Legal Helpdesk Statistics & Benchmarks for the Legal Industry

  • How many law firm helpdesk tickets pertain to Microsoft Office questions? 
  • What day of the week sees the most helpdesk tickets logged in a law firm?
  • What percentage increase do law firm helpdesk departments see during a firm-wide software upgrade?

As we all know, there are more legal surveys, trend reports and law firm rankings floating out there than anyone knows what to do with. A few of them provide very valuable and timely information and findings, but others appear to be sponsored 'pay-to-play' analyst reports or surveys and less than objective industry analyses. One recently released report has gotten a lot of attention because of its 'no strings attached' availability and most importantly, applicability across various facets of the legal technology industry. The User Support Guru Guide is a 20-page PDF report that takes a close look at legal helpdesk (referred to as service desk globally) metrics and key performance indicators that will help law firms, corporate legal, legal technology vendors and anyone in the space operating a helpdesk better manage their operation. Intelliteach, a legal technology vendor and the only dedicated law firm helpdesk outsourcing provider, is the author of this invaluable resource and did a fine job of providing a statistically significant sample of metrics such as "Top ticket categories", "Conversion & upgrade impact on the service/helpdesk", "Tickets by origin" as well as "Tickets by Weekday".

Digi-guide-icon The "Guru Guide" data is based on 600,000+ helpdesk tickets collected and analyzed from January to September 2010 across a variety of law firm sizes, locations and hardware/software configurations. There is some great information here independent of which side of the legal technology market fence you might sit on, so check out the dedicated Guru site or simply download the guide here. Also, if you want to go beyond this legal helpdesk primer, you can register to attend a 'Guru Guide' roadshow presented by Intelliteach CEO Lance Waagner in coordination with ILTA. The lunch-time seminars are being held in 20+ cities over the next 3-4 months. Check out the calendar here.  

[The answers to the questions above are: over 50% of tickets are Microsoft Office related; Tuesday sees the most helpdesk tickets logged; and tickets increased by 42% during firm wide upgrades.]

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What is the Unofficial Guide to Legal Technology?

The Unofficial Guide to Legal Technology was created and is maintained by InsideLegal.

InsideLegal.com is the insider’s guide to doing business in legal technology – both in the US and internationally – for legal technology thought leaders, vendors, consultants/technologists and law firm innovators. In addition to information on industry events, publications and personalities, InsideLegal.com focuses on legal technology industry market research and trends. InsideLegal.com was founded by JoAnna Forshee of Envision Agency.

 

JoAnna & Jobst 

JoAnna Forshee, CEO has spent the last twelve years working with legal technologists, consultants, industry vendors and media editors and publishers – spanning roles as a marketing event guru, entrepreneur and PR/marketing agency business owner. Through this relationship building, she has been involved in the planning and execution of many high profile legal technology events including the Legal Technology Consultants and Technologists Dinner (an invitation-only VIP event that brings together the Who’s Who of the legal technology industry for a night of high profile networking), the New Orleans Technology Revival Conference (a free conference to assist Louisiana attorneys and law firms in rebuilding their practices in the wake of Hurricane Katrina), LexThink events (high-level legal industry brainstorming events) as well as several other regional seminars. She currently serves on the Advisory Board for the ABA TECHSHOW, produces the ABA Media Panel and collaborates with ILTA to produce its annual conference vendor education program and administer the Annual ILTA Member Technology Purchasing Survey. When JoAnna is not managing events and producing client user group conferences, she is contributing to Law Technology News and Law Firm Inc. as well as strengthening ties with UK publications such as Legal Technology Insider and CityTech. In fact, content has been at the top of her agenda lately with the launch of InsideLegal.com, a legal technology marketing, industry news and events blog; the kick-off of InsideLegal’s Summit events series, as well as the production of the legal industry’s first legal technology marketing survey designed to help legal technology marketing companies better understand their marketing mix and provide benchmarks compared to their peers. InsideLegal has also teamed with UK’s Legal Technology Insider publication to launch the American Legal Technology Insider publication in the US, targeting large law firms. She also was the 2004 Lex Proficio Award Winner for Lifetime Achievement in the Advancement of Legal. It is fair to say, that based on JoAnna’s understanding of “all things legal” and her ties with the “who’s who” of the industry, she is one of the first stops when it comes to new entrants into the legal tech world. Please call (770.438.1908) or email JoAnna to discuss your marketing needs.

