There are numerous innovative legal service applications that lawyers currently have at their disposal. By application, I mean any physical item or activity used to process a client’s file. Here are ten of my favorites.
1. The Client Manual
For each practice area, lawyers can provide their clients with a three-ring binder to act as their client manual. The manual will start with various memoranda and articles. Then, as the client’s file progresses, the client would insert all correspondence, pleadings, reports, accounts, notes, and checklists in their designated sections of the manual.
The types of memoranda are endless, but I suggest starting with a new client memorandum that, among other things, explains the firm’s policies regarding communications, storage of files, and complimentary services offered to clients. In addition, this memorandum should give information about other members of the firm who might be working on the file, such as the lawyer’s legal assistant. A lawyer will often orally tell the client this information. Still, there should be a written record as clients are given so much information to absorb, and the memoranda can go into greater detail. Manuals may even have a map of the courthouse area showing the location of nearby parking lots.
I suggest client manuals include several short articles on the common legal and process issues of that practice area, a definition list of legal terms for that practice area, and articles about the lawyers’ fees, the client-lawyer relationship, and client expectations.
Instead of the client having their copy of the file in many envelopes from their lawyer, the manual will develop into an organized file of all their documentation and letters. I provided my matrimonial clients a free three-hole puncher to help insert their documents into their client manual. Having the complete file organized gives clients a record of the file and makes it easier to find things to discuss, especially if they keep their client manual’s table of contents up to date.
2. The Client Monitor
Lawyers can have a separate large computer monitor on the lawyer’s desk facing clients. It would mirror the lawyer’s computer screen. The client monitor is very useful when reviewing and changing any court documents the client will be signing. In addition, having the monitor makes it easier to explain the calculation of numbers such as fees, disbursement estimates, and financial support scenarios. After completion of these calculations, hard copies would be printed for clients to put in their client manual.
The lawyer’s notes and the first consultation slideshow (see below) could be displayed on the monitors for clients to follow along. The monitor allows the client to feel and actually be more a part of the process.
3. First Consultation Slideshow
The first consultation for any practice area is probably the most important, longest, and most stressful meeting between the client and the lawyer. Clients do not know beforehand everything that will be discussed and are often nervous about dealing with the lawyer for the first time. Providing clients in advance with a slideshow outlining the many issues and sub-issues that will be discussed will reduce the clients’ stress. It will also better prepare them for the consultation. The slideshow would be similar to a PowerPoint presentation but would be a PDF or a word-processing file, as not every client has the PowerPoint program. As the consultation proceeds, the slideshow is shown on both the lawyer’s and the client’s monitors to ensure every topic is covered.
4. A Client-Useful Website
My observation is that many law firm websites add little value to the servicing of clients. Instead, they are generally glorified firm brochures that mostly just say how great the law firm is and how the firm cares and will fight hard for its clients. There is some, but usually not a lot of, information about the lawyers and very superficial information about the law, with generally little written about the court process and the steps the client will go through.
The law firm’s website can provide numerous opportunities to serve clients better. Here are just some applications. To prepare the clients for the first consultation, lawyers can post their client information and preference questionnaire and post the first consultation slideshow. Clients will then know what information is needed well in advance of the first consultation; this will reduce stress, allow them time to obtain information, and know what information and documentation are required. These questionnaires can be filled out more easily by clients on a computer than by hand. They can be sent directly from the website to the lawyer to allow the lawyer to review them before the consultation.
The website has an unlimited capacity for lawyers to provide informational articles about the law and process to clients, which may or may not be found elsewhere (especially process articles that are often not written for clients). In addition, the website can provide the lawyer with the opportunity to provide after-the-file-is-closed service, such as discussing issues that may arise later. On my website, I also offered refills of forms found in my client manual for wills and powers of attorney, keeping clients’ relevant information and instructions up-to-date.
5. Word-Processing Features
We generally do not use the full capacity of computer software programs. There are many features in the standard word-processing software, some more complicated than others. There were three simple ones that I used to better serve my clients.
When sending out draft wills, I used the line-numbering feature to show the line number for every fifth line. This feature made it easier for clients to refer to the place where they had a question. It also clarified that this was a draft document, not the final product.
I also used word-processing software to create an index and a table of contents. They proved very helpful for clients to find a subject in a longer agreement.