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Tuesday, April 29
View Article  Law firm website winners and losers
by Charles Christian on Tue 29 Apr 2008 12:37 BST



Last night, the website and online services consultancy Intendance held its annual awards at Quadrant Chambers in London. Guest of honour, Cherie Booth QC, presented the overall winner Allen & Overy with their award. The picture shows James Tuke of Intendance (l) with Cherie Booth and Christian Walsh of A&O (r). The event coincided with the publication of the latest Intendance Fast 50 survey, which subjects the websites of Britain’s 50 most successful law firms to rigorous scrutiny in four categories – Content, Design, Usability and Marketing.

Allen & Overy were the overall winners, and the winners in the design category. The most improved law firm website is from Withers. The firm was among the last five in 2007, but has moved up to be 13th overall this year.
 

The Category Winners
 
Content: Freeth Cartwright won this category on the back of their comprehensive and sophisticated range of quality content and its client-orientated nature, from online services to cutting-edge blogs    
 
Usability: Mishcon de Reya came out top here through their simple yet functional site. Cross-referencing is particularly impressive, with users being able to access many different types of information from one page
 
Design: Allen & Overy won impressively due to a website that manages to be inviting, subtle and professional. Effective use of colour, font sizes and shading breaks the monotony of text-heavy pages, making content easier to assimilate
 
Marketing: Nabarro were the clear winners in this category thanks to their strong branding, which was communicated clearly and cleverly throughout the site  

The Losers
 
The five losers were Shoosmiths, Macfarlanes, Howard Kennedy, TLT Solicitors and Fladgate Fielder – none of them reaching more than 50% overall in the survey. All of them perform particularly poorly in the Design and Marketing categories. The first four were also in the bottom half in last year’s survey.
 
“By its very nature, the online world is quick to evolve”, says James Tuke, head of Intendance Research. “The survey shows how law firms are striving to keep up with the changes inherent in Web 2.0, and how new technology can help them combine offline and online strategy. For instance, aspects of client relationship management (CRM) can be utilised online by employing RSS feeds to deliver bespoke content, promoting events, e-learning activities and even lead generation. This reflects the change in emphasis of a dynamic, progressive website from ‘one-to-many’ communication to ‘one-to-one’. The ability to speak directly to a client, a potential recruit or any other stakeholder, is the holy grail of any commercial website.”
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Monday, April 28
View Article  BT find that loyalty rather than contingency planning is the answer of disasters
by Charles Christian on Mon 28 Apr 2008 12:22 BST
Here's a story to cause more than a little concern to insurers, regulators and the contingency planing industry generally. According to new research carried out on behalf of BT Global Services, n times of crisis, law firms rely more on the strong resilient actions of their staff, rather than a detailed business continuity plan. The research, say BT, suggests that bosses are counting on team spirit to save their businesses in a time of crisis rather than putting proper measures in place and communicating them to all staff members. 67% of staff surveyed in the sector believe their organisation relies on the dedication of its staff rather than detailed plans to get them through a disaster. Nearly one quarter (22%) did not know whether their firm had a business continuity plan and a further 47% said they didn’t understand it or had not taken the time to read it.

The study, of 752 employees across a range of professions, did reveal a high degree of loyalty and resilience, with those in the legal profession among the most determined to soldier on. Rather than seeing events such as bird flu, flooding or IT failure as a chance to enjoy time off, 83% said they would want to return to work as soon as possible if their organisation was adversely affected, higher than the average across other sectors (77%). The study also found that 95% of professional services workers would do everything they could to help colleagues in a time of crisis.

Ragnar Lofstedt, Professor of Risk Management, King's College London, who worked with BT on the study, said: “The spirit of resilience is clearly alive and well, showing that employees of UK firms are prepared to battle on in adversity. However I am concerned that, positive though this resilient streak is, it is actually exacerbating the problem by making employees blasé to the threats that exist in the post 9/11 world. Corporations understand the threats, but they need to communicate them better to their staff. The fact that so many either cannot be bothered or cannot comprehend their business continuity plans is seriously worrying. Organisations must realise that this resilient spirit is not enough and ensure that all the checks and fail safes of risk management are firmly in place.”

