Rachel Shields Williams, director of AI and knowledge management at Bass, Berry & Sims, was recently featured in a Law360 Pulse article examining how law firms can successfully implement new technologies through effective change management strategies. The article highlights insights shared during a panel discussion at ILTACON 2026, where industry leaders discussed the growing importance of guiding organizations through technology transformation initiatives.
During the discussion, Rachel emphasized that successful technology adoption requires firms to focus on people and processes, not just the technology itself. She noted that while new tools can improve efficiency, firms should seek incremental improvements that minimize disruption to how legal professionals work. “It’s about the people. You have to put the people first,” she said.
Rachel also highlighted the importance of maintaining clear communication throughout the implementation process. According to the article, firms should consistently reinforce the reasons behind a technology initiative and engage stakeholders early to encourage adoption. She explained that helping employees understand the purpose and value of change can make transitions more successful and sustainable.
The article further explores key elements of effective change management, including stakeholder engagement, continuous feedback, measurable adoption goals, and clear ownership of implementation efforts. Rachel underscored the importance of tracking results and defining success through meaningful metrics, noting that “What gets measured is what gets managed.”
The full article, “Change Management Can Make Or Break Legal Tech Plans,” was published on August 27 in Law360 Pulse and is available online (subscription required).