Jobst ElsterHead of Content, brings extensive experience in brand management, product marketing, public relations, and strategic marketing planning to Envision Agency. He has fifteen years of experience in the business-to-business arena, both on the corporate and agency side, with a focus on technology and software in particular. Jobst has a successful track record of planning and executing marketing and PR campaigns for his clients including global legal software companies as well as Fortune 500 financial services and telecommunication firms. Based on a strong PR agency background and his knowledge of the legal industry, Jobst has developed strong relationships with the leading legal media and has a thriving network of vendors and contacts covering all aspects of marketing services. His areas of specialization include marketing strategy and planning, integrated marketing communications and all aspects of Public Relations. Jobst has an M.B.A. in Marketing from the University of Missouri.  Please call (850.459.4947) or email Jobst to discuss your marketing needs.

 

 

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“In Their Own Words”: MyLegal.com’s Lisa DiMonte

Lisa DiMonte Last month, InsideLegal was invited to cover MyLegal.com's inaugural social media conference "Making the Case for Social Media". As reported in our event recap, MyLegal.com's founder and event brainchild Lisa DiMonte, put to great use her 30+ year court reporting and litigation support experience and delivered a value-added first time event. We wanted to follow-up since we were particularly curious about Lisa's passion for social media and to what extent the legal community has embraced her emerging MyLegal.com social network for legal professionals. Here is Lisa "in her own words" to provide more insight…

Tell us a little bit about yourself and your passion for legal and especially social media?

I’ve been in the legal industry for over 33 years and became a court reporter because I loved the idea of learning something new every day and meeting new and interesting people. During my court reporter training, I was fascinated by technology and utilizing technology to be more productive. As I gained more experience as a court reporter, I became more intrigued by technologies that were designed to help lawyers and other legal professionals become more efficient. My passion for people, technology and continual learning is being fulfilled by my work at MyLegal.com, where we help legal professionals use simple social media tools to get more clients and build professional relationships.

What is MyLegal.com and how do you see it helping lawyers meet their objective of running a successful practice?

MyLegal.com MyLegal.com is a social network for all legal professionals, not just lawyers. So whether you’re a lawyer or a legal vendor, everyone seems to want the same thing – more clients. But there’s so much competition amongst firms of all sizes and there are so many choices, that many legal professionals are confused about where to start with social media or what to do, so they do nothing. I also think that many attorneys and legal professionals are risk averse. If you couple aversion to risk, with some of the state restrictions on advertising for lawyers, it’s no wonder that many legal professionals find it easier and safer to be in the stands as a spectator, rather than participating “on the field.”

That’s where MyLegal.com comes in. We help legal professionals use simple tools to increase their online presence and visibility in a professional and ethical way. Legal professionals create a professional profile on MyLegal.com and then associate their content with their profile. This content can include press releases, blogs, podcasts and videos that are geared at educating and not advertising. The more content that is associated with your profile; the more likely it is that you are going to be found by someone who is in need of your services. We eliminate the barriers to create and distribute the content with our easy-to-use tools, by providing our members with a simple template to create a blog or press release, or, alternatively, the ability to simply browse and upload their content or insert a link and tag it for search engine indexing.  

We are an all inclusive community and believe that one of the ways lawyers can be successful and competitive is by keeping abreast of new technologies and methodologies. Legal vendors are in the best position to keep lawyers informed in this regard because they are the ones who provide solutions to those problems. On the flip side, legal vendors need to know the issues and obstacles that interfere with lawyers' ability to practice law efficiently and effectively.

How does MyLegal.com interact and partner with the legal technology vendor community?  

As discussed, we provide the same tools and services for legal vendors as we do for lawyers. We help legal vendors promote themselves and their products through the posting and distribution of product demos, press releases and interviews on our talk radio show, “The Legal Exchange.” We also provide the online portal for vendor groups so they can share intellectual insights and develop best practices through the discussions and wikis associated with each group.

Once they start engaging with social media, what can or should lawyers expect? What should they not expect to happen?

Before lawyers and other legal professionals engage in social media, they need to understand that social media is not a silver bullet. In order to see results, the legal professional has to be authentic, consistent and committed. Authenticity is at the core of all relationships, whether online or face-to-face. Consistency is important because people want to know what to expect from you. And, finally, you need to be committed to your social media plan and goals because it takes time to build your network, establish your credibility and achieve your professional goals.

Info5


Lisa DiMonte 
MyLegal.com
Twitter: @mylegal

Posted in "In Their Own Words" Spotlights, People, Social Media | Leave a comment

Want to Speak at ILTA 2011?

ILTA If you are a legal technology consultant or legal vendor and would like to be considered as a session speaker at ILTA 2011, now is the time to submit your topic ideas to the ILTA course catalog. Recently, ILTA's Peggy Wechsler hosted a webinar to explain the ILTA course catalog and to announce their new speakers bureau-inspired 'My Expertise' database initiative. While you can view the recording of the webinar here, we have also broken down the detailed process below. 

