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39 I L T A N E T . O R G focus on efficiency of the operation including careful identification and training on naming conventions and any exceptions to the firm's scan and shred policy. The implementation of a digital mailroom and digital records room helps Records Managers immensely because workflows are optimized according to a best practice that meets the unique requirements of the firm. As their workflow and their workload begins to be optimized, Records Managers will see a new level of efficiency— making their jobs easier. Requirements will include the ability to direct the digital documents to the best places possible in the document management system. What Clients Want and Need Understanding the client's needs and desires is crucial when creating the digital mailroom and digital records room according to a design thinking methodology. These documents in question, while created under the law firm, are not owned by the law firm—they are owned by the clients. Knowing this, it is important to recognize that what clients truly need is proper information governance and to know that their property and privacy, whether on paper or in digital, is being protected and handled correctly. Email is nearly impossible to govern. The firm's document management system enables lawyers and staff to securely govern and protect the privacy and confidentiality of client's information in ways that quick fixes spawned from survival mode during a pandemic never could. Clients also want speed and efficiency. An attorney who must wait for hours or days for a document request will not be competitive in contrast to attorneys who operate in a much more timely and responsive manner because they can retrieve any document in minutes. Conclusion The COVID-19 pandemic completely changed the way that businesses operate, and, for law firms, changed the way that you need to look at daily mail. The solutions that have helped law firms get by for the last 18 months are not long- term solutions. Law firms have unique requirements and no two are exactly alike, but this is the reason why design thinking is the smart way to achieve your goals. In order for law firms to push forward and move into modern times, they need to adopt modern solutions. By implementing design thinking principles, law firms will be able to transform their mailrooms into a modern, best-practice digital mailroom that works in conjunction with the firm's document management system. DocSolid uses the principles of design thinking to develop the Airmail2 Digital Mailroom and Digital Records Room software and supplies. These are proven solutions with certified integrations for iManage and NetDocuments. Are you looking to adopt a best practice because your law firm needs to deploy a mission critical Paper2Digital Transformation like this? DocSolid is leading the way. ILTA Michael Herzog is a director on the Customer Success Team who also manages all of DocSolid's marketing programs, website, and Sales Team resources.

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