Perspectives

Organize Information in Your Law Office by Context

In this article you will learn how to organize information to increase productivity by structuring information in your law firm to be more accessible and accurate.  When implemented correctly, context will help your team to take the next step in a process naturally.  You can take this design further with workflow automation.

A lawyer does not a law firm make

You want to organize your law office to reduce wasted, non-billable hours, close cases faster, improve client satisfaction, and to keep from pulling your hair out.  While you as a lawyer may view your job as devising a case strategy or knowing the law, the first thing you must acknowledge is that your firm is in the information business.  The quicker a lawyer in your firm receives the right information, the better the outcome for you and your clients.  The second thing to acknowledge is that the flow of information is bidirectional.  It occurs 1) from you (the lawyer) to your team or vice versa and 2) from the client to you/your team or vice versa.

Information Gathering

Often times, we find that law firms focus on gathering information almost exclusively from the viewpoint of the assistant or paralegal.  Firms have a fairly well-structured process for the intake of a new client and, generally, manage to collect/request new documents as the case develops.  Paper forms are still, unfortunately, the norm and are later scanned into the system.

The aforementioned examples are process that neatly align with simple triggers and deal with teams that are centrally located.  While having processes for this type of work is essential, it is only half of the equation and completely ignores the bidirectional nature of how information flows in a law office.

Lawyers collect information a variety of ways.  A lawyer will send/receive emails related to the case, make case notes somewhere, record a deposition, log billable hours, and wish a client Happy Birthday.  The result is nearly 50% of documentation isn’t recorded.  This leads to a lot of wasted time.

The overall success of a case, client relationship, and fiscal health of your firm depends on the accurate capture of all information.  Technology can greatly aid you in the accurate capture of information with electronic forms, video recordings, smart tagging, and text-to-speech recordings.  These are specific tools, but they will not organize your law office by themselves.  In the next section, we’ll discuss how to do that.

Policies and Procedures

As you identify the various channels and methods of gathering information, you’ll soon discover that your operational information is divided into four categories:  documents, cases, contacts, and billing.  Each type of information is important to the business to a different degree.  The first step to building a policy that will organize your law office is to identify the relevant compliance requirements of each.  Armed with this knowledge, you can decide on the appropriate procedures and, later, what systems best fit your needs.

It is hugely important that your methodology for identifying, storing, and retrieving information of each kind be thoroughly documented in the simplest language possible.  Even more important, however, is to make sure everyone knows where to find the Policies and Procedures.  A review of its location and the any changes must be completed regularly.  People forget and how people use technology to communicate changes rapidly.  If you do not review the location, purpose, and methods of each information type, your policies will be ignored or age badly.  Your team will begin to do what is easiest for them individually and not what is best for the law firm.  You must audit your policies.

Managing Documents

When most people think about managing documents, they think about their folder structure on a server and, sometimes, a file naming convention.  They’re right, but let’s take a moment to remind ourselves that the goal is to store and retrieve the relevant information quickly.  We must keep that goal clear in our mind as we develop a structure so that it remains simple to understand and navigate.

Let’s imagine you’ve completed a case and sent out an invoice.  You have either sent this invoice through a payment system or via paper(less) billing.  Where does the actual invoice reside?  Is it a document (PDF), is it in the billing system, or do you keep a copy of both?  When a client asks about the invoice via email, where do you save the email conversation?  If a client likes to receive more detailed notes on their invoice, where do you store this information for next time?

Document management is about storing and receiving documents – PDF, Word, and Excel files.  It is not about managing invoices or information on the client.  Those belong within a billing system or a client relationship manager.  There are some document management solutions that offer advanced search to make finding information inside of your email easier.  Your inbox is not a filing cabinet and is not part of document management.

Once you’ve stripped all of these things away, your folder structure becomes a lot more straightforward.  While there are many ways to organize your folders, we find the best way for a law office comes from the American Bar Association’s article on organizing paper files.  You can see how these principles are applied in the modern era using this real-life example of an Immigration practice.

Everyone will prefer something slightly different.  Use the above examples to help structure your own method, but keep it mind that you can’t please everyone in a large firm.  Keeping it simple is far more efficient than a more complex system (or ‘robust’, if you prefer) tailored to the desires of one or two people.  If people don’t understand it, they won’t use it.

Time-tracking / Billing System

You need to know how fiscally healthy your practice is.  A billing system allows you to know this.  No matter the system, the two questions it must answer are, ‘Where is the money going?’ and, ‘Where is the money coming from?’  Billing is a highly predictable process and is easy to automate, so long as the information input into the system is accurate.  The easier the system is to input information into, the more likely that information will be recorded.  Disputes and other notes can be added as attachments inside of most systems.  There is no reason to keep individual copies of files separate from the system.