ILTA Course Catalog

Here's how it works…

  • You submit a session idea including target audience, topics, etc. via the course catalog submission form on the ILTA website. (Deadline to be considered for ILTA 2011 conference is November 30th!)
  • The ILTA conference committee reviews all the submissions and selects the ones that will be of most interest to the ILTA membership.
  • If your topic is selected, a conference committee member will contact you directly by March 15.
  • If your submission isn't selected for ILTA 2011, it remains in the course catalog to be considered for future roadshows, regional lunch and learns, etc.

Some helpful tips:

  • Think of your audience – When you are crafting your session description, think of it as a pitch. Keep in mind that the ILTA members are selecting and make it something that would pique their interest – not just something that your company would like to cover. 
  • Education, not sales! – Make sure that your topic and your session are educational. The ILTA Annual Conference is all about education and that's what they look for first. Also, of course, do not turn your session into a sales demo!
  • Get Ideas – Look at the 2010 ILTA course catalog to get an idea of what other companies have submitted. Also use this to see what other companies haven't submitted and use that to come up with an original idea. You many also want to look at conference sessions that were offered at ILTA 2010 and past issues of ILTA's membership publication Peer to Peer for ideas.
  • New Perspectives – Talk to your team and get some new ideas/angles. 
  • Be ready – Review the submission form before you brainstorm ideas. 
  • Diversify – Don't put all your eggs in one basket. Submit more than one idea and think in terms of serving the diverse ILTA audience segments and interests.

'My Expertise' Database 

New this year, is the 'My Expertise' database. Where the course catalog deals with session outlines and topics, think of the expertise database as more of a speakers bureau. This will assist ILTA when they have a topic in mind and need to find a speaker. They will be able to look up an expertise area – for example, cloud technologies or marketing technologies – and find the names of everyone listed under that topic. The great news is this database will also be used by ILTA when searching for potential authors for their various publications. The database takes about thirty seconds to fill out but you must be logged into ILTA's site (create an account here). When you log in, the 'My Expertise' option will show in the right column.

This is something that ALL your employees can and should do. Depending on your sponsorship level, only some of your employees will show up on the site (bronze-3, silver-5, gold-10, platinum-unlimited), but all the employees you list will come up when ILTA searches the database.

Posted in ABA/ABA TECHSHOW, Events, ILTA, Speaking Opportunities | Tagged , , , | Leave a comment

“In Their Own Words” Legal Thought Leaders Spotlight: Adrian Dayton

Adrian Dayton

InsideLegal recently had a chance to briefly catch-up with Adrian Dayton at MyLegal's Making the Case for Social Media event where he was asked to speak on 'how to bring in business with social media'. When the dust settled, Adrian shared some more thoughts … "in his own words".

Who are you?  Who is your organization?       What is your role?
I am Adrian Dayton, attorney, author of of Social Media for Lawyers: Twitter Edition, consultant to large law firms, and weekly columnist for the National Law Journal. My organization is the Adrian Dayton Company - I am the Founder and CEO, but at this point is is a small organization with just me and a couple of others.

How did you get your start with social media?
I have been using discussion groups since 2000, but I was turned me on to blogging and social media after creating a manuscript that I wanted to get published. A friend of mine that handled social media for Adobe and now for Symantech told me, "get on Twitter, start a blog." So I did. Within a few weeks, I brought in a client to the mid-sized law firm I was working with at the time. After that, I was hooked.

Your book "Social Media for Lawyers: Twitter edition" has been very well received. Why is this a must read? 
"Social Media for Lawyers: Twitter Edition" is not a technical manual, it is a basic step-by-step guide of how professionals can start using Twitter. I think it has been successful because it is easy to read, written in a conversational style, and provides plenty of practical take-aways. It has been out a year now, and the Amazon.com reviews have been extremely positive for the book.  

Please provide one ‘real world example’ of how one of your clients has made more money with social media?
Roy Ginsburg who authors the blog, Quirky Questions?, brought in a six-figure client through his blog. Many others have brought in smaller matters through Twitter, LinkedIn and even Facebook. It isn't really about social media though, it is about engaging people offline after making the first connection online. 

As you know, InsideLegal works closely with the legal technology community. How can legal technology vendors work with you or approach you as a resource?
Great question. I have worked with a number of vendors on product launches and making sure they get the most out of their new whitepapers/events/ projects. I am pretty picky about who I work with though, they need to have a compelling product that I believe, or I'm not going to share it with my network. That would be an easy way to lose the good will and credibility I have built up over the last couple of years engaging very regularly online.

