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Ark Group’s 10th Annual in the Legal Profession October 22-23, 2014 ~ SUNY Global Center ~ State University of New York ~ New York, NY

So what have we learned in the last 10 years (since Ark began hosting its annual KM conference)? Were the expectations unreasonable? Did we act on what we said our Featuring Key Contributions From: priorities would be? Have we delivered KM, or have we redefined it? Larry Prusak, Researcher, Consultant (was Founder/

Clearly, KM has not been left behind or subsumed into other support functions. of the Institute for - IKM) However, KM must continue to evolve in step with changing working practices and behaviors in order to meet and exceed changing expectations of lawyers and their Joshua Fireman, Founder & President, clients–rather than constantly seek innovation for the sole purpose of redefining the Fireman & Company future of the function itself. Ron Friedmann, Fireman & Company

The convergence of technology and economics has triggered new market demands, Jeffrey S. Rovner, Managing Director for Information, providing the legal industry with unprecedented opportunities to reshape how lawyers O'Melveny & Myers LLP engage with clients and each other. Adam Bendell, SVP, Strategic Development, FTI Consulting

What is the role of Knowledge in client development? Can KM bridge the gap between Peter Krakaur, Business Advisor & Principal, PK Consulting Marketing and Sales by translating “know-how” into products or services that can be commercialized for client development—refining the “knowledge advantage” in ways Julia Randell-Khan, Head of International Client Development, Freshfields Bruckhaus Deringer LLP (UK) that differentiate the firm from the competition?

What is the role of Knowledge in professional development? Can we stretch the Meredith L. Williams, JD, Chief Knowledge Management Officer, Baker, Donelson, Bearman, Caldwell & resources of practicing attorneys to improve client service, employee engagement and Berkowitz, PC other critical areas for internal improvement by integrating practical attorney and staff learning at the intersection of , technology, knowledge Lori Reese Patton, , Womble Carlyle Sandridge & Rice, LLP management, and traditional legal skills?

What tangible benefits have come of the lateral thinking across firm functions— Bill Turner, Chief Knowledge Officer, Womble Carlyle Sandridge & Rice, LLP embedding knowledge-sharing techniques that help drive BI, CI, CRM, Pricing and other strategic initiatives? Amy Fox, Lead Knowledge Management Counsel, Legal and Corporate Affairs, Intel Corporation And how might the convergence of technology, economics, information access and data security, reshape the law firm KM function of tomorrow? V Mary Abraham, Consultant, writer & knowledge management advisor, Above and Beyond KM We hope you will join us for Ark Group’s 10th annual Knowledge Management in the Robert H. Brunson, Partner, Chair of Operations & Finance Legal Profession conference taking place this coming October 22-23 at The SUNY Committee, and leads Legal Project Management Initiative, Global Center—State University of New York. Nelson Mullins Riley & Scarborough LLP

With tiered, in-the-round seating, and power and microphones at the desktop, this Brent E. Kidwell, Chief Knowledge Counsel, state-of-the-art facility is the perfect complement to the level of interaction we expect Jenner & Block LLP at this year’s forum! We sincerely hope to see you there... Toby Brown, Chief Practice Officer , Akin Gump Strauss Hauer & Feld LLP

Brenton B. Miller, Global Director of Knowledge Management, Cleary Gottlieb Steen & Hamilton LLP

Scott D. Rechtschaffen, Chief Knowledge Officer, Littler Mendelson P.C.

Andrew Baker, JD, Global Director of Legal Technology Innovations Office, Seyfarth Shaw LLP

Lisa J. Damon, Partner and Executive Committee Member, Seyfarth Shaw LLP

Alicia Hardy, Director of Professional Support, White & Case (UK)

Oz Benamram, Chief Knowledge Officer, White & Case

And Others!

