If you blinked at ILTA09 last week, you might have missed it. And, even if you saw it, did you understand its implications?Â One law firm has found a way to create real transparency in its dealings with its clients.Â Are other firms ready to do the same?
During the session onTechnologies That Will Disrupt Traditional Legal Practice, Gerard Neiditsch showed us Mallesonsâ new client service tool, Mallesons Connect.As I mentioned in my last ILTA09 post, Help Law Firms Deliver Value, this extranet provides clients with a clear window into Mallesons.And, it does this by presenting information from a trulyclient-centric perspective.Â According to Gerard, most extranets function as black boxes.For many, they are simply archives.By contrast, Mallesons Connect provides Mallesonsâ clients with an unimpeded view showing how Mallesons is working rather than just what Mallesons has done. How do they do this?Â They provide (or will be providing shortly) the following information via a direct feed from their firmâs various systems:
Yes, e-mail.Â Is this the thin edge of the wedge?Â Have law firms ever given clients access to correspondence files before outside of a discovery request?Â Once clients can see an organized real-timecollection of firm correspondence, whatâs next?
The answer to that question may well come from Mallesons.Â Gerard told us that Mallesons monitors client usage of the service very closely and then adapts the tool to suit client needs.Â As a result, Mallesons will know before anyone else exactly what clients want and will be able to provide it while other firmsare debating the merits of increased transparency.
Thereâs another important element that should not go unremarked.Â Law firms rightly believe that they should bring only their very best work to their clients.Â Since this work rarely springs into life fully formed, this means firms hide behind the curtain all the preparatory measures necessary to generate excellent work product.Â However, once you introduce real-time transparency into your relationship with your client, it will be much harder to hide the behind-the-scenes work.Â And, that transparency will provide clients an opportunity to comment on our work and working methods behind that curtain.Â Are law firms ready for this level of oversight?
To give them credit, Mallesons âput its money where its mouth isâ by providing an extraordinary level of transparency into the process of developing the Mallesons Connect tool itself.Â They created a prototype and took it to their clients, only to discover that it wasnât what their clients needed.Â Rather than retreating behind the curtain to try another approach,they worked closely with their clients to develop the tool to meet client needs.Â Â Â This is definitely a departure from the way most law firm technologists and knowledge management personnel are used to working.Â And, it will require a change in the way lawyers have come to view the process of developing practice support tools.
No more little man behind the curtain.Â Now, wereally need to be the Wizard of Oz.
*** Update (3 Sept 09):
The good folks at Mallesons provided a bit more information on Mallesons Connect that might be helpful to other law firms considering entering this brave new world of transparency:
Stepping back from the detail, the key to making this work culturally and politically within a law firm is to start by providing noncontroversial information such as prior invoices, completed and current work product, and e-mail the client has already seen.Â Once this is automated and functioning well, the firm and client can think about what other information would be useful to both parties to make their relationship more effective and to help both manage the work.Â Taken from this perspective, itâs a win-win situation for client and firm.
[Photo Credit:Â Just Jefa]