Knowledge Management Support is the operational capability that ensures legal know-how is captured, organised, and reused across the legal team. It turns individual experience into collective intelligence - enabling faster, more consistent legal support.

Legal teams solve complex problems every day. But without KM support, those solutions live in inboxes, memory, or buried in folders. This leads to duplication, inconsistency, and wasted time. KM support ensures that once a problem is solved, it stays solved - and the solution is available to everyone.

This station supports the creation and maintenance of playbooks, clause libraries, FAQs, and guidance notes. It also enables searchability, tagging, version control, and feedback loops. KM support is not just about storing documents - it’s about making knowledge usable and accessible.

Importantly, this station complements the Training & Development and Process & Procedures stations. It ensures that legal knowledge is embedded in workflows and continuously improved. Without KM support, legal teams operate in silos - and transformation efforts lose momentum.

The scope of Knowledge Management Support typically includes:

◼️Playbook Creation – Step-by-step guidance for common legal matters.

◼️Clause Libraries – Approved language for contracts and documents.

◼️FAQs & Guidance Notes – Answers to recurring legal questions.

◼️Searchable Repositories – Platforms that enable fast access to knowledge.

◼️Tagging & Taxonomy – Structured categorisation for easy retrieval.

◼️Version Control & Governance – Ensuring content is current and approved.

◼️Feedback & Improvement Loops – User input to refine and expand content.

◼️Integration with Legal Workflows – Embedding KM assets into daily operations.

In GLS legal ops, the Knowledge Management Support is considered a "Repeater" resource within legal operations.

A Repeater Resource: Supports multiple legal functions, ensuring that structured legal requests improve contracting, dispute resolution, compliance, and advisory services.

A well-structured Knowledge Management Support enhances legal team productivity, reduces wasted time, and improves service delivery across the organization.

The best practice features of the GLP are as follows:

◼️Centralised Knowledge Hub – A single source of truth for legal content.

◼️User-Friendly Search – Fast, intuitive access to relevant materials.

◼️Governance Protocols – Clear ownership and review cycles for content.

◼️Embedded in Workflows – KM assets used in real-time legal delivery.

◼️Feedback Mechanisms – Continuous improvement based on user input.

◼️Training on KM Use – Ensuring the team knows how to find and apply knowledge.

◼️Analytics & Usage Tracking – Monitoring engagement and identifying gaps.

◼️Alignment with Legal Mandate – KM content reflects legal’s strategic priorities.

The Knowledge Management Support station delivers the following value to the Business:

◼️Faster Legal Support – Answers and templates are readily available.

◼️Improved Consistency – Standardised language and guidance reduce risk.

◼️Lower Legal Spend – Reuse of existing work reduces duplication and external counsel reliance.

◼️Scalable Legal Services – KM enables support across teams and jurisdictions.

◼️Better Business Experience – Legal becomes more predictable and responsive.

Legal teams gain efficiency, confidence, and collaboration. KM support reduces rework, improves onboarding, and enables continuous improvement. It also supports performance management and transformation.

The Knowledge Management Support station is essential for:

◼️Legal departments of all sizes

◼️Legal operations teams

◼️General Counsel and Heads of Legal

◼️Legal tech and innovation leads

◼️Compliance and risk management teams

A legal team operating without Knowledge Management Support will face a wide range of inefficiencies including:

◼️Duplication of Effort – Teams solve the same problems repeatedly.

◼️Inconsistent Advice – No standardised guidance or language.

◼️Slow Turnaround Times – Lawyers spend time searching or recreating content.

◼️Poor Onboarding – New team members struggle to find answers.

◼️Limited Scalability – Knowledge is trapped in individuals, not systems.

This station is tech-leveraged. It relies on:

◼️KM Platforms – For storing, tagging, and retrieving content.

◼️Search Engines & AI Tools – For intelligent access to knowledge.

◼️Integration with Legal Tech – Embedding KM into matter management and automation.

◼️Analytics Dashboards – To track usage and identify gaps.