Ark Group’s 10th Annual Knowledge Management in the Legal Profession

DAY ONE—Wednesday, October 22, 2014

8:30AM Sign-In & Networking Breakfast Bruckhaus Deringer LLP (UK), Meredith L. Williams, JD, Chief Knowledge Management Officer, Baker, Donelson, Bearman, Caldwell & Berkowitz, PC, 9:00AM Opening Remarks: Conference Others TBD Joshua Fireman, Founder & President, Fireman & Company 12:00PM Networking Luncheon 9:05AM KEYNOTE Fulfilling the Promise of Knowledge Management – 1:00PM PANEL DISCUSSION How has KM fared Outside of Law? "The Hive" - Knowledge Socialization and the KM Ecosystem The conscious practice of Knowledge Management is about 25 years old now and Have we truly tapped into or even begun to visualize the knowledge ecosystem we have all learned much about what it has, and has not delivered – both in that exists within our law firms? The opportunity for KM to assume a more theory and in practice since those early days. Mr. Prusak has been focused on this strategic position within law firms is largely driven by economics and the subject as a researcher and consultant for all of those 25 years and will evolving needs and sophistication of the firm’s clients. And without question, summarize in this keynote address what he sees as currently working (and not there is a flurry of activity within firms to “modernize” internal business working) in managing knowledge, and what challenges lie ahead for this difficult, processes for the benefit of the client—ideally improving the client experience. but critical practice. This lively panel discussion will illustrate the benefits to imagining the firm as a knowledge network (“the hive”) — encouraging lateral thinking across firm Larry Prusak, Researcher, Consultant (was Founder/Executive Director of the functions—embedding knowledge-sharing techniques that essentially drive BI, Institute for Knowledge Management - IKM) CI, CRM, Pricing and other strategic initiatives in an inevitable (future) post-silo

9:45AM environment. How can we convince lawyers that creating a viable knowledge 10 Years Gone: From Content to Tools to Productivity... delivery organization will help translate “know-how” into a product that can be commercialized and used to grow the business for the greater good of the firm? What have we learned in the past 10 years (since Ark began hosting its annual KM conference)? Were the expectations unreasonable? Did we act on Eric Hunter, Director of Knowledge, Innovation & Technology Strategies, what we said our priorities would be? Have we delivered KM, or have we Bradford & Barthel, LLP, Christopher Smith, Director of Knowledge redefined it? This lively discussion will begin with a retrospective view on KM’s Management, Sullivan & Cromwell, Others TBD most rampant, unmet or miscalculated goals -- as well as its most auspicious achievements in the past 10 years -- including succinct messages transmitted 1:45PM CASE STUDY from 10 years in the future (Jeff Rovner) as well as from 10 years in the past Integrating Practical Attorney & Staff Learning at the Intersection (Adam Bendell). Attendees will also discuss changing skill sets and will attempt of Talent Management, Technology, Knowledge Management, to draft a job description for the law firm KM Director -10 years in the future. Traditional Legal Skills and Creativity What are the most critical strategic and operational goals of Knowledge Womble Carlyle is leveraging learning and professional development with an eye Management today—and how is this likely to evolve in the near future? on the firm’s broader organizational and leadership needs, recognizing individual and team strengths, moving people to areas of responsibility that play to their Joshua Fireman, Founder & President, Fireman & Company, Ron Friedmann, natural strengths, and then providing access to this collective expertise for the Fireman & Company, Jeffrey S. Rovner, Managing Director for Information, benefit of the team, firm or client. This case study will shed some light on current O'Melveny & Myers LLP, Adam Bendell, SVP, Strategic Development, professional development initiatives at Womble Carlyle designed to impact client FTI Consulting service, employee engagement and other critical areas for internal improvement, 10:30AM Morning Networking & Coffee Break while seeking to stretch the resources of its practicing lawyers to support and brainstorm ideas to impact ongoing challenges facing firm management. 11:00AM SURVEY RESULTS Trends & Analysis: Attendee Precedent Development and Lori Reese Patton, Chief Learning Officer, Womble Carlyle Sandridge & Rice, Maintenance Survey Results LLP co-presenting with Bill Turner, Chief Knowledge Officer, Womble Carlyle Sandridge & Rice, LLP Lawyers rely on precedent documents to draft their contracts. Law firms and departments deliver these critical documents in various ways—creating 2:30PM Afternoon Networking & Coffee Break custom-drafted documents by PSLs or fee-earning lawyers, licensing content from third party providers, and relying on automated approaches via search, 3:00PM CASE STUDY document assembly and contract data analysis. In this 15-minute session, we will History, Culture and Experience: What Can Law Firms Learn about explore fresh survey data from attendees of this conference to help form -Sharing from their Corporate Counterparts? consensus around what makes most sense for today’s market and the attendant Are law departments experiencing a greater sense of urgency to capture cost pressures. experiential know-how and wisdom, as baby-boomers begin to retire and a new generation of leadership emerges? The fundamental benefit of true knowledge Peter Krakaur, Business Advisor & Principal, PK Consulting management is that it captures and aggregates (in an easily retrievable format) 11:15AM PANEL DISCUSSION wisdom or “know-how” which translates to actionable information. However, The Business of Knowledge Management: KM’s Evolving Outward, making tactic knowledge-sharing viral has proven to be extremely difficult in a Client-Facing Role and the Commercialization of Knowledge- law firm environment. Far too often, law firms invest in systems and technology Sharing Tools as opposed to people and process. This discussion will shed light on how experiential “know-how” is captured and leveraged within a corporate law KM is evolving from an inward-facing support function for practicing attorneys to department, and why the management of tacit knowledge requires greater an outward, client facing initiative that drives engagement (and ultimately investment in people and process, than in systems and technology. revenue), extending the same invaluable service it has been providing to firm attorneys, directly to firm clients. In this illuminating discussion, our esteemed Amy Fox, Lead Knowledge Management Counsel, Legal and Corporate Affairs, panel will discuss the ‘role of Knowledge’ in client development, as well as the Intel Corporation commercialization of knowledge-sharing tools (capable of applying the firm’s knowledge base—both legal and financial—for the health and benefit of the 3:30PM client), and how these client-facing capabilities potentially: So You Think You Know Search…? Addressing the disconnect between what law firms think they know about x bridge the gap between Marketing and Sales by translating KM “know-how” Search—and what’s actually happening. into products or services that can be commercialized for client development x broaden Practice Support & Knowledge Management initiatives to en- PANEL: Panelist names TBA shortly... compass client service, competitive intelligence and business development x refine the “knowledge advantage” in ways that differentiate the firm from the 3:45PM Closing Remarks - Day One competition Joshua Fireman, Founder & President, Fireman & Company x changing the dynamic of the firm/client relationship 4:00PM Julia Randell-Khan, Head of International Client Development, Freshfields Networking Reception

