Last Chance to Register for 7 Steps to Building Better Client Relationships

Last Call to Register for “7 Steps to Building Better Client Relationships”

Join me for a CLE on Wednesday, December 6, 2017 about how to cultivate your network, balance client expectations, proactively control social media content, meet client needs, and become more client-centric by exploring the 7 steps to building better client relationships:

  • Capturing better clients
  • Polishing communication skills
  • Advancing client service through technology and staff
  • Managing social media
  • Improving client satisfaction
  • Strengthening client retention
  • Renewing relationships

Topics include how to CYA the right way, how to say “no” gracefully, dos and don’ts when responding to negative online reviews, how to thank clients as part of your everyday, the simple six-step process to stay in touch, and why you should modernize fee arrangements and billing.

Date/Time/Location

Wednesday, December 6, 2017 from 10:00 a.m. to 11:30 a.m. Pacific Time. This is a live, online webinar.

Who Should Attend?

Lawyers, office administrators, or staff – anyone interested in building better client relationships.

Group Discounts

Discounts available to firms who wish to register 5 or more attendees. Contact organizer to arrange a discount code before registering: beverly@oregonlawpracticemanagement.org.

Does the Program Include Written Materials?

Yes. Written materials are distributed electronically with your registration confirmation.

Ask Questions/Live Polling

Questions are welcome during the live event. Attendees are also encouraged to participate in live, anonymous polling.

Registration Fee

$25 – Visit the Upcoming CLE page, click here, or choose the Register button below. Secure payment processing powered by Eventbrite. Visa, MasterCard, Discover, and American Express accepted. Program materials included in the registration price.

Eventbrite - 7 Steps to Building Better Client Relationships

MCLE Credits
1.50 practical skills pending.

Can’t Attend?

Video and audio recordings of 7 Steps to Building Better Client Relationships will be available to download along with the program materials following the December 6 CLE. Price: $25. Contact me or visit my online CLE store after December 6.

All Rights Reserved [2017] Beverly Michaelis

Get Your Tech Buyer’s Guide!

If you’re gearing up to invest in technology for the new year a buyer’s guide can be a tremendously helpful resource. Here to fill that need, is the 2017 Legal Technology Buyers Guide from Lex Tech Review.  Access to the guide is free, but requires your email address, name, and a password.

One hundred and sixty-nine pages of beefy content are included in the guide.  The following categories are addressed:

  • Practice management software
  • Practice area specific solutions (PI, bankruptcy, business, IP, patent, trademark)
  • Law firm CRM and lead conversion software, plus coaching
  • Live chat
  • Alexa apps for lawyers
  • Form tools and libraries
  • Stand alone time & billing
  • Payment processing
  • Calendaring software
  • Legal records & analytics
  • Phone systems
  • Virtual receptionist services
  • Contract services
  • Virtual assistants
  • Accounting services
  • Document editing
  • Law firm marketing agencies
  • Pay per lead services
  • Marketing content and copywriting
  • Legal technology consultants
  • Lawyer courses & communities
  • Wellness

Pretty impressive! And don’t forget about ABA Legal Technology Buyer’s Guide, with even more categories.

All Rights Reserved 2017 Beverly Michaelis

 

Tips from Your Local Courthouse about eCourt

The latest eCourt Open Hours held by Oregon’s Fourth Judicial District revealed some useful tips and reminders.  The session was recorded by the Professional Liability Fund and is available on the PLF website as eService for Criminal Filings. 

Whether you practice criminal or civil law, there are good lessons to be gleaned from this presentation:

Service

  • Adding yourself as a service contact is required: “At the time of preparing the filer’s first eFiling, a filer must enter in the electronic filing system the name and service email address of the filer, designated as a service contact on behalf of the party the filer represents.”  UTCR 21.100(2).  You must attach your service contact information to every case the first time you eFile into a matter.
  • Until the other side appears and adds itself as a service contact, you must use conventional methods of service. Reminder: you cannot add the opposing party as a service contact to accomplish eService.
  • In criminal cases, the defense may be the first side to “appear.”  If this is true, use conventional service methods until the district attorney eFiles into the case.  In some counties (Deschutes), the district attorney’s office may file a “Notice of Acceptance of eService” at inception.  In such cases, eService is permissible.
  • To accomplish service in the Tyler Odyssey system, change your selection from eFile (the default setting) to eFile & Serve. Avoid multiple methods of service – they are a waste of time.
  • It is permissible to use a generic Certificate of Service where you check a box indicating the method of service (eService, personal service, etc.)
  • For what to include in a Certificate of Service, see UTCR 2.020.  See the example below.  Other examples were shown during the eService for Criminal Filings presentation, recorded by the PLF.

