In last week’s column, I drew some customer service lessons for lawyers from the way that Disney treats visitors to its theme parks. This week, I want to focus on how Disney incorporates technological advances into its theme parks as a means of enhancing the customer experience.
On my recent visit, I was struck by the presence of two familiar pieces of technology from the “real world” within the Disney parks: (1) Disney’s new smartphone app for theme park visitors and (2) the availability of wi-fi in most areas of the park. Each example illustrates distinct yet relate, approaches to implementing technology for the benefit of the customer. And while I am sure that each took Disney many man-hours to develop, test, and roll-out publicly, it was refreshing for me as a lawyer to see a company of that stature making the investment to do so. It was also a real contrast to my Biglaw experience, where implementing technology in a way tailored to improve the client (and even employee) experience was all too often a low priority….
* Paul Bergrin, more commonly known as the “Baddest Lawyer in the History of Jersey,” was handed a life sentence yesterday. At least he’ll have street cred with his gen pop friends. [WSJ Law Blog (sub. req.)]
For my generation, carrying a BlackBerry was synonymous with employment in Biglaw. For over a decade, my BlackBerry was a constant companion. At the peak of my billable-hours craziness, I would literally wake up when the little red LED light signaling a new email started blinking. No matter the hour. For the sake of my marriage, I kept my BlackBerry on silent late at night. Despite that, my wife would occasionally complain in the morning about hearing me type reply emails from bed in the wee hours.
Even though I recently gave up my BlackBerry for a more robust smartphone, I still get the occasional vibrating “BlackBerry leg.” And despite having a “modern” phone now, it is hard to not miss my BlackBerry when typing an involved email. Perhaps the introduction of non-qwerty keyboards on smartphones has led to shorter emails generally. I am not sure, but it is clear that BlackBerry’s problem was not in providing a certain capability to its clients — BlackBerry was always the best mobile email platform, and BBM was always the best mobile instant messaging one as well. What changed was the public’s conception of what a smartphone could and should do.
Like many others in Biglaw, my BlackBerry was part of my work identity. I remember getting my first one, a black-and-white model with a rotating disc to scroll between emails. And I was an early devotee of the (j)ohn (q)uinn approach to responding to emails — check constantly, and respond often. For associates who are wondering — partners do take note of who responds promptly. And which associates respond substantively, too….
Once a ubiquitous legal industry accessory, the BlackBerry has fallen on hard times. A combination of competition, embarrassing failures, and former managers signaling a lack of confidence has left BlackBerry against the ropes. And building a signature product that forced the user to simulate a sex act didn’t help.
Now, the company is turning to a pair of trusted Biglaw firms to figure out its next move.
But even with superior counseling, has BlackBerry met its Waterloo?
* You know, in 20 years, Republicans are going to be telling us that the federal government’s pot taxes are too high. [Washington Post]
* DLA Piper might get in trouble from bragging about the size… of its bills. [Dealbook]
* Michele Bachmann is under investigation for being a demon spawn of the fifth circle from… oh, wait sorry, they’re just looking at her use of campaign funds. [ABC News]
* Is anybody else unreasonably excited to hear what offensive, homophobic remark Justice Scalia makes today? [National Review]
* With everybody looking at gays, I wonder if this will be the day for the Supreme Court to declare the end of racism against white people while doing nothing about racism against black people with a 5-3 (Kagan recusing) decision on Fisher. [SCOTUSblog]
* So, this BlackBerry thing doesn’t seem to be going very well. [Forbes]
When you are given an FBI BlackBerry, it’s for official use. It’s not to text the woman in another office who you found attractive or to send a picture of yourself in a state of undress. That is not why we provide you an FBI BlackBerry.
– Candice Will, Assistant Director for the FBI’s Office of Professional Responsibility, commenting on a “rash of sexting cases” detailed in an FBI disciplinary report.
(After taking a look at this report, the Federal Bureau of Investigation ought to consider changing its name to Frat Bros International. Let’s check it out.)
Hey, have you read Above the Law for like one single minute in the past month? If so, you probably know that we’re having this big blogger conference on March 14th at the Yale Club. Yeah, the Yale Club. You’ll be able to recognize me: I’ll be the only big… blogger guy surreptitiously holding a can of crimson spray-paint.
Speaking of coming, you should come. We’ve got CLE and all that. Click here to buy tickets to get CLE credit for listening to bloggers scream about stuff on the internet.
To refresh your memory, details on the panel that I’m moderating — almost entirely sober, mind you — follow.
My panel is called Blogs as Agents of Change, and we’re going to talk about whether all of these spilled pixels are actually making a difference. You know my view… just ask Lawrence Mitchell, but here are the panelists:
So you spent a considerable amount of time courting, selling and maybe even doing some friendly stalking of that attractive lateral partner candidate with a sizable book. After he or she ignored your emails and didn’t return your calls, a few weeks go by and you read a press release in the legal media announcing the recent move to a competing firm.
Rats. Another one got away from you. You cringe when you consider how much time was spent in meetings that did not bear fruit. Your heart aches when recall how you were led to believe this was a marriage made in heaven.
You have been rejected.
The sting of rejection is painful, even for fancy law firms. But you need to find a way that you can turn this disappointment into a legitimate learning experience.
No, this isn’t a pre-party before we come back next fall for the real thing. This IS the real thing. Quinn Emanuel is pushing the envelope on recruiting. The party is now. This is when you meet the partners and associates face to face. This is when we begin the dance that could land you an offer for your second summer BEFORE school starts in the fall.
First: You come to the party. Second: If you like us, you send your resume after June 1, 2014. Third: If we like each other, you get an offer.
We’re not waiting for fall. We’re not doing the twenty minute thing. This party is the real thing!
We hope you’ll join us, and look forward to meeting you.
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