Outside-In

Most companies don't think about eDiscovery until they're already in trouble. But according to 30-year industry veteran and Managing Vice President Ed Fiducia, the organizations getting crushed by discovery costs aren't losing because of bad lawyers or bad technology. They're losing because nobody asked the right questions before the case ever started. In this episode of Outside-IN, Ed breaks down the real cost of reactive data management, why AI is a powerful tool that still requires human judgment to be defensible, and how proactive information governance is the single biggest lever legal teams have for controlling spend. From a $10 million paper database built in 1993 to the pattern-matching realities of modern AI, Ed brings 30 years of hard-won perspective to a conversation every GC, litigation partner, and legal ops leader needs to hear. If your organization is sitting on unmanaged data and calling it a storage problem, this conversation will change how you see it.  eDiscovery starts long before litigation does. The most expensive discovery mistakes happen years before a case is filed, when companies are ignoring data retention policies, hoarding outdated information, and operating without a clear picture of where their data actually lives.  Cheap storage is creating expensive legal problems. Because storage costs have dropped to almost nothing, companies are keeping data long past its useful life. That ignored data doesn't disappear when litigation hits. It becomes discoverable, and it becomes your liability.  If you don't have a data map, you don't have a strategy. Before a single document is collected, every legal team should be able to answer two questions: where is our data being stored, and where is it being generated? If you can't answer those, you're already behind.  AI is a pattern matcher, not a lawyer. AI is delivering real cost savings in eDiscovery by helping teams cull large data sets faster and more efficiently. But it cannot understand context, nuance, or intent on its own. Human judgment is still required to make the work defensible.  The "OK by me" problem is real. A one-line email means nothing without the thread that preceded it. AI can categorize documents but it cannot reliably interpret tone, sarcasm, or the cultural subtext of modern communication. That gap has real legal consequences.  Project managers are the actual linchpin. The best technology and the best pricing mean nothing without experienced project managers who are in the data every day, building client relationships and spotting cost-saving opportunities before they disappear.  Preserve everything. Process only what matters. The smart strategy is to preserve all potentially relevant data as a cheap insurance policy against spoliation arguments, then be surgical about what actually gets processed, hosted, and reviewed. Not everything preserved needs to be touched.  Get your key custodians online in the first 30 days. Waiting until settlement talks break down or a summary judgment motion is denied to dive into the data is one of the most expensive decisions a legal team can make. The first 30 to 60 days of targeted custodian review often tells you everything you need to know about the shape of the case. 

Ep. 45:  Dive into eDiscovery and AI in our latest podcast episode featuring IST's Senior eDiscovery Project Manager/Sales Engineer Sara Asgur! Listen as Sara shares her journey in the field and the revolutionary ways AI is being utilized to streamline the review process. Discover how AI significantly reduces review volumes, boosts efficiency, and enhances consistency for small to mighty firms. Uncover tools such as machine translation, email threading, and ChatGPT, changing the game for clients. This episode guarantees insights into AI's role in enhancing project management and creating a more dynamic, adaptable service. Tune in for a fascinating discussion that challenges the view of AI as a mere replacement for human expertise. 

In this episode, operations leader Mike Horton, Operations Manager, reveals his "blueprint" for transforming nervous new clients into long-term, trusted partners by mastering the critical transition from initial implementation to daily excellence. Drawing on over 27 years of experience, Mike explains how to move past client anxiety by identifying "pain points" and building a foundation of safety through three essential cornerstones: consistency, communication, and unwavering dependability. Get ready to discover Mike's proactive philosophy, "if it's not broke, break it and find a better way to do it", and learn how he empowers on-site teams to stay motivated, prevent complacency, and use metrics to tell the "story of what's next" for a client's business. This conversation offers a masterclass in establishing dependability as the cornerstone of a relationship, ensuring that when "things go bump," your clients know you are right there in the trenches with them. 

Implementations don't fail because of technology—they fail when people feel unheard, surprised, or overwhelmed. In this episode of Outside In, Brad Mitchell, Implementation Manager at IST, pulls back the curtain on what truly makes an implementation successful. Drawing on more than 16 years of experience, Brad shares how a people-first, no-surprises approach helps clients navigate change without disrupting operations, damaging trust, or putting reputations at risk. From managing fear of disruption and hidden costs to building confidence with end users, IT teams, and executives alike, this conversation reveals why the best implementations don't feel like implementations at all, and how leaving people better than you found them is the ultimate measure of success. 

