WWW.ILTANET.ORG 7
MEMBER RESOURCES
64 Letter from the President, Member
Announcements, Product Announcements,
Event Calendar and more
ASK THE EXPERT
68 We Aim to Please: New Client Service in
Legal
INSIDE ILTA
74 LEDES Update, Play It Again and
Crossword
LESSONS LEARNED
78 Reflections of What IT Customer Service
Is. . .And Is Not
THE END OF
IGNORANGE
FEATURES
34 The End Of Ignorange: Lawyers
Using Technology To Serve
Clients and Stay Profitable
38 Legal Project Management
Innovation Changes Client
Service Delivery
40 Enjoy the Silence: Great
Customer Service Through
Active Listening
44 New Approaches To Supporting
Lawyer Efficiency
52 Enterprise Social Networks
Drive Customer and Employee
Satisfaction
56 Upskill To Get Uphill: Technology
Adoption for a Competitive Edge
60 Enhancing User Support and
Client Service with ISO 27001
Certification and ITIL
CASE STUDIES
26 From Helpdesk to Concierge Desk
28 The Laterals Are Coming! Making
Onboarding Easier
BEST PRACTICES
8 Signal vs. Noise: Opportunities in
Consumerization
12 Clean Bills, Happy Clients
16 Six Client Service Standards for Success
ASK THE VENDOR
18 What's the one thing firms can do to
improve client satisfaction levels?
(IT service to lawyers and staff OR firm
service to clients)
SMART MOVES
24 Walk the Talk
CONTENTS
34
68
28