Client Relationship Management (CRM)

Most new client work will come from existing clients.  Managing the information related to CRM is about leveraging your network for more business.   This kind of information is unlike any other stored by your practice because it’s a function of Sales and Marketing, not case management.

Many small firms have one or two rainmakers that store this information in their heads or make extensive use of the Notes section of their Outlook or Gmail Contacts.  The tool you use is unimportant.  What matters is the quality of the information.  Many CRMs make it easier to store emails by topic or category, record the quality of an interactions, and maintain a list of potential sales leads.

Though outside the scope of this article, it is worth noting that it can be difficult to get rainmakers to buy into using a CRM.  Many see their value to the firm as directly related to the relationship they maintain with the client.  This is all the more reason to acknowledge that this is a type of information that determines the success of your law office.

Case Management or Practice Management Software

As your law office grows and the cases grow in complexity, you’ll find that no matter how well thought-out your original design, it’s gets a bit clunky.  Once you’ve reached this point, you should turn to a Case Management or Practice Management software.  It takes all of the above concepts and fuses them together.  Instead of recording client information in multiple locations, you only record it once and that information is shared across multiple systems.  As a tasks are assigned and completed, forms and notifications will be sent automatically.  Rest assured, the work you’ve done to organize your law office will serve you well.  You cannot make full use of practice management software without a proper understanding of how information flows in your practice.

Putting it all together

Every law office does things a little differently and, often, the firm owner believes this is part of their competitive advantage.  When the firm is small, this is likely true.  The system is superior because its primary user is its creator.  As the law office grows, the systems and structures need to make sense to others who do not have as much insight into the entire process.  Information becomes much more contextually relevant and your systems for identifying, storing, and retrieving the right information quickly must adapt.

Sherwood Chamberlain has helped many law offices in Miami to organize their information so that it is contextually relevant.  The team member does not have to understand the entire design to know how to find and store information.  We reinforce good system design through constant training and policy review.  Once we’ve established a foundation, we introduce workflow automation so that work happens automagically, rain or shine.  If you have additional questions about how to organize the information in your law office to improve operational efficiency on the way to automation, contact us, phone: (888) 967-7768 x2, or leave us a message below.

Thought Leaders, What happened to Net Neutrality?

What is the repeal of Net Neutrality?

Yesterday, the rules preventing internet service providers from blocking websites outright, slowing down streaming, and receiving payment for priority access were lifted.  This means internet providers can charge a premium to its customers to access Facebook, YouTube, or Netflix, for example; or internet providers might accept payment from Facebook, YouTube, or Netflix to grant their users priority access while smaller streaming services who can’t afford to pay suffer.

It’s bigger than people know

While net neutrality has certainly garnered attention, it’s surprising that it hasn’t garnered more attention – especially in the business community.  This isn’t a problem with a limited scope.  It directly impacts all businesses.  Business today is done via the internet, from pre-sales, to networking, to sales.  Your product, no matter the industry, is at risk of being controlled and ransomed.  And yet, net neutrality wasn’t and isn’t the cornerstone of seminars, networking events, blogs, and articles.

The most important idea to share

No matter where you turn, there is a blog, a video blog, or someone on social media micro-blogging about their industry.  This is Thought Leadership and it’s everywhere.  Its sole purpose is to build engagement, trust, and collaboration.  This is exactly what cannot be done when your message is deleted, obstructed, or sold to the highest bidder.  As Thought Leaders, we have the most at stake in remaining silent and not sounding the alarm:  our reputations.

Reputation is everything

In the past year, Reputation has become the hot topic.  There’s simply too much information moving too quickly for us to process everything.  Increasingly, we rely on others to digest, interpret, and supply us relevant information.  Someone or something with a great reputation is one we trust and its influence is real.  Amazon is trusted almost as much as a bank – home of your money.  The result is 53.4% of people will buy an unknown brand on Amazon and 49.6% don’t bother to comparison shop.  It’s why the Cambridge Analytica scandal of Facebook is such a big deal.  Before we trusted our friends and, by extension, what was in our News feed, but now that trust and the decision to trust has been called into question.

What happened, Thought Leaders?

Similarly, silence on the topic of net neutrality by Thought Leaders should create some doubt.  How can the values of engagement, trust, and collaboration be under attack and yet so many remain silent?  Or is this really just about the appearance of trust, so a business, like Amazon, can avoid comparison shoppers?