 The top three potential risks or disasters that legal professionals worry about were major technology failure (37%), hacking attack or computer virus (30%) and a major incident leading to a loss of data (29%), emphasising that the security of information is of critical importance to law firms. But the research also revealed that staff can easily be responsible for security breaches. Nearly one in 10 (9%) admit to having lost a device (such as a laptop or memory stick) that contained sensitive business information.
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View Article  Brand on the run - better Maldives than Bradford
by Charles Christian on Mon 28 Apr 2008 08:29 BST
And here's another piece legal IT supplier merchandise in an odd spot – Lily Beach in the Maldives, surrounded by green coconuts.


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Friday, April 25
View Article  IT directors concerned the role of their departments under appreciated
by Charles Christian on Fri 25 Apr 2008 06:45 BST
Sweet & Maxwell has just published the result of some research into the role support departments now play in running modern law firms however while upport functions such as Marketing, Finance, HR and Knowledge Management rising in status, IT Directors are concerned the role of their department may be under appreciated. Here is a synopsis of the report and you can click on the attachment link at the bottom for the full report...
 
The research, carried out by Sweet & Maxwell amongst the heads of HR, Finance, IT, Marketing and Knowledge Management within 56 of the UK’s Top 100 law firms, reveals that 82% feel that their department has taken on a more prominent role within their firm over the past 5 years.
 
Sweet & Maxwell says that the growth of the legal market and the increased turnover this has brought has enabled law firms to invest more heavily in their support functions. Law firms are now increasingly looking to their support departments to provide them with a competitive advantage.
 
Despite the unique business model adopted by the legal profession, lawyers understand that they can learn from the approach of other corporates such as investment banks and international accountancy firms in harnessing the talents of their support departments.
  
The new-found importance of legal support departments is demonstrated by the growing numbers of non-lawyers who now sit on management committees or boards. Around 40% of HR, IT and Marketing Directors now have a place on the management committee, along with 13% of head librarians, who are now more often described as heads of Knowledge Management.
 
The research also highlights the leading role Finance Directors are playing in the running of law firms, with 63% now sitting on the management committee or board.
 
Sweet & Maxwell says that once the Legal Services Bill, which will allow external investors to hold shares in law firms, comes into force, support departments are likely to take on an even greater role as investors demand greater efficiency and higher returns. Finance Directors in particular will have a pivotal role in ensuring that the demands of external investors are met.
  
Sweet & Maxwell’s research reveals the extent to which the business of law has changed in recent years. As the legal market becomes more competitive business development and marketing departments are playing a greater role in mapping out the strategies of law firms.
 
According to the research Marketing has emerged as the non-lawyer department with the highest status within law firms. 32% of all respondents said that Marketing is the department with the greatest cachet within their firm, ahead of Finance (28%) and HR (11%)
 
An overwhelming majority (94%) of Marketing Directors feel that their department has increased in importance over the past 5 years and 70% revealed that they have seen an increase in their budget during that time.
  
Whilst Marketing Directors are satisfied with their standing within their firm IT Directors are concerned that their department is often overlooked by senior management.
 
With the exception of Head Librarians, IT Directors have the least direct route to their firm’s Managing Partner. Only 36% of IT Directors report directly to their firm’s Managing Partner or CEO, compared to 88% of Marketing Directors.
 
Sweet & Maxwell suggests that law firms could offer IT Directors more contact with senior management if they want to retain the best talent.
 
However, a significant proportion of other support departments believe that IT is the department that receives the most generous funding. 44% of all respondents said that IT receives the most supportive budget within their firm, followed by Marketing (22%) and Finance.
 
Despite the perception that IT receives the most generous budget only 36% of IT Directors said that their budget had increased over the past 5 years, with 27% revealing that they feel their department is under-resourced.
 