What online resource (website, blog, etc.) is most useful to you (i.e., you use it every day)?
I love a few tools that I believe are an absolute must for anybody serious about using social media:

  • TweetDeck – for Twitter, LinkedIn & Facebook
  • Bit.ly – to shorten links and track progress
  • WordPress – by far my favorite blogging platform
  • Google Analytics – to track traffic flow and sources of traffic

There are other variations of each of these, but these are the ones I use.

How can people contact you?
People can email me – info@adriandayton.com or shoot me a message on Twitter @adriandayton. I reply to all messages personally and am also available anytime by phone at (716)568-7695. 

Info5


Adrian Dayton (info@adriandayton.com)
Adrian Dayton Company
716.568.7695
Twitter: @AdrianDayton

Posted in "In Their Own Words" Spotlights, Consultants, Social Media, Thought Leadership | Leave a comment

Huron Consulting Group Acquires TRILANTIC

HuronConsulting Huron Consulting Group today announced that it has acquired TRILANTIC.

According to the official press release, "TRILANTIC, based in London, specializes in e-discovery services and delivers solutions to law firms and legal departments worldwide that combine IT proficiency and a detailed knowledge of the EU data protection rules. Approximately 15 employees will join the Company, including Nigel Murray who will serve as a Huron managing director." Trilantic

Terms of the acquisition were not disclosed.

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Tikit Acquires Carpe Diem from Sage Software & PensEra, Makers of TimeKM

Tikit Quite a day for UK based Tikit! Tikit has announced this morning the acquisition of both Carpe Diem time recording software from Sage Software and PensEra, makers of TimeKM time recording software. According to the news release (which can be found on their blog)…

"With immediate effect, the Sage Carpe Diem product becomes Carpe Diem Classic, with a new version – Carpe Diem Classic 2010 – scheduled for launch in Q4 of this year. This release will incorporate many of the enhancements users have requested from Sage over recent months.

The TimeKM suite (which along with time recording also includes forecasting and budgeting) will be renamed Carpe Diem Enterprise and will inherit its existing roadmap, supplemented by feedback from firms using Carpe Diem Classic, to ensure it continues to address next generation time recording trends and best practices."

Here are some financial details thanks to The Orange Rag Editor, Charles Christian.

  • Annual support revenues for Carpe Diem were US$2.2 million in the year to 30 September 2010, while the total consideration was US$1.35 million, paid in cash from Tikit’s existing resources.
  • PensEra had total revenues of C$0.99 million in the year to 31 July 2010. The initial consideration of C$0.73 million has been paid in cash from Tikit’s existing resources, and there is an additional capped deferred consideration payable over the next three years, dependent on software sales growth.
Posted in Legal Industry, Legal UK Industry, M&A, Vendors | Leave a comment

Law Technology News (LTN) Restructuring, Going to Bi-monthly and Adding a Technology Desk for Online News

LTN We had been hearing reports about major changes to Law Technology News and below is a statement from Monica Bay, Editor-in-Chief.

"Aric Press recently announced the initial stages of ALM’s reorganization of its national newsroom, which includes his promotion to vice president/editor-in-chief of the company. 

One of the first steps in the plan is to create a unified “technology desk” to provide content across ALM publications, which will better inform our audience about the role of technology to help readers deliver “better, faster, cheaper” legal services.

Toward that end, we are executing a very exciting revamp of our LTN website, allowing us to devote more of our editorial resources to daily news reporting online. I am especially excited about the opportunity to provide more timely and authoritative coverage of important products and services.

This also allows us to upgrade Law Technology News magazine, with more expanded analysis from our industry leaders; our award-winning columns, detailed product reviews; news about important surveys and trends; and more. We will publish the print magazine on a bi-monthly basis (6x a year) in 2011."

We look forward to the new thought leader content in LTN and in particular, the inclusion of trend stories, case studies and product reviews. We are disappointed that ALM does not view vendors as thought leaders and therefore, vendors will not be allowed to contribute content. We understand that some bad apples had spoiled that for everyone else in the past, but this would be a great time to start fresh and recognize some of the incredible vendor experts in the industry today.

Posted in Legal Industry, Media, Publications | Leave a comment

Harvard Professor Larry Lessig to Keynote ABA TECHSHOW 2011

ABA TECHSHOW This weekend it was announced that Harvard professor & TED speaker Larry Lessig will be the ABA TECHSHOW 2011 keynote speaker. TECHSHOW will be celebrating its 25th anniversary April 11-13 in Chicago.  

Posted in ABA/ABA TECHSHOW, Events, Thought Leadership | Leave a comment