The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/67910
Communication and Passion Go Hand-In-Hand It's refreshing to hear a young and successful technologist talk about something other than bits and bytes, especially to a room full of solo and small firm lawyers. That's exactly what Eggplanter CEO Jason Dyer managed during his six-minute presentation when he urged attendees to pay attention to how we all treat clients and to remember that technology cannot replace skill: "Think about every single interaction and avoid turning clients into commodities." Seasoned speaker and author Jay Shepherd offered up the concept of simplicity as a way of not only clarifying what you do, but to also connect better with clients. He urged the crowd to focus on the so-called "result triangle" — clarify your goal, show you care and address the fear. Jay explained, "It's fear that keeps people from doing what you want them to do." His simplicity example … Southwest Airlines. They simplify everything (boarding, no bag fees, etc.) because it allows them to spend 30 percent more time in the air, which is where airlines make money. Of course, we all know that better communication leads to more meaningful, mutually respectful relationships, but how many of us still do a poor job of staying in touch with friends, family and clients? Matt Spiegel, MyCase CEO, further highlighted this point: "If the number-one complaint submitted to all bar associations is lack of communication, why don't we make more of an effort to improve it?" He argued that lawyers can give clients the attention they deserve through technology — client portals, lawyer-client collaboration and hosted technologies that facilitate streamlined communication and more efficient client service. JoAnna Forshee is the CEO of InsideLegal.com, an insider's guide to doing business in legal technology. She has spent the last 13 years working with legal technologists, consultants, vendors and media in various roles, including legal industry advisor, legal event producer, social media guru and PR/marketing agency founder (Envision Agency). JoAnna can be reached at jf@insidelegal.com and on Twitter @InsideLegal. Affinity Consulting Group's Steve Best focused on passion and how it fuels innovation, which, in turn, is a cornerstone of technology. If you look at recent technologies like the iPhone or iPad, you can easily make the connection between Apple's technology and the infectious passion of the late Steve Jobs. According to Steve, one's passion in other areas, like music or art, can spill over into a passion for providing better client service. "Do we as lawyers and legal technologists show passion when we talk to our clients?" This year's LexThink.1 event truly sparked creativity and innovation. Legal professionals who take advantage of the ideas presented will be better prepared to meet the high demands and changing landscape of legal client service. We hope to see your new and exciting ideas presented at next year's event — compelling the legal community to change with the future of the profession … six minutes at a time. Peer to Peer 121 View videos of the Lex Think .1 presentations at www.insidelegal.com