Ark Group’s 10th Annual Knowledge Management in the Legal Profession

DAY TWO—Thursday, October 23, 2014

8:30AM Registration & Networking Breakfast advantage? Law firm leaders have begun to understand the challenges and the need to innovate; yet they struggle to convince their partners–and particularly 9:00AM Opening Remarks: Conference Chairperson their major rainmakers–that current business models are broken. This panel V Mary Abraham, Consultant, writer & knowledge management discussion will illustrate both how and why some law firms are assembling in- advisor, Above and Beyond KM house R&D groups or innovation councils, dedicated not only to assessing firm and client priorities (and the processes and technologies that support service 9:05AM “TED-Style Session” delivery) – but also to test new product and process innovations helping to How is Legal Work Changing? In What Ways will Tomorrow’s create new offerings that will advance the business of law and redefine service Lawyers be Different than Lawyers Today? delivery models. The challenge today is to resist being too enamored by technology, and to think more long-term about the way legal work is changing. While technology is Scott D. Rechtschaffen, Chief Knowledge Officer, Littler Mendelson P.C., certainly part of the equation, an emphasis on process is fundamental to getting Andrew Baker, JD, Global Director of Legal Technology Innovations Office, ahead of the curve. SeyfarthLean Client Solutions Group, Seyfarth Shaw LLP, Lisa J. Damon, Partner and Executive Committee Member, Seyfarth Shaw LLP, Others TBD Robert H. Brunson, Partner, Chair of Operations & Finance Committee, and leads Legal Project Management Initiative, Nelson Mullins Riley & Scarborough LLP 12:00PM Networking Luncheon