In this episode of Outside-IN, we are talking with Ted Korba, Senior Director of IT Services, about how IT Service Management (ITSM)—including problem, change, and incident management—serves as a necessary "playbook" to bring "a method to the madness" in today's chaotic, technology-heavy corporate world. Ted reveals how he is transforming the rigid IT processes into efficient systems, such as mitigating risk through modern change control that utilizes tools like Jira and Slack for chat-based Change Advisory Board (CAB) meetings instead of mandatory sit-downs, making the process "more conducive to everyday work". A core innovation discussed is the "war room" chat, where the team "swarms" major incidents, allowing engineers (the "smart people") to focus solely on fixing the problem while an incident manager handles proactive, standardized communication to the user base via tools like Atlassian Status Page. Crucially, the episode stresses the importance of shifting IT culture from the introverted "techie in the basement" stereotype to a customer-centric service industry that views helping people as a privilege, thereby building user confidence and trust by ensuring the uptime and reliability needed by the company. Get ready to gain insight into leveraging creativity and collaboration to stick to their guns and successfully implement ITSM policies that benefit the entire organization. 

Tune in to the Outside-IN podcast to hear Charles Riddervold, National Director of Operations and Proposal Strategy, who began his career in mail security nearly 40 years ago while screening packages for soldiers in the Army, discuss why the modern corporate mailroom is a crucial vulnerability and a potential entry point for real threats. Discover why mail security has become a massive priority, driven by the immediate danger to people from letter bombs and white powder scares, such as the mid-2010s ricin attack that cost the Department of Justice almost $7 million, as well as newer threats like industrial chemicals and drugs such as Fentanyl. This episode explores the multi-layered process of mail screening, detailing methods that range from simple visual inspection and basic X-raying to deep chemical, biological (CBRNE), and radiological screening, including the logistics of using costly onsite negative pressure air rooms or managing the typical 24-hour lag of offsite screening. Learn how IST leverages advanced technologies like Ray Secure CT scanners and "Smart Tech," which connects local X-ray operators to remote EOD experts, to secure high-risk verticals like healthcare and government contractors. The discussion also covers critical contingency planning, the fact that 90% of mail-borne threats typically arrive via USPS rather than commercial carriers, and the essential creativity required in designing a tailored security plan, focusing on asking clients the pivotal question, "What are you afraid of?" to ensure effective protection. 

Join us on "Outside-IN" as we welcome back Maggie Cantalupo, an expert who has seamlessly transitioned her extensive background in five-star hospitality, from luxurious resorts to prestigious hotels like the Essex House, into the dynamic world of modern Workplace Experience. In this insightful episode, Maggie reveals how the corporate environment has evolved far beyond traditional reception and conference room management. Discover that the modern "five-star office" isn't just about luxury, but about creating a truly welcoming, tailored environment that resonates with an organization's unique culture and values. Maggie emphasizes that "hospitality is the foundation" for all professional spaces, detailing how IST leverages its three pillars—people, processes, and technology—to deliver customized services that meet diverse needs. Learn why focusing on the emotional well-being of employees is paramount, as "it's important to be cared for because that's where your productivity is going to come from", ultimately leading to higher retention and a thriving workforce. This episode offers invaluable perspectives on designing every touchpoint of the office with "heart", ensuring a seamless extension of your brand and a place where everyone wants to be.  

In this episode of 'Outside-IN,' join Jim Pelley, National Director of Court Reporting, as he dives into the crucial digital evolution of court reporting, a necessary shift addressing the industry's significant shortage of traditional stenographers. You'll learn how specialized tools, unlike generic platforms, offer unprecedented audio quality with separate recording channels for each participant, ensuring clarity and accurate transcription even when multiple people are speaking. Discover how these advanced solutions provide attorneys with secure and precise control over exhibits, allowing for strategic sharing and even highlighting of specific document sections without ever giving up control of the original file. Jim also highlights the ease of adoption of these technologies, supported by certified electronic reporters, and how this client-centric approach is making legal proceedings more efficient, accessible, and flexible than ever before, adapting to the unique needs of attorneys and paralegals. 

This episode of Outside-IN we talk with Todd Kunz, the National Director of Managed Review Services at IST, shares his unique journey into the eDiscovery and Managed Review business, driven by a knack for logic and problem-solving. Todd shares an insightful perspective on optimizing managed review processes, starting from the crucial, often overlooked, eDiscovery agreement stage where the biggest cost savings can be achieved by keeping options open for technology use. We delve into the cutting-edge technologies like continuously active learning (CAL) and Large Language Models (LLMs) used to efficiently manage vast amounts of data, while emphasizing the critical importance of human vetting and iterative processes to ensure defensibility and accuracy. Todd also candidly addresses managing client expectations, explaining why the process is inherently "imperfect" and how a robust, documented QC (Quality Control) process is vital to producing high-quality, defensible work. Furthermore, the discussion highlights the strategic design of workflows to reduce unnecessary "document touches" and the importance of talent, including how remote work has expanded recruitment pools and how IST attracts top performers through competitive pay and genuine engagement. Todd reveals that creativity is at the heart of effective managed review, constantly seeking better, more logical ways to approach data and solve complex challenges. Tune in to discover the intricate blend of process, technology, and human ingenuity that defines modern managed review. 

