Legal Trends – 2019 ABA TECHSHOW

Curious about legal trends? Here are some interesting statistics and takeaways discussed at the 2019 ABA TECHSHOW:

When rating lawyers, people complain more about customer service issues than the cost of legal services.

When selecting a lawyer, clients value guidance, certainty, and clarity.

When assessing the emotional state of clients, lawyers chronically underestimate feelings of confusion, disbelief, frustration, and urgency.

Lawyers and clients are on opposite ends of the spectrum when it comes to communication:

    • The majority of lawyers expect clients to send an email or visit the office in person when asking to schedule an appointment. In reality, clients shun both approaches and prefer overwhelmingly to call.
    • 70% of clients want to meet in person when sharing all the details or facts of a situation. 18% are willing to meet by phone. Similarly, clients want to hear lawyers explain the legal aspects of their case in person (55%) or by phone (23%) not by email or other means.
    • For getting quick questions answered, 46% of clients prefer the phone, 29% prefer email.
    • Lawyers strongly prefer to call with status updates (64%), but clients are split between phone (37%) and email (35%) in their preference.
    • Signing, viewing, or delivering documents? 64% of clients prefer to do this in person. 20% are okay with email. Interestingly, 35% of lawyers prefer to review documents with clients by phone – only 5% of clients preferred this method.
    • Websites and client portals only factored significantly into client preferences in two areas: checking the hours a lawyer is spending on a case (26% of clients) and making payments (31% of clients).

Key Takeaways

  1. Solicit feedback from clients.
  2. Consider using client surveys that measure your “net promoter” or client loyalty score. Survey Monkey is one example.
  3. Focus on in-person moments with clients and minimize interruptions.
  4. When deciding whether to call, email, or meet in person, put the client first. For the most part, clients want to talk – not read messages or correspondence.

For more information and a link to the complete legal trends report, see my story on Wakelet.

All Rights Reserved 2019 Beverly Michaelis

2019 ABA TECHSHOW – 60 Tips

It could be anything!

If you’re referring to the annual “60 in 60” tips session at the ABA TECHSHOW you are absolutely right! From useful websites to new apps, gadgets, or tools for lawyers – the content is always unpredictable.

For all the details from TECHSHOW 2019, see my full story on Wakelet. Meanwhile, here are a few of the highlights:

  • Checkli.com – free checklist maker.
  • Flow-e – email client that turns your messages into a visual (Kanban style) task board.
  • Instant tethering – use your Android phone to connect more than 45 Chrome/Android devices.
  • MileIQ – free mileage tracking that integrates with Office 365.
  • PassProtect – realtime check for potentially unsafe passwords.
  • Poll Everywhere – polling software that integrates with connected presentations, updating slides in real time as answers are texted in.
  • Rocket Book – a pen and paper notebook that saves what you write to the cloud. Erase your notes using your microwave oven when you use Pilot FriXion pens.
  • Tweet Delete – automatically delete old tweets from your Twitter account.
  • Windows 10 GodMode – If you’re sick of switching between Settings and the Control Panel or searching for your lost settings in Windows, use GodMode.

There’s so much more … like where to find a wireless “endoscope” smartphone camera to explore hard-to-reach locations.

Hopefully I’ve tempted you. Check out the complete list from 60 in 60! Where else will you learn how to enable private browsing, design better slide decks, create shortcuts for your iOS devices, find the best Chrome extensions, or access a legal keyboard with over 35 legal symbols and functions in one keystroke?

All Rights Reserved 2019 Beverly Michaelis