How Can Law Firms Meet Needs Of 21st Century Legal Clients?
Change is upon us and it’s time for lawyers to seize the day and take advantage of the unique opportunities presented by technology.
I just left a presentation at my local bar association focused on the state of the legal market in 2017 and how lawyers can compete. During the seminar, one of the speakers discussed the findings of a recent report released by Thomson Reuters Legal Executive Institute and Georgetown Law on the state of the legal market in 2017.
After listening to the economic data from the report, I’ve got client service on my mind since one of the main themes gleaned from the report, as explained in this blog post, is that in 2017, “the changing market dynamics present opportunities for firms that are willing to challenge conventional thinking, take risks and innovate new approaches to the delivery of legal services.”
A lot has changed since I graduated from law school in 1995. One of the primary drivers of change has been the rapid advancement of technology, which has affected every aspect of our day-to-day lives, from how we communicate and interact with others, to how we shop, cook, travel, and conduct business.
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Technology has affected all aspects of our culture, including consumer expectations and the way that business is conducted. Because of the mobile and cloud revolutions, we now have instantaneous access to information, resulting in consumers who are more knowledgeable, more selective, and more demanding. Online payments are now the norm and consumers have come to expect more for their money, fast response times, and quick answers.
Rest assured that when “consumers” suddenly encounter legal problems and thus become “legal consumers,” their expectations do not suddenly change. Instead, 21st century legal consumers expect just as much from their attorneys as they do from other non-legal service providers.
This sudden shift in expectations has dramatically increased competition in the legal services space and has had an astounding effect on the delivery of legal services. For evidence of this, you need look no further than the huge success of LegalZoom, Rocket Lawyer, and similar services.
And yet, according to a recent study conducted by Altman Weil, many lawyers in larger firms are refusing to change the way that they do business despite finally acknowledging that the legal profession is undergoing an industry-wide paradigm shift in ways never before seen. As explained in the Altman Weil report, when it comes to adapting to change and meeting client demands by increasing efficiencies in the delivery of legal services, most firms are all talk, with little action:
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“Ninety-four percent of respondent’s in this year’s survey said that a focus on improving efficiency will be a permanent trend going forward. But only 49% of law firms said that they have significantly changed their approach to the efficiency of legal service delivery. This represents a frightening disconnect.”
Why the disconnect? It’s because change doesn’t come easy. Even so, overwhelming evidence indicates that in 2017, it’s necessary.
The lesson to be learned is that in order to stay competitive, lawyers must pay attention to the legal marketplace and the needs of 21st century legal consumers. Change is upon us and it’s time for lawyers to seize the day and take advantage of the unique opportunities presented by this shift. Innovate in the delivery of legal services and meet consumer demands by implementing new ways of serving the needs of your firm’s legal clients, whether it’s using alternative fee arrangements, securely collaborating and communicating online, sharing documents and case-related information in a client portal, or accepting online payments.
In other words, although technology is undoubtedly one of the biggest drivers of change — it’s also the solution. The innovative use of technology can drive down overhead and increase efficiency for law firms big and small.
Embracing technology not only helps lawyers to meet the demands of their clients, it allows them to thrive in an increasingly competitive legal marketplace. By wisely and selectively using technology, law firms can more efficiently provide legal services to their clients. Reducing redundancies and implementing workflows that streamline processes can reduce the costs associated with running a law firm, and simultaneously increase profits.
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And that’s the lesson to be learned: chart your law firm’s path based on client feedback and current trends in the legal landscape. Buck tradition and run your law firm with an eye toward the future, not the past. Your firm’s bottom line — and your clients — will thank you.
Nicole Black is a Rochester, New York attorney and the Legal Technology Evangelist at MyCase, web-based law practice management software. She’s been blogging since 2005, has written a weekly column for the Daily Record since 2007, is the author of Cloud Computing for Lawyers, co-authors Social Media for Lawyers: the Next Frontier, and co-authors Criminal Law in New York. She’s easily distracted by the potential of bright and shiny tech gadgets, along with good food and wine. You can follow her on Twitter @nikiblack and she can be reached at [email protected].