In this poignant and inspiring episode of the Outside-In podcast, we delve into the world of cystic fibrosis and the incredible impact of community and support. Join us as we sit down with Hal Blackman, CEO of IST Management, and Jennifer Stasney and Blake Jones, a remarkable mother-son duo who have been living with cystic fibrosis for over a decade. With unflinching honesty and vulnerability, they share their personal story of struggle, resilience, and hope, highlighting the challenges of living with a chronic illness and the transformative power of fundraising, research, and advocacy. Through their story, we explore the vital work of the Cystic Fibrosis Foundation and the remarkable progress being made in the fight against this devastating disease. This episode is a testament to the human spirit, the importance of compassion and connection, and the difference that can be made when people come together to support a common cause. Tune in to be inspired, educated, and moved by this unforgettable conversation. 

eDiscovery is complex, but the right workflow can make all the difference. In this episode of Outside-IN, host Brad Burgess sits down with Greg Caraway, VP of Legal Solutions at IST, to break down how a single-tool workflow simplifies the review process, reduces costs, and enhances efficiency. They discuss the power of early case assessment (ECA), analytics, and technology-assisted review (TAR) within Relativity, showing how these tools streamline document review and help legal teams work smarter, not harder. Whether you're dealing with massive datasets or looking for better pricing predictability, this episode has the insights you need to navigate the evolving world of eDiscovery. 

In this episode of Outside-IN, we dive into the evolution of hospitality in the corporate world and how it's now shaping the broader concept of Workplace Experience. Host Brad Burgess sits down with Maggie Cantalupo, National Director of Hospitality, to explore the critical role of conference room management, hybrid meeting technology, and service-driven office operations. From ensuring seamless meetings to enhancing workplace efficiency, this conversation highlights how IST delivers innovative solutions that transform the way businesses operate. 

In this episode of Outside In, we delve into the intricate world of digital forensics with IST's Arthur Schmeiser, National Director of Forensics eDiscovery, exploring how their expert team navigates the complexities of data collection, analysis, and preservation. From senior professionals with advanced certifications providing defensible evidence in court to innovative remote collection methods that streamline processes for clients worldwide, IST sets the standard for excellence. Learn how their transparent, client-focused approach, bolstered by cutting-edge technology and AI advancements, ensures secure and reliable solutions in a rapidly evolving landscape. Whether addressing litigation, employee investigations, or emerging challenges like deep fakes, IST's dedication to precision and efficiency shines through. 

In this special episode of the Outside-IN podcast, host Brad Burgess takes listeners on an insightful journey into how AI is transforming the business landscape at IST Management and beyond. Through compelling firsthand accounts from leaders like Jordan McQuown, Sara Asgur, Jay Lafont, Sean Mannix, and more we explore the true potential of AI—debunking myths and showcasing its role as an empowering tool, not a job replacer. From boosting efficiency in document review and aiding creative problem-solving to fortifying data security and enhancing employee training, this episode reveals how AI is reshaping workflows and augmenting human expertise. Tune in to discover why AI is not just the future but a vital partner in the present, helping teams work smarter, faster, and more effectively. 

In this episode of Outside-IN, we dive into the future of document management with IST Management's Operations Manager, Mark Whitley, who reveals how digital mail solutions are transforming the way businesses handle critical mail and documents. From enhancing security and compliance to streamlining workflows in hybrid work environments, IST's DocStor solution offers organizations a flexible and efficient way to stay connected, no matter where their employees are located. Tune in to discover how digital mail is helping companies centralize control, reduce costs, and future-proof their operations in a rapidly evolving landscape. 

In this episode of Outside-IN, Jay LaFont, Senior National Director of Human Resources, helps us explore how IST is revolutionizing employee training and development to meet the demands of a rapidly changing work environment. From the PACE Program, which transforms hospitality workers into office service professionals, to the SMART Program designed to develop crucial leadership soft skills, IST is committed to fostering growth from within. With insights into their innovative use of AI in training and a focus on personalized development, this conversation highlights why continuous learning is key to both employee satisfaction and business success. Tune in to discover how IST's cutting-edge approach is shaping the future of workforce development. 

