Peer to Peer Magazine

March 2012

The quarterly publication of the International Legal Technology Association

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Page 5 of 103

Peer to Peer: Global Practices/Local Support MARCH 2012 contents 10 10 BEST PRACTICES No More Calls at Midnight: Effective Collaboration on a Global Level Managing a Global E-Discovery Practice in a Locavore World 20 Exceed Expectations with a "Glocal" Approach ASK THE VENDOR What top three concerns do you point out to clients with international offices when they're considering rollouts, user adoption, training and support? 24 26 SMART MOVES From Local to Global: Taking On a New Role CASE STUDIES A Global Approach Creates Consistent Results Service Squads Improve Customer Support 52 58 A Gauntlet of Challenges: Supporting a Globalized Desktop by David Svoboda Easing the Growing Pains of Integrating New Offices by David Wood 100 32 FEATURES 32 38 Cultural Awareness and Sensitivity in Today's Global Environment by Charlotte L. Washington A Global Support Model: Fact or Fiction? Insight from Mayer Brown's Global Support Gurus 48 From Boston to Beijing: Effective Global Project Portfolio Management by Kelly Harbour 100 82 88 66 68 72 MOVIE REVIEW "Outsourced" BOOK REVIEW Growing Your Cultural Intelligence MEMBER RESOURCES Overheard on E-Groups Member Announcements New Members On the Move Product Announcements ASK THE EXPERT Support Perspectives from Around the Globe INSIDE ILTA ILTA 2012 SharePoint Symposium 2012 INSIGHT 2012 Play It Again Play on Words LEDES Update LESSONS LEARNED A Genesis Story: Developing a Global- Friendly Proposal Generator Event Calendar Peer to Peer 7

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