Peer to Peer Magazine

March 2014

The quarterly publication of the International Legal Technology Association

Issue link: https://epubs.iltanet.org/i/271291

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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

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