In this episode of the IST podcast Outside In, host Brad Burgess sits down with industry veteran Stuart Schwartz, Senior Vice President and Partner, to explore how technology is revolutionizing the management of mail and packages in higher education and beyond. With nearly 30 years of experience in the outsourcing industry, Stuart shares insights on the importance of building strong relationships with clients, selling with integrity, and fostering innovation. The conversation highlights IST's cutting-edge kiosk and smart locker systems, which are transforming how universities and businesses manage the surge in package deliveries driven by on-demand ordering. Listeners will learn how these solutions drastically reduce wait times—from two hours to just two minutes—and how this technology is expanding into corporate, legal, and government sectors. Whether you're curious about emerging tech trends or looking for ways to enhance operational efficiency, this episode provides valuable lessons on creative problem-solving and collaboration. 

If you're curious about how IST uses AI to help our legal clients catch up and compete in today's competitive market, this episode is for you. On Outside-IN, guest Jordan McQuown (CISO/CIO of IST Management) delves into his early interest in technology and where he sees it headed. We discuss Image Recognition, Text Analysis, Named Entity Recognition, and Language Translation, which accelerate processes, reduce human error, and improve litigation efficiency. To learn more about how AI technology is reshaping litigation and optimizing decision-making, you won't want to miss this episode.

Dive into eDiscovery and AI in our latest podcast episode featuring IST's Senior eDiscovery Project Manager/Sales Engineer Sara Asgur! Listen as Sara shares her journey in the field and the revolutionary ways AI is being utilized to streamline the review process. Discover how AI significantly reduces review volumes, boosts efficiency, and enhances consistency for small to mighty firms. Uncover tools such as machine translation, email threading, and ChatGPT, changing the game for clients. This episode guarantees insights into AI's role in enhancing project management and creating a more dynamic, adaptable service. Tune in for a fascinating discussion that challenges the view of AI as a mere replacement for human expertise.  

On Outside-IN, Regional Operations Manager Charles Riddervold shares the power of IST's problem-solving partnership. Focusing on solving faulty package distribution services at Loyola University, Charles highlights the swift implementation of the MSPT system and IST Kiosk to streamline package pick-up from 15 minutes to under two. Beyond exceptional, adaptive technology, we discuss the synergy between technology, teamwork, and client-centric approaches in delivering superior service.  

On Outside-IN, Sean, IST's IT Security Engineer II and an IT infrastructure and cybersecurity expert discusses the human element in securing IT systems. Sean stresses user awareness training, vigilance against phishing, and the evolving tactics of threat actors in cybersecurity. We also touch on AI's dual role in cybersecurity - from DeepFakes risks to behavioral analytics benefits. The conversation dives into data security, privacy nuances, and legal governance. Sean shares security tips, including unique passwords and multi-factor authentication. Stay ahead of cyber threats and take actionable steps to improve data security on Outside-IN.  

Regional Operations Manager and Army Veteran Charles Riddervold shares his experience with the Partnership for Your Success (PaYS) program, an initiative by the United States Army to help veterans transition into civilian careers, and IST's brand new partnership.   Sourcing military veterans for career opportunities highlights their strong work ethic, leadership skills, and commitment to excellence. On Outside-IN, we touch on the misconceptions about the military, the importance of leadership training, and the role of creativity in finding innovative hiring solutions.  

Finding the right career opportunity can feel like a frustrating and impersonal experience for applicants, but Vice President of Talent Acquisition Sydney Ayers challenges this mindset with intentional action. On Outside-IN, we talk about IST's recruitment efforts, from LinkedIn connections to campaigns sourcing military personnel and what not to do in your hiring process. 

The term AI receives a full spectrum of responses in the legal world. From excitement to fear, attorneys and their clients are navigating how AI will affect their service, and, for some, suspicious that it will enhance it. On Outside-IN, National Director of Training Jeff Grogan joins us to explain AI, sharing its current use in litigation and where it's headed. We discuss past feared technologies that have earned a trusted place in the EDRM process and tackle what everyone is talking about– generative AI. 

IT Service Management (ITSM) is the playbook needed for successful change management and is needed now more than ever as technology frames our operations. IST's Senior Director of IT Infrastructure, Ted Korba, shares the tools and processes to transform any entity into a prepared, stronger company that fully utilizes its IT team.   This episode also discusses redefining IT with customer service, Jira, IST's "war room" channel, and a tiered approach to change management. 

Imagine the power of centralizing all your services into one singular database. Real-time reporting connecting national operations is at the click with IST's proprietary software, IST Suite.    Vice President of Technical Solutions Andrew Addison shares how IST Suite has engineered IST's leading technologies and where it's headed in 2024 and beyond. Today's work expands beyond one location, and Addison believes that software like IST Suite can unite not only your operations but also your company's culture.   Find out how IST Suite can get your operation on the same page on Outside-IN with host Brad Burgess. 