9:30AM “TED-Style Session” 1:00PM CASE STUDY What is the role of Knowledge Management in Enhancing Matter Pathways: Embedding Knowledge R&D in Client Service to Information Security? Drive Business Efficiency Information security is more about managing an end-to-end system, rather than the installation of “technical solutions.” And like any other support system, there Demonstrating how innovation in knowledge delivery can improve business are always a number of components to be mindful of – particularly the people, efficiency in law firms processes, and policies, that govern information and knowledge management. Alicia Hardy, Director of Professional Support, White & Case (UK) Does KM have a role to play in enhancing Information Security? Does KM even Oz Benamram, Chief Knowledge Officer, White & Case have a seat at the table? How might this change? This session will discuss the potential impact of a changing security environment on Knowledge Management. 1:30PM INTERACTIVE SEGMENT Brent E. Kidwell, Chief Knowledge Counsel, Jenner & Block LLP Into the Fish Bowl: Tapping the Collective Wisdom of Your Peers In this unique, interactive segment we will tap the wisdom of the KM Legal crowd 10:00AM Morning Networking & Coffee Break to share solutions to the biggest KM challenges affecting attendees. Our conference space will become a fishbowl, with three practitioners from the 10:30AM DEBATE & DISCUSS audience sitting in the middle of the room. Participants will be asked to innovate What Aspects of a Changing Law Firm Landscape will have the to solve an existing problem-or capitalize on a new opportunity–perhaps Biggest Impact on KM in the next 5 Years? accomplishing or creating new processes or outcomes. As the discussion shifts, The members of this panel each seem to know exactly which trend will have the other experts in the audience will move into the fishbowl to enrich the learning biggest impact on law firm KM over the next five years. The only problem is that and help to vet new ideas – ideally molding them into something actionable. none of them agrees with the others! Toby Brown feels it’s quite obvious that the Unlike many conference sessions, this will elicit the expertise of the attendee changing billing environment (AFAs and ever-increasing pressures on firm base and solution providers on hand to help surface practical knowledge gained economics) is the biggest driver of all phases of law firm management, including at the frontlines of legal KM. Come prepared to share your expertise and learn KM. Brent Miller counters with the notion that the mobile data access revolution from experts at other firms and organizations!

(including those rumblings about client security audits and associated 2:30PM Afternoon Networking & Coffee Break restrictions on data access) is the front edge of a tempestuous storm of change about to pour down on law firm knowledge managers. And finally, our third panelist will make the case that the greatest disruptive force changing the 3:00PM CLOSING DISCUSSION business and “practice support paradigm” will come from process and practice What's Next for Your KM Program? A KM Self-Assessment outsourcing--potentially shrinking the KM universe within law firms! How will Where do we go from here? Are you over-invested in areas that may be past their firms best utilize outsourced capabilities and make it their own? Listen as each of prime? Clearly, KM has not been left behind or subsumed into other support our expert panelists makes the case for his or her vision of what lies ahead for functions. However KM must continue to evolve in step with changing working KM. When the dust has cleared and the combatants have gone to their respective practices and behaviors in order to meet and exceed changing expectations of corners, session attendees will then debate and discuss these three trends as lawyers and their clients–rather than constantly seek innovation for the sole well. It is not just our panelists’ pride and predictive skills on the line with this purpose of redefining the future of the function itself. In this session attendees session: the success of your own firm’s KM strategy may depend on the outcome will have a chance to measure their KM programs against a maturity model to see as well. where they have made progress and where they may need additional focus. Attendees will also have an opportunity to take a look at more mature KM Toby Brown, Chief Practice Officer , Akin Gump Strauss Hauer & Feld LLP programs outside the legal industry to get a sense of what other avenues they Brenton B. Miller, Global Director of Knowledge Management, Cleary Gottlieb might pursue. This session will be particularly valuable to managers who want to Steen & Hamilton LLP, And a speaker TBA set a productive course for their firm's KM efforts.

V Mary Abraham, Consultant, writer & knowledge management advisor, 11:15AM PANEL DISCUSSION Above and Beyond KM Developing a Law Firm R&D or Innovation Counsel What is the proper framework and support for innovation? 3:45PM Closing Remarks: End of Conference How do you finance, let alone discuss the innovation imperative with law firm V Mary Abraham, Consultant, writer & knowledge management leaders in ways they’ll understand and accept? The convergence of technology advisor, Above and Beyond KM and economics has triggered new market demands, providing the legal industry with unprecedented opportunities to reshape how lawyers engage with clients and each other. Most KM practitioners certainly “get it” and embrace the coming disruption in the industry. But how do KM professionals help law firm leadership bring about the innovation that will strengthen their firm’s competitive  @   Fax back this form to: Or call us at: Or Email: Register online at: Ark Group +1 312 873 4695 +1 312 212 1301 [email protected] usa.ark-group.com 401 S. LaSalle St. Suite 1200-H Chicago, IL 60605 REGISTRATION FORM Knowledge Management in the Legal Profession 2014 (NY)