Self-reflection

If we had to rate ourselves, we must admit that we did quite poorly when it comes to sounding the alarm of net neutrality.  It’s something that’s weighed on us.  The majority of Sherwood Chamberlain’s clients are in the Legal industry and a large percentage of them are Business Law Firms.  We are trusted advisers to trusted advisers.  We should have been in the forefront of promoting, warning, and provoking action.  We must do better.

Less talk, more action

Right now, Congress is considering re-instating the net neutrality rules.  It has already passed in the Senate, but it needs your help to pass the House.  Find out who your US House of Representative is and reach out.  Your business, message, and values should not be held hostage.

Are you building a winning team?

“Are you building a winning team?”  It seems like a strange question coming from a technology company whose focus is in workflow automation, AI, and business intelligence, but it’s actually quite related to what we do for our clients on a daily basis.

Recently, Sherwood Chamberlain gathered to re-align and tweak our vision, mission, and goals.  This gathering, like every other gathering, spent quite a bit of time focusing on team building and how we can help each other and our clients to achieve more.  In this post, we’d like to share with you one of key thought-provoking questions asked by our VP of Client Development, Luke Kumanchik.

Our mindset

First, it’s important to understand that our mindset behind technology is that systems allow us to focus on people – their big ideas, their greatest struggles, and the opportunities surrounding those struggles.  Essentially, we’re concerned with the question, “How can we be both catalyst and bridge builder of dreams to reality?”

What can the NBA teach us about practice?

What Luke brought up in our gathering was an observation about sports and team achievement.  He observed that the quality of play throughout an NBA season doesn’t change much.  Generally, the team deemed good, bad, or great at the beginning of the season performs as expected.  Yet, whether a team is good, bad, or great can change quite a bit from one year to the next.

Compare this to the NFL, where there is a lot variance in play quality throughout the season and greater still from one to the next.  A good, bad, or great team often under- or over-performs during the season and can turn around expectations from one year to the next quite easily.

Why don’t NBA teams improve as much as NFL teams during the season?

Now, there are a few possibilities for why this is.  One reason is that there are more players on a team and, another, is that injuries may occur at a greater rate in the NFL, a more contact-heavy sport.  A third possibility is that the NFL has far more practices both during the season and in between.

If you think about it, more players and injuries creates more chaos and a dependence on others.  So, you’d expect a lot of variance.  You’d also expect that the better a team is at practicing, at creating depth on a team, the more they will outperform the rest whose skills lag behind.  Making good use of practice compared to the competition matters greatly.  ‘Practice makes perfect’, as they say.

Practice and how it effects our business

If this is true, we can draw some conclusions about our own teams and businesses:  1) Playing isn’t practicing and 2) Our businesses aren’t going to build new skills at any appreciable rate.  If this were basketball, we’d conclude that we aren’t going to get better without a new talent acquisition.  (Time to ask yourself just how good are you at attracting and keeping great talent – new employees and vendors alike.)

Developing talent internally

Of course, our interest is in developing talent internally, for ourselves, and externally, for our clients.  Our vision is a world of human excellence through business technology.  Even if it weren’t,  from a dollars and cents viewpoint, it’s the right thing to do:  it’s cheaper and staff tends to stay.  Team members who know you care about them contribute more and care for their clients better.

But, then, the question becomes, “How do you plan to build a winning team (to practice) when the season is 365 days a year?”

Our answer has two parts.  First, you’ll probably want to work with a business coach.  Our leadership works with Doug Barra of ActionCOACH.  He and his team are second to none at helping us to develop training plans customized for our team members.  Second, automation.  One reason we work with Doug is because his mantra is to, “Systemize the routine, humanize the rest.”  The only way your business will have time to practice is if they aren’t busy with “paperwork.” A business coach will help you develop your talent and teams, while automation tools give you the time to develop a winning team.

Take the next step with automation

Contact us to begin using automation to free your team to develop new skills, improve client satisfaction, and close more sales, reach out to us.  We work with businesses in the Legal and Construction industries in the South Florida area.  You may always contact us via email, by phone at (888) 967-7768 x2, or via our contact page.  We look forward to speaking with you.

Hurricane-proof your business with these 7 tech solutions

Your largest client out in New York called to push forward a deadline that conflicts with another project.  You and your team are already squeezed because of the approaching hurricane.  That’s when your phone buzzes.  It’s a text message from your Secretary.  The hurricane has changed course and school is canceled.  She won’t be in while her kids are out.  You know more texts are on the way and that your clients won’t wait.

