The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/96072
about what makes a law firm work or about the practical aspects of a law firm's business? Oh, the stories I could tell … in fact, I think I will tell a few: • In the orientation I give new attorneys, I describe their technology allowances. It gives me another chance to see that glazed look. The thought process shows on their faces: "Really? They're buying me an iPhone? I wonder why. And I get to choose between a laptop and a home computer stipend? Well of course I'll take a laptop!" Of course, they'll soon know why they receive technology allowances. • Like many firms, we file email records in our document management system. Every once in a while, the email messages for a particular case need to be transferred to another party. On occasion, I've reviewed the assembled collection. I suppose I should not be surprised to find that secretaries have filed as records email correspondence regarding partners making lunch arrangements with associates, and that associates have filed as records casual email correspondence with other lawyers about weekend plans. If nobody has taught them what is and isn't a record, how would they know? • A helpdesk specialist once came to me to complain that a secretary was being abusive. Each time the secretary tried to revise the document she was working on, Word crashed. She was at the end of her rope, loudly insisting to the helpdesk specialist that "this pleading has to be filed by 5:00!" Once we got the situation under control, I asked the helpdesk specialist if he knew what a pleading was. He said "Yeah, it's a document with line numbers." I asked if he knew what the secretary meant by having to file it. He replied, "She needs to put a copy in the file folder. What's the big deal? She can't file it tomorrow, or stay a few minutes past quitting time?" Without additional knowledge, this helpdesk specialist won't understand the importance of that deadline. • A junior associate called the helpdesk with a request: "I need to get copies of all our clients' email messages about a certain product. Could you call the client's IT department and arrange to download them to my Outlook?" The helpdesk specialist, who always put customer service first, set about to do just that. Fortunately, the director of litigation support stopped by with a question, saw what was happening and intervened before any damage was done. The reason why needs to be explained. • A law firm receptionist whose desk is near the conference center is in a position to hear sensitive information about a lot of cases. If nobody has ever told her that every member of a law firm is obligated to 40 Peer to Peer keep client information confidential, what's to stop her from talking on her cell phone about Apple's latest patent infringement case while she rides the bus home? A junior associate might get lucky enough to land a juicy big case through her stepmother's connections. If nobody ever told her that a conflict check was an imperative first step in taking a new case, she might enthusiastically start right to work and put her firm on the path to a major malpractice claim. If another junior associate isn't familiar with his firm's knowledge management resources, he might wind up with a scathing performance evaluation from the partners he has annoyed by sending all-attorney email messages asking if anyone in the firm has ever done work related to the assignments they've given him. Every person who works in a law firm must understand how the business operates. The Need for Law Firm 101 Today more than ever before, every member of the law firm team must have the knowledge and information to make the maximum possible contribution to the firm's ability to effectively and efficiently deliver exceptional client service. Indeed, every person who works in a law firm must understand how the business operates, what resources are available and how all the pieces fit together to make the whole organization successful. ILTA to the rescue! We are excited to announce a new initiative: Law Firm 101. The mission of Law Firm 101 is to provide education to help law firm personnel better understand law firm practice and operations, with curricula for two tracks: one addressed to law students and lawyers beginning their law firm careers, and the other to IT and other administrative professionals.