IT heads were also the most confident that the performance and overall profitability of their firm could be improved with more investment in their department. 78% of IT Directors agree that if they had a bigger budget they would be able to make a greater contribution to the success of their firm, compared to 46% of HR Directors.
 
Sweet & Maxwell suggests that IT departments are unsure of their law firm’s commitment to IT in the future following the Internet boom and the availability of web-based services that have revolutionised the way lawyers work.
  
HR Directors are also concerned about the legal market’s ongoing commitment to their department’s future, with a number indicating that their department could be outsourced to an external HR adviser.
 
Surprisingly, despite the importance that the HR function has taken on within law firms in recent years, not one HR Director mentioned their own department when asked which support function had the highest status. 42% believe Marketing to have the highest standing in their firm, followed by IT (17%).
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Wednesday, April 23
View Article  LITIG say PMS vendors must try harder
by Charles Christian on Wed 23 Apr 2008 08:05 BST
The Legal Technology Innovators Group (LITIG, whose membership now includes almost half of the top 50 law firms in the UK) has just published a report on the state of practice management systems suppliers in the UK. Based on a survey of 29 user organisations and looking at 12 different systems from nine suppliers, the report found that most PMS products currently only deliver around 80% of the services and functionality required by law firms today.

The report suggests that ‘for existing legal industry suppliers to meet the challenge this presents, they need to spend more time with existing and potential client firms, understanding the current challenges facing the industry and the way law firms are trying to adapt their businesses to deal with this. It is no longer acceptable for suppliers to ignore the need for a system to deal with commoditised or volume business transactions, or the need to provide adequate information to manage the whole practice regardless of whether all areas time record.’

• The survey also found the minimum time organisations had been running their current PMS was 8 years and the average time was nearer 13 years.

• Copies of the full LITIG report can be downloaded from here. LITIG add that they welcome all comments on the report’s findings and would like to enter into a dialogue with vendors.
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Tuesday, April 22
View Article  Insider email problems
by Charles Christian on Tue 22 Apr 2008 11:04 BST
No we haven't gone mad but we know a lot of our readers have just been resent copies of the December (no.204) and/or January (no.205) editions of the Insider newsletter. This is because our EX internet service provider (and this is why they are EX) have a problem with their SMTP server and/or are doing something weird when restoring backups, that results in everyone on their user base getting some of their messages resent. With us it is the December and January editions of the Insider – for one of my neighbours (this is a local East Anglian ISP) it is an email Christmas card he sent out in December. We keep trying to get them to do something but so far no joy. You could try sending a rude email to info@beanstalkbroadband.net but they'll probably ignore it. Sorry.

PS - 'yes' it has been suggested that running an ISP business is not something Norfolk people should be doing and that perhaps they should stick to more traditional skills, such as growing sugar beet.

PPS - the April edition (no.208) will be landing on desktops from tomorrow (Wednesday 23rd April).
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Monday, April 21
View Article  ACUA chair comments on IRIS strategy
by Charles Christian on Mon 21 Apr 2008 09:28 BST
This comment has already been posted under the IRIS strategy posting however in cse you missed it, here it is again. It was posted by Dave Grattage, the chair of ACUA (and the Finance & IT Director of Lanyon Bowdler)...

"I would like to add my thoughts on the recent Iris announcement and provide a response to some of the other comments.

"First of all let me nail my colours to the mast and declare my interest. I am currently the Chairman of ACUA, the INDEPENDENT Aim Computer Users Association, which means that sometimes I am biased towards Aim/Iris and sometimes biased against them, but I have spend the last 15 years using the Aim product. These are only my personal views and may not necessarily reflect the views of other committee members.

"Evolution has evolved though perhaps not in the way anyone expected. There’s no point moaning about it because here we are. Charles Christian predicted there will be a consolidation in the legal software marketplace and so this is the effect. Other legal firms are/will be going through the same uncertainty as their “independent” provider is either swallowed up or takes on another provider. Either way in the short term users lose out as too much management time is spent on the merger rather than the product. We have clearly seen this to our cost with the CS Group takeover of Aim.