You stop to think about how to get everything done, but you can’t concentrate. “When was the last time I checked the generator?  How soon can I re-open the office?  Do I have copies of all of our important documents?”

That’s when you realize:  You’re in trouble.

 

4 of 5 Businesses Don’t Have an Up-to-Date Disaster Recovery Plan

You are not alone.  68% of small business owners report they do not have a written recovery plan.  Even when a recovery plan exists, 80% do not update it. Business owners also fail to protect themselves against the threats they consider most devastating.  Just 21% of business owners with less than a month’s cash reserve have continuity insurance.  It’s no wonder only 40% of businesses re-open after a natural disaster.

 

Use technology to bridge the gap between operations and disaster planning

The reason businesses don’t plan for hurricanes and other natural disasters is always the same:  they lack the time and money to do so.  Put another way, it’s not essential to daily operations.  When it comes to deciding where to spend money, businesses purchase things that generate more business:  inventory, staff, equipment, etc.  Everything else can wait – or so the thinking goes.

Modern technologies ease the burden of disaster planning by pulling double duty.  When designed and implemented correctly, the same technology that helps make you money daily also enables your business to run during or immediately after a hurricane.  This drastically reduces the costs of disaster recovery plans and ensures the plan is always up-to-date.  Better still, you’re likely already paying for some of these technologies – you just aren’t using them to their full potential.

So what technologies do we use to hurricane-proof your business?  Here is our list of 7.

 

7 Tech Solutions for a Hurricane-Proof Business

  1. Cloud Storage

You may already use Dropbox, Box, or Microsoft OneDrive to share files with clients, but few have setup their businesses to work from it exclusively.  There’s usually a good reason for this.  Unfortunately, it means that you won’t have all of the files you need when presented with limited access to a specific computer and other staff members.  It takes time to identify workflows and properly customize the product to fit your needs.

 

  1. Cloud Email Provider

G Suite and Office 365 have become ubiquitous in business because they work extremely well “out of the box.”  Where they fall short during a disaster is that they usually aren’t structured beforehand to share contacts and emails.  You may be surprised how often businesses forget to post an “Out of Office” message with information relevant to their clients.  There’s no better opportunity to set your client’s expectations than with an immediate response to their inquiry.

 

  1. CRM

CRM stands for Customer Relationship Management.  There are a variety of tools and platforms, many industry specific.  For your needs, CRM becomes the easiest way to overcome limited access to information.  When you can’t contact your sales or project manager, everything relevant to a client or potential client resides in one known location.  This is an invaluable tool when failed electrical grids and downed cellular antennae limits communication between team members.  For the full effect, CRMs need to be configured to work with your email provider and/or cloud storage.

 

  1. VoIP

Voice over Internet Protocol (VoIP) is another popular technology meant to help businesses place phone calls using the internet.  It’s exciting because the internet is everywhere and it’s reasonable to conclude, “I can make calls from anywhere.”  Sadly, that’s not always the case.  While some VoIP solutions do work from anywhere (on your smartphone or tablet, for instance), some don’t even work when your office loses power.  Before you sign a deal, be sure to understand fully what kind of VoIP solution you’re buying.

 

  1. Video Collaboration

Video Collaboration includes tools that help share your desktop, run webinars, and place face-to-face video calls.  We’ve written about why we think video collaboration is great before.  When discussing hurricane-proofing your business, the reality is that people want to know you’re OK and able to get the job done.  A video call does just that in a single click.

 

  1. Virtual Hot Site

In the “old days”, a hot site exclusively referred to another physical location ready to work.  This meant servers, computers, and phone systems had to be ready-and-waiting for you at the new location so you never lost business operations and you continued to produce for your clients.  It was hugely expensive.  Today, you can create a hot site using the cloud for a fraction of the cost.

Most businesses utilize a warm site hybrid cloud solution.  That means they work from their offices until they can’t.  A loss of connection signals something is wrong and the cloud automatically begins loading backup systems.

Turn to a hot or warm site when consistency and security are paramount.  You can’t always take a top-of-the-line computer with you when you travel and you don’t want your staff to work on the virus-riddled computer their child uses.

 

  1. Cloud-based Archives

Many business owners are surprised to learn that tucked away in the Terms and Conditions of most online services is a provision which states that the service provider is not responsible for their data.  That means you must find a way to backup your documents, emails, templates, etc. across the multiple cloud services you’ve purchased.  Extra caution must be applied to the legal requirements for storing specific documents and identifying where online providers have their data centers.  There’s little reason to archive to a facility in the same hurricane path as you.

