and can customise it according to its own rules rather than the prices set by the vendor. This last case is interesting as it creates the opportunity to perform cost recovery on services where that has not previously been possible, e.g. apportioning the fixed cost of a service by setting a nominal fee per document view. The ERM software can capture a client matter number and record an appropriate charge each time a chargeable action is performed. Moreover, rather than having people manually enter charges into the firm's finance system, ERM systems can feed the charges in directly, reducing manual effort and eliminating data entry errors.

In addition to cost recovery as the process of assigning charges to clients, some firms use these features to allocate costs within a firm, between the different practice areas or across different offices. Many firms do this already, using measures such as fee earner count to divide costs. With ERM systems providing accurate usage data, the cost of a service can more fairly be allocated or cross-charged.

Innovative and future uses of ERM

As ERM systems become more sophisticated, librarians are finding numerous other areas where they can add value to a firm. This section highlights a few of these possibilities. Like most software, the best suggestions always come from the users and certainly in my experience with Research Monitor that has been the case. I expect over the coming two years we will see increasingly innovative uses of ERM systems, driven by librarians, pushing the boundaries of what the software can do.

Messaging and communication

Since ERM systems can interact with people whilst they are using specific websites, they are ideal for communicating with people about those sites. ERM systems can pop up messages for people when they visit particular sites. Much more effective than sending a firmwide email. Some ways firms have used this:

• • After unsubscribing from a service, show a message to anyone accessing that service to suggest alternatives or that they contact the Library with any specific needs.

• • After a contract change, showing a message to inform researchers of new charges or new features now available.

Workflow

ERM systems can be used to encourage, or enforce, ways of using particular sites. Firms have used this:

• • When logging in to premium services, by first advising users of alternative services that should be used where possible. These might be all-inclusive services instead of charging by use, or simply more appropriate services for common types of research.

• • In the US where large firms often have pro bono accounts on Lexis or Westlaw, people can only enter pro bono client matter numbers with a pro bono login, thus maximising a firm's pro bono allowance and reducing costs.

• • To alert researchers before they incur out-of-contract charges on premium services so these are only used when necessary.

Help researchers avoid common mistakes

Guided by advice from librarians, ERM systems can identify common inefficiencies and inform researchers at the point of use. For example, if single-word searches on a particular service are usually not appropriate, perhaps indicating a dictionary search would be more useful, a non-intrusive message could be displayed providing advice and a link to an alternative service. If repeated searches on a service or continually large numbers of search results indicate poor search strategies, the researcher could be prompted to contact the library if they need assistance.

To be really useful such built-in expertise needs to be well thought-out and tailored to a firm's common usage, but this advice at the point of use can be an effective way to save researchers' time and improve their quality of research, particularly with novice or occasional researchers.

Gather feedback from researchers

After someone logs out of a service, would you like to know if they got what they needed? Particularly with database trials and generally to measure how services are meeting the needs within the firm, ERM systems can prompt users to give feedback after using a service. This can provide valuable data to help the library evaluate services and determine where additional resources or training will be well spent.