CERTIFICATE OF SERVICE

I certify that I eServed the within (Name of Document) on the following person(s) at the party’s email address as recorded on the date of service in the eFiling system:

(Name of Person Served)
(Title of Party, such as Attorney for Plaintiff)

Dated: (Date)

(Insert signature line)

eFiling Tips

  • Complete the “filing on behalf of field” so court staff and others know which party filed the document.
  • File Certificates of Service with the document being served.  UTCR 21.040(2), requiring unified, single PDFs.
  • Reminder: the system does not automatically notify filers when a document is filed in a case.

Substitutions of Counsel

If you are substituting in for another attorney, file a Notice of Substitution not a mere Notice of Representation. Include:

  • The date of any scheduled trial or hearing
  • Serve the substitution on the current attorney and opposing party/attorney
  • Attach a Certificate of Service (filed with the notice as a single unified PDF)
  • Add yourself as a service contact in the case.  UTCR 3.140(1).

eCourt Notifications

Use the “admin copy” area of eFile & Serve to add email addresses for others in the firm who wish to be copied on documents filed in the case.

Technical Issues

The Microsoft Edge web browser may not be fully compatible with Odyssey eFile & Serve.  If you experience problems, try Chrome, Microsoft Explorer, or another browser.

All Rights Reserved 2017 Beverly Michaelis

 

Preserving Mobile Data in Anticipation of Litigation

In a recent post, eDiscovery expert Craig Ball makes the case for routine preservation of data contained on mobile devices. I concur.

The tendency is to dismiss or ignore the degree to which we lean on our smartphones and tablets. We either assume the data is preserved elsewhere or we convince ourselves that mobile devices couldn’t possibly contain anything relevant or unique. Both beliefs are false. Craig’s post is a wakeup call for both law firms and their clients. Consider his key points:

  • Texting has overtaken email as a means of direct and candid communication. No competent business person would never send a letter or email without retaining a copy. The same standard should apply to text messages.
  • Mobile data is accessible and easy to backup using iTunes. (Yes, I know the interface deserves a Rotten Tomatoes score of 0%, but it does work.)
  • Preserving data does not mean it must be produced.

There is much more to this topic, and I encourage you to read the full post.

A Lesson for Lawyers

There is a takeaway for lawyers too. In Oregon, the “client file” includes text messages if they bear on the merits of a client’s position in the matter. This begs the question: are you preserving client texts? If not, look into Zipwhip, which I’ve discussed before. It has many advantages, not the least of which is the ability to save texts as PDFs to the client file.

All Rights Reserved 2017 Beverly Michaelis

Attorney-Client Privilege and Cloud Storage

Do your clients or their agents use cloud storage for case-related documents?  Do they transmit information using unsecured hyperlinks?

If the answer is yes, your client may have waived its claim of privilege to the stored information. This is the lesson learned in Harleysville, where a federal court in Virginia held that an insurance company waived the attorney-client privilege when the insurer’s investigator used an unsecured account to share claim-related information.

Key Facts in Harleysville

  • Insurer’s counsel knew or should have known that the information posted to the cloud account was publicly available because counsel had themselves used the unsecured hyperlink to access and download the claims file.
  • As a result, counsel “failed to take reasonable measures to ensure and maintain the document[s’] confidentiality, or to take prompt and reasonable steps to rectify the error.”
  • The court analogized the insurer’s actions to “leaving its claims file on a bench in the public square” and warned that if a company chooses to use a new technology, “it should be responsible for ensuring that its employees and agents understand how the technology works, and, more importantly, whether the technology allows unwanted access by others to its confidential information.”

Source: Don’t Let New Technology Cloud Your Legal JudgmentProskauer commercial litigation blog.

Lessons Learned

As Proskauer points out:

  • Attorneys and clients are responsible for their own technological choices as well as those of the client’s agents
  • Technological ignorance on the law firm’s part is no excuse

What You Should Do Now

  • Conduct a cyber security audit of your firm’s practices and systems.
  • Establish a secure system for confidential file sharing if one is not already in place. Address other issues uncovered during the security audit.
  • Create file sharing policies and procedures.
  • Train everyone now; conduct annual training sessions thereafter.  Address protocols for uploading and downloading files.  All law firm members – attorneys, staff, administration, bookkeeping – need to know the warning signs of receiving or forwarding content from unsecured hyperlinks.
  • Talk to clients about file storage and sharing practices.  Do they use agents, like the investigator in Harleysville?  If so, how do they exchange documents? Consider offering an on-site client training lunch to go over dos and don’ts.

All Rights Reserved 2017 Beverly Michaelis