 

Your business, hurricane-proofed

The 7 technologies above allow you and your staff to work from anywhere without interruption.  Better still, every dollar you spend improves your daily operations.  A shift in thinking and the way you work is no longer necessary to plan for a disaster or to keep up-to-date.  While your competition struggles to return calls and is incapable of taking on new projects, you continue to deliver for your clients and increase revenue.  A hurricane-proof business is now a reality.

Get the help you need

Of course, that doesn’t mean it’s easy to hurricane-proof your business.  Each technology requires additional configuration and an understanding of how to make it run smoothly to meet your needs.  It can be a lengthy and technical process that spans more than a half dozen vendors – but don’t worry:  We’ve helped businesses across South Florida with this exact problem.

If you would like to know more about how we can help you to hurricane-proof your business, you may leave a comment, send us an email, call us at (888) 967-7768 x2, or contact us.  Be safe out there.

That’s cool, but will it work for you?

“I’ll believe it when I see it,” is an oft-repeated phrase in business.  You learned long ago not to believe the hype. But when are marketers going to understand that hype works against them while case studies create converts?

Google Duplex:  Another failed Wow?

Google Duplex was announced to the world earlier this week. The on-stage demonstration is highly compelling: an AI places a phone call, impersonates a human, and successfully negotiates scheduling an appointment with a real-life human.  Wow.

Except, Google has wowed us before only to fail its delivery.

In 2017, Google’s Pixels Buds wow’d us with instant translation.  Eight months later, the product seems more like a test run than anything truly functional. In 2012, Google Glass showed us a new way of looking at the world with the aid of augmented reality, only to be shutdown three years later.

The reason for the failure is simple:  Google promoted a gimmick.

Fall in love with the problem, not the product

It’s said, “Fall in love with the problem, not the product.”  The reason is simple:  When you understand the problem, you design everything around solving it.  Anyone with that problem immediately understands its value – and, once it’s in their hands, it’s even easier to prove it.  You don’t waste effort trying to convince people it’s cool and you don’t generate dissatisfaction when it isn’t.

This is made clear when you consider Google’s limited relaunch of Google Glass with select partners.  Each partnership focused in on select activities and developed solutions to meet those specific needs.  The result is radically improve efficiencies that will force the rest of the market to adopt the technology sooner rather than later.  This is the value of proven case studies over gimmick marketing.

How to cut through the hype

A huge take-away from the Google Glass story is that hype isn’t very useful, but that doesn’t mean the product itself isn’t useful.  The difficulty you face in business is in discerning whether the product works for you.  To find the answer can be extremely difficult, costly, and time-consuming.

That’s why we cut through the hype on behalf of our clients with real case studies.

We make it our responsibility to learn your workflows and investigate ways to improve them.  We use our status as a technology provider to demo products and partner with designers to perform case studies.  That way, we can cut through the hype and find what truly works best for our clients.

Sherwood Chamberlain helps businesses in the Legal, Construction, and Non-Profit industries to save time and scale for growth easily.  If you’re looking to partner with a technology provider dedicated to making your vision a reality, we’d love to hear from you.  Leave a comment, contact us, or send us an email at sales@sherwoodchamberlain.com.

Dinner and a show versus all-you-can-eat

In the old days, technology was about buying more.  More hard drive space, more speed, more features.  These were things you needed and could leverage for a competitive advantage.  This is the equivalent of an all-you-can-eat buffet.  The food isn’t of the highest quality, but you can have whatever and however much you want.

Today, technology is about crafting a better experience.  Everyone has unlimited hard drive space, speed, and features just a click away on the cloud or in an app.  Your competitive advantage comes when you improve an event or a service that didn’t use technology before.  This is the equivalent of dinner and a show.  The food is no longer the sole focus and the overall experience is improved.

To take a real life example, consider this writer’s most recent experience at a legal conference.  The conference was the same format as all others for the past 40 years, except in one way: this time they built an app to facilitate human interactions.  The app let you build a profile, post updates, rate events, and navigate the conference. In short, it built a temporary Facebook.  It created a truly immersive experience, where the conference became a talking point for building new and real connections.

As a bonus, I’m sure that conference was able to collect a lot of data on their most devout attendees.  They likely recorded foot traffic, attention (how often was a person on their phone during an event), event ratings, which posts created the most buzz, and how far the attendee traveled, just to name a few items.  They’ll take this data to build an even better, more engaging event next year.

Improving experiences, building stronger relationships, is where technology now has the greatest opportunity for competitive advantage.  Data Analytics will only continue to grow in the coming years.  Those who elect not to participate in designing a better experience for their clients will find it increasingly difficult to compete.