Vendor management can be an uphill battle for any operation. Each contract represents a different service, with new processes and payment plans to manage while successfully operating a facility. The administrative burden can escalate quickly, dividing managers' time between leading their teams effectively and handling these essential support services.   That's where Integrated Facilities Management comes in, consolidating numerous contracts into one single partnership. On Outside-IN, we speak with IST Operations Manager James Love about this service in action, how personalized technology plans reveal new cost-savings, and the return of a clear vision for clients. 

When firms expand their operations, they shouldn't have to compromise fast and secure communication with physical mail. Digital Mail is one part of this solution. By scanning mail into a document management system, firms rely less on stationary mailrooms and eliminate the time-consuming tasks of receiving mail.   The second part is the unique partnership needed to implement and successfully adapt it to meet the needs of each client.   Operations Manager Kimberly Hamamoto discusses IST's collaborative partnership with a multi-campus firm in California, optimizing a Digital Mail application and pairing it with IST specialists to keep the mail moving and service elevated. 

Creative solutions build lasting partnerships. Senior Vice President and Partner Stuart Schwartz discuss the adaptable, expedient package service the IST Kiosk provides for any size mailroom. Paired with secure locker systems, the IST Kiosk turns a gridlocked operation into an easy, user-preferred service that can adapt to an infrastructure.  Learn how the IST Kiosk and secure locker systems are currently winning over universities nationwide, and explore how these technologies can serve firms, corporations, and more in Outside-IN with host, Brad Burgess.

Providing national support, localized to address clients in any city, may seem too good to be true. Still, with leaders like Senior Vice President and Partner Kim Oleniacz, IST Management can position any operation for success.  On Outside-IN, host Brad Burgess speaks with Kim about IST's adaptable FM service and support structure that can serve multi-campus infrastructures. Also in discussion: personalizing hoteling spaces, how communication drives IST's service, and the resiliency of our partnership; even a snowstorm can't disrupt! Tune in.

Today's eDiscovery is an endless landscape of options, each providing different strategies to handle litigation and yielding new advanced technology to increase the speed of service. So how does one determine the best option? Vice President of Legal Solutions Greg Caraway shares what to consider and what's currently influencing eDiscovery on Outside-IN.

Civil and criminal case processes may differ, but the end goal is the same if you have a solid partnership with a competitive forensic vendor. IST Management CIO/CISO Jordan MCQuown tells us about the essential role of the forensic analyst and where CSI gets it wrong on our podcast, Outside-IN, with host Brad Burgess.

Brad Burgess talks with Maggie Cantalupo about Hospitality and conference room management. 

Brad Burgess speaks with Senior Project Manager Sherry Godfrey about the keys to managing an efficient document review project

Brad Burgess, the host of Outside-IN, discusses what law firms are looking for in a litigation support partner with Bill Goodwin, of Sterne Kessler.

IST's National Directors of Managed Review, Nicole Fryson and Denika Thomas discuss the advantages of utilizing IST's whole-team approach to document review on Outside-In with host Brad Burgess.

Brad Burgess hosts Outside-IN with guest Christian Almeida, IST's On-Site Operations Manager at Northeastern University, to discuss IST's Kiosk application and Smart Locker technology. These technologies are helping universities, and colleges get overnight packages into the hands of their students, staff, and faculty faster and more efficiently.

Brad Burgess, host of Outside-IN, discusses with IST's Ben Moore, Business Analyst, how IST's Space Planning software helps companies better manage their workspaces.

Outside-IN Host Brad Burgess talks with Kim Oleniacz, Senior Vice President/ Partner on the advantages of Integrated Facilities Management over Facilities Management, and why companies are switching to IFM.

Outside-IN host, Brad Burgess, discusses with Michael Nelson, Senior Vice President & Partner, eDiscovery, the topic of Virtual Managed Review

Outside-IN host Brad Burgess spoke with Andy Jacobs, National Director of Digital Forensics, on employee departures and forensics's role.

Outside-In host Brad Burgess discusses with Brian McManus SmartLockers and how they are changing the way business centers deliver mail and packages to end-users.

Connie Snow, IST's National Director, of Court Reporting Operations, and how the world of depositions has changed over the past year and what the future of Court Reporting looks like. 

Looking Back to Look Forward: Lessons learned from the pandemic to ensure your office services still run efficiently during a crisis.

Greg Caraway VP Legal Solutions providing real results through IST's Legal Solutions.