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Signature Venue and Accommodations I have read the terms and conditions below This forum will be held at The SUNY Global Full Two-Day Conference (OCT 22-23) $1,795 Center located at 116 East 55th Street Admission for Vendors/Solution Providers $2,195 (Btw. Park and Lexington Ave) in the SUNY Global Classroom—a state-of-the-art facility EARLY-BIRD DISCOUNT: I am registering before August 30th and would with tiered, in-the-round seating. For more like to claim my 15% early bird discount! details, please contact Peter Franken at [email protected] or by phone at 312-212-1301... For team discounts, please call Peter Franken at 312 212 1301

Please note: payment must be received in full prior to the event to guarantee your place Who Will Attend This Conference

□ □ □ Ark Group’s 10th annual Knowledge Management in the Legal Profession Card number conference is a highly interactive forum researched with and developed exclusively for directors of knowledge management, business intelligence, law firm operations, Expiration Date CIOs, CMOs, CFOs, heads of library and information services, client, professional and Security Code practice support thought leaders—as well as those involved in coordinating or leveraging resources within these functions—including

□ Payment in the mail (checks made payable to Ark Group USA) attorneys, practice group leaders and managing partners. □ Multiple bookings: please invoice separately

Registration conditions 1. Registrations can be submitted at any stage prior to the event, subject to availability. A limited allocation is being held and registering early is Exhibition & Sponsorship Opportunities therefore recommended, in the event of the registration not being accepted by Ark Group the total amount will be refunded. 2. Payment must be received in full prior to the course. 3. All speakers are correct at the time of printing, but are subject to variation without notice. 4. If the delegate cancels after the registration has been accepted, the delegate will be liable to the following cancellation charges: - Cancellations notified over 45 days prior to the event will not incur a cancellation fee. If you are interested in sponsorship opportunities - In the event of a cancellation being between 45 and 30 days prior to the event, a 20% cancellation fee will be charged. for this (or any) Ark Group event, please contact - For cancellations received less than 30 days prior to the event, the full delegate rate must be paid and no refunds will be available. 5. All registrations submitted by e-mail, fax, or over the telephone are subject to these booking conditions. Kevin Klein for more details at 312-212-1302, or via 6. All cancellations must be received in writing. email at [email protected] 7. Ark Group will not be held liable for circumstances beyond their control which lead to the cancellation or variation of the program. 8. Please make checks payable to Ark Group USA.

Ark Group does have a financial aid policy to provide CLE programs for certain qualifying attorneys who are unable to attend due to cost considerations. For further information please contact Peter Franken [email protected] or 312-212-1301. Organization ARK GROUP USA

Ark Group’s 10th Annual Knowledge Management in the Legal Profession

THIS CONFERENCE WILL BE HELD AT: October 22-23, 2014 — New York, NY The SUNY Global Center The State University of New York 116 East 55th Street (Btw. Park and Lexington Ave) New York, New York 10022 http://global.suny.edu/building/brochure/globalclassroom.cfm

The SUNY Global Center serves as the headquarters for the (SUNY) system’s international operations, and is the public face of the state university system in New York City. This forum will take place in the Global Classroom--which is a state-of-the-art facility with tiered, in-the-round seating, and power and microphones at the desktop fostering seamless interaction between speakers and audience members.

Hotels within walking distance to the conference venue:

Marriott Courtyard New York Manhattan/Midtown East 866 Third Avenue New York, NY 10022 212.644.1300 www.marriott.com/hotels/travel/nycme-courtyard-new-york-manhattan-midtown-east/

Doubletree Metropolitan Hotel 569 Lexington Avenue (at 51st St.) New York, NY 10022 212.752.7000 www.metropolitanhotelnyc.com/

Omni Berkshire Place Hotel 21 East 52nd Street (between Madison & 5th) New York, NY 10022 212.753.5800 www.omnihotels.com/FindAHotel/NewYorkOmniBerkshire.aspx

Club Quarters Rockefeller Center 25 West 51st Street (Off 5th Avenue opposite Rockefeller Plaza) New York, NY 10019 212.262.3200 www.clubquarters.com/loc_nyRockefellerCenter.aspzx

Affinia Manhattan 155 East 50th Street 212.751.5710 www.affinia.com/New-York-City-Hotel.aspx?name=Affinia-50

Carvi Hotel New York 152 East 55th Street New York, NY 10022 212.752.0600 www.carvihotel.com

Marriott Renaissance 130 East 57th Street 212-753-8841 Reservations

Hotel Elysee 60 East 54th Street 212-753-1066 Reservations

St. Regis New York 2 East 55th Street 212-753-4400 Reservations

Directions, Maps & Other Details...