"There has been a lot of criticism of Iris and its roadmaps, but who really are the bad guys? CS Group bought several providers, increased their individual shareholder values and then sold to Iris. I’m not convinced Iris are bad, although their due diligence process must be in need of a review! However, Iris need to prove themselves to the user base, especially Aim users who are sacrificing their product for the Videss one and one thing we have in common is loyalty to Aim, albeit in hindsight, naïve loyalty!

"There have been a few comments about firms losing their investment in Evolution. I do not accept this, as investment should always be in staff and processes rather than software. Using an analogy if you can drive a Ford Mondeo you can drive a BMW 5 series although a thorough test drive is always recommended before purchase!

"Previous commentators have suggested that as Iris is owned by US private capital firms who want a high rate of return on their investment; prices will increase and customer service decrease. Well if this was a model for success we would have all suggested it to our Partners years ago. No, the best model of returning a high Roi is increasing customer value by working with them to increase efficiency and so profitability; then increase your prices.

"My advice to Aim users and other firms who find themselves in this situation is to set out clearly what you want from a pms and its provider. Then clinically review the marketplace to see who can best provide that in the most cost effective way. After all you have at least two years to evaluate the marketplace before you start to plan your move; but whether you should take this long is a matter for your own firm.

"Beware of believing grass is greener on the other side, as it rarely is and other providers’ assurances they can transfer all data seamlessly to their system; they can’t. To those who have seen and read the Iris’s vision and strategy but now want to see the details along with an honest independent view, I urge you to come to the ACUA’s event on May 13th in Coventry; details of which can be found at www.acua.co.uk You don’t have to be a member of the association to attend but it is cheaper if you are, and if you want to come please email Penny Hamlin on secretary.acua@btinternet.com
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Tuesday, April 15
View Article  Grindeys drop AIM and switch to Axxia
by Charles Christian on Tue 15 Apr 2008 09:05 BST
Grindeys LLP in North Staffordshire has awarded LexisNexis a contract to replace its current AIM practice management system with the Axxia DNA product. The firm anticipates DNA will be rolled out to all 240 fee earners and support staff at its Stoke and Stone offices by October 2008.

Grindeys' practice director Martin Leak said “Being a high volume conveyancing business and an IRIS AIM user, we were looking for a new practice management technology to help us gain a competitive edge. Customers want to exchange data electronically with their legal practitioner and we wanted a robust platform that gives us the flexibility to meet current and future client requirements. Furthermore, we needed a quick, easy-to-use, and integrated system that makes life easier for our staff. Following a review, we felt that Axxia DNA was the right product and from a supplier who has never ended the life of any of its products.”

Axxia was acquired by LexisNexis in February 2008. Grindeys have been with AIM since April 2002, before that they ran a Sanderson PMS.
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Tuesday, April 8
View Article  IRIS publish new product strategy - everything is coming up Videss and Mountain
by Charles Christian on Tue 08 Apr 2008 18:37 BST
Yes, I know we had the Legal Link announcements just before Christmas but the IRIS Legal group has now published a new product strategy announcement. Now read on – and check out the attachments if you are an AIM Evolution of Laserform TPS user...

In a statement issued today (8th April) IRIS Legal managing director Arlene Adams said...

"Today, we will unveil our product strategy for practice and case management and a further investment of £5m in our Legal Product Portfolio over the next 3 years. IRIS, which is a sector specialist and has for many years been the leading provider to the accountancy profession, has built its leadership position and reputation on continuous product investment and a deep understanding of customer needs. With this investment we are now making the same level of commitment to the legal market.

"Today we will launch our new Practice and Case Management Application, IRIS Law, which we will be offering to all new customers.  IRIS Law is available to customers in two editions, depending upon practice size and complexity: IRIS Law Enterprise for the larger practices and IRIS Law Business for the smaller practices. IRIS Law Enterprise is based on the award winning Legal Office 10 product (formerly Videss) and IRIS Law Business is based on the newly developed Connected product (formerly Mountain), both of which have had considerable new investment over the past few years.

