- On–hold or forced listen scripts
- Scripts used for answering the phone
- Any other greeting systems*
- Statements by intake specialists*
- "Live Chat" feature for interaction with clients*
- Training protocols for intake specialists (materials under 6, 8 and 9 are the same)
- Monitoring and feedback systems for intake specialists
- Standard screening scripts for substantive aol selection (materials under 6, 8 and 9 are the same)
- Other queries regarding urgency of case, etc. (materials under 6, 8 and 9 are the same)
- Internet intake platforms – type of system, self-selection, and protocol for response time, etc.*
- Process for communicating the referral to the client, all verbal?, what amount of detail is provided about the attorney to the potential client; paper communication (materials under 11 and 12 are the same)
- Protocols for attorney intake of lawyer referral client (materials under 11 and 12 are the same)
- Process for follow–up with the client; percentages surveyed, method for survey, questions asked
- Costs/charges and how communicated to client; initial referral or consultation fee (nomenclature); charge an initial fee or not; effect on no–show rates, etc.*
*No resource at this time