SUNY Global Center 116 East 55th St. (Btw. Park and Lexington Ave) New York, NY 10022 212-317-3500

Directions to the SUNY Global Center from primary arrival points in NYC:

Grand Central Terminal (MTA Metro-North Railroad): The Global Center is a .75-mile walk North on Park Avenue. Pennsylvania Station (Amtrak, Long Island Railroad, New Jersey Transit): Take a Queens-bound E subway train to the “Lexington Avenue-53rd Street Station”. Alternatively it is a short taxi ride or a 2.0 mile walk. Port Authority Bus Station: Take a Queens-bound E subway train to the “Lexington Avenue-53rd Street Station”. Alternatively it is a short taxi ride or a 1.5 mile walk.

Parking: The Global Center does not have its own parking facility. However, there are numerous parking garages in the area. Rates fluctuate, but you can expect to pay about $40 per day.

{Rates for all garages in the neighborhood vary greatly by day of the week and timing. You may want to use this website to find the most reasonable rates for your particular needs: Bestparking.com -- under “City”, click New York, and then can click to neighborhoods or cross street; can plug in arrival and departure times; site will calculate rates and show icons with $ amounts on a map. Click the icons to show specifics.}

Local Restaurants near the SUNY Global Center:

American Houston's /Hillstone 153 E. 53rd St (At 3rd Ave) 212.888.3828 www.houstons.com

Asian/ Sushi Asian Station 155 E 52nd St (between Lexington Ave & 3rd Ave) 212.421.2294 asianstationyc.com/ Tenzan 988 Second Ave. (bet. 52nd & 53rd Sts.) 212.980.5900 www.tenzanrestaurants.com Lychee House E. 55th St. (bet Park and Lexington Ave.) 212.753.3900 www.lycheehouse.com Peking Duck House 236 E. 53rd St (bet 2nd & 3rd Ave) 212.759.8260 www.pekingduckhousenyc.com

French (Bistro) La Mangeoire 1008 Second Ave. (bet. 53rd & 54th Sts.) 212.759.7086 www.lamangeoire.com Deux Amis 356 E. 51st St. (bet. 1st & 2nd Aves.) 212.230.1117 Jubilee 347 E. 54th St. (bet. 1st & 2nd Aves.) 212.888.3569 www.jubileeny.net

Indian Dawat 210 E. 58th St. (bet. 2nd & 3rd Aves.) 212.355.7555 www.dawatrestaurant.com

Italian Bar Vetro 222 E. 58th St. (bet. 2nd & 3rd Aves.) 212.308.0112 www.vivolonyc.com Bice Ristorante 7 E. 54th St (bet Madison & 5th Ave) 212.688.1999 www.bicenewyork.com Casa Lever 390 Park Ave (between 53rd St & 54th St), 212.888.2700 www.casalever.com Fiorini 209 E. 56th St (bet 2nd & 3rd Ave) 212.308.0830 www.fiorinirestaurant.com Montebello 120 E 56th Street (between Park and Lexington), 212.753.1447 www.montebellonyc.com Serafina 38 E. 58th St. (bet. Madison & Park Aves.) 212.832.8888 www.serafinarestaurant.com

Lebanese Naya 1057 Second Ave. (bet. 55th & 56th Sts.) 212.319.7777 www.nayarestaurants.com

Mediterranean/ Greek Ethos 905 1st Ave (At 51st St) 212.888.4060 www.ethosrestaurants.com Fig & Olive 10 E. 52nd St. (bet. 5th & Madison Ave) 212.319.2002 www.fig-and-olive.com

Mexican Dos Caminos 825 Third Ave. (bet. 50th & 51st Sts.) 212.336.5400 www.brguestrestaurants.com

Steakhouse Maloney & Porcelli 37 E. 50th St (bet. Madison & Park Ave) 212.750.2233 www.maloneyandporcelli.com