"Customers of AIM and TPS (The Partnership Suite) will continue to be fully supported until July 2011 and will be offered a free software upgrade to IRIS Law when they are ready.

"This strategy was based on a detailed 6 month exercise that evaluated all the products in the IRIS legal portfolio and concluded that all customers upgrading to IRIS Law would receive immediate benefit from the new and improved functionality built into the product set.

"IRIS Law now provides IRIS customers with a clear long term roadmap offering protection of investment and reassurance at a time when the legal IT supply market is undergoing considerable consolidation thus leaving customers uncertain about the protection of their investment. IRIS, with the scale of its investment and its commitment to the legal sector can provide the stability that firms need from their IT partner.

"We have consulted widely with our customers and have now provided both customers and the market with what they have been asking for by delivering a clear strategy and long term roadmap. We will be making a further £5 million investment in our legal portfolio to ensure that we establish ourselves as the undisputed leader in the legal software marketplace. It is our ambition to swiftly transition this sector from a cottage industry to one which has the industrial strength that lawyers require

"We are currently researching new solutions to help legal firms address the business challenges of a rapidly changing market. We are exploring tools to help firms integrate more openly with partners and customers across the web, service customers over multiple electronic channels and deliver proactive customer management tools to help firms strengthen their relationship with customers and in turn improve their revenue and profit. This all has to be delivered in a world that is increasingly regulated and cost sensitive therefore we are exploring ways to further automate process, reduce cost and improve compliance. I am really excited about our future."

The supporting documents go on to say that "IRIS has concluded that no further feature enhancements, apart from legislative requirements on SQL, will be added to the (AIM) Evolution product following the release of Evolution R2SP5 in October 2008. A full product comparison has been conducted between Evolution and IRIS Law Enterprise. IRIS Law Enterprise will deliver improved functionality requested by Evolution users, for example, Document Management, improved marketing and CRM and an XML gateway which will allow greater integration with third party products and applications. The decision IRIS have made to upgrade Evolution users to IRIS Law Enterprise is one that has been given careful consideration. The future success of IRIS Legal is interlinked to customer satisfaction. I can therefore assure you that we have based this decision on what we believe delivers to you the best return on your investment and will provide a long term sustainable product that can deliver continuous business and competitive advantage."

Firms that remain on either the Laserform TPS or AIM Evolution platforms after July 2011 will have support provided via a "Vintage Support Programme at an additional cost".
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View Article  And now its an MBO for SOS
by Charles Christian on Tue 08 Apr 2008 06:05 BST
This morning Solicitors Own Software (SOS), providers of legal practice and case management software and services, announced a management buy-out (MBO) by the current executive team, following the planned retirement of founder Michael Platt. The management team affecting the MBO includes directors Keith Denman, Elaine Galvin, Graham Colbourne, Stephen Parry and David McNamara, formerly sales & marketing director who now becomes managing director. The financial details of the MBO were not disclosed.
 
Although this bucks the current trend for independent legal software suppliers selling out to larger conglomerates, Michael Platt said securing the independence of SOS was a paramount prerequisite for his retirement. “I firmly believe that this is the best outcome for clients and staff in terms of continuity of service, on-going product development and maintaining choice in the market. I am leaving SOS in the safest hands.”
 
The SOS management team has served some 55 man (& woman) years at SOS and is committed to remaining focused on providing the best integrated practice management and case management software. Newly appointed managing director, David McNamara comments “There has been widespread consolidation of software suppliers through recent mergers and acquisitions. We believe that many law firms will be let down as some legal software will inevitably be dropped and law firms will be forced in a direction that they don't necessarily want to take. Our MBO ceases any speculation that SOS clients would suffer a similar fate and that they can look forward to continued high levels of service and innovation, in the years to come."
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