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

2016 ABA TECHSHOW Wrap Up – 10 Most Important Upgrades

On the heels of the 2016 ABA TECHSHOW, here is a roundup of the top 10 most important upgrades compiled by Jared Correia.  Most involve new features of established case management programs, but there were also important developments in lawyer referral (Avvo), job search resources (Evolve Law), and peer-driven security standards for cloud computing (LCCA).  If you are ever tempted to attend TECHSHOW, you’ll also find a link to an interactive map of where to eat/drink (Gyi’s ABA TECHSHOW Recommendations).

Jared’s Top 10 Upgrades List Includes:

  • Rocket Matter
  • VineSign
  • Smokeball
  • MyCase
  • Evolve Law
  • CosmoLex
  • Clio
  • Avvo
  • Legal Cloud Computing Association (LCCA)
  • Gyi’s ABA TECHSHOW Recommendations (food/drink)

Access the top 10 most important upgrades here.

 

You’re Sold on the Cloud, Now What?

Good question! Fortunately, we can glean a lot of good ideas from the 2014 ABA TECHSHOW:

Security, Ethics, and Questions to Ponder

  • Snoops, Thieves, and Idiots – The Weak Links in Cloud Storage via @betabeat – @JackSmithIV RT @VIIVOkey
  • Securing client info. Reasonable safeguards for different type of data depending on circumstances. @LtdPI RT @Westlaw (Using Oregon’s standard – your duty of reasonable care to protect confidential client information will flux based on the circumstances.)
  • If you are storing client data in the cloud, do you inform your client? @Westlaw (Yes: incorporate appropriate language into your fee agreement/engagement letter.)
  • 18 states have issued opinions related to #cloud computing or similar technology. @Westlaw (Here is the low-down on Oregon’s opinion.)
  • Uptime and data security are a crucial element of a #cloud provider’s standards. Learn more @Cetrom
  • Great tip to switch cloud data storage providers! @LeeRosen: Discourse: The Cloud Wars are On. @pegeenturner
  • Takeaway from cloud session #ABATECHSHOW: continuing requirement to stay informed on cloud tech. @Westlaw (From Oregon’s opinion:  “As technology advances, the third-party vendor’s protective measures may become less secure or obsolete over time.  Accordingly, Lawyer may be required to reevaluate the protective measures used by the third party vendor to safeguard the client materials.”)

New Features in Popular Cloud Products Clio and Net Documents

Resources

All Rights Reserved – Beverly Michaelis [2014]

The Ethics of Cloud Computing

Amidst much debate, the North Carolina State Bar has issued a proposed Formal Ethics Opinion on the use of cloud computing (SaaS).

In its proposed Formal Ethics Opinion, the North Carolina State Bar deemed that SaaS is indeed ethical if “reasonable care is taken effectively to minimize the risks to the confidentiality and to the security of client information and client files.”  Additionally, the NC State Bar outlined a list of 23 questions for its members to consider and ask of SaaS providers before choosing one.  (Excerpted from North Carolina State Bar Issues Proposed Formal Ethics Opinion On Use of Cloud Computing to Manage a Law Practice.)

North Carolina is the first state to issue a proposed opinion on the ethics of SaaS. 

Copyright 2010 Beverly Michaelis