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Manage What You Measure
A popular business axiom states you can only manage what you measure, and nowhere is that more true than in the realm of legal helpdesk (also often referred to as the service desk) support. Measuring service levels, ticket volumes, total incidents, and user satisfaction is only of value if the available data is compared to other metrics, and most importantly, acted upon. While gaining access to such data assumes a certain level of internal (or outsourced) helpdesk reporting technologies and software, there's no excuse for turning your back on benchmark data.
“The Guru's Guide for Helpdesk and Deskside Support,” a panel discussion recently featured at ILTA's 2010 educational conference, drilled down on some mainstream helpdesk statistics and broader support metrics. The session, co-hosted by Tony Hartsfield and Franklin Steven of Bryan Cave, focused on ways of keeping the helpdesk motivated, increasing user service levels, and using call tracking and reporting to enhance the overall helpdesk experience. A substantial collection of firm data ' spanning 200,000 helpdesk tickets across a variety of law firm sizes, locations and technology configurations for a six-month period ' was made available to help session attendees compare and contrast available helpdesk metrics to their own.
The DOJ's Corporate Enforcement Policy: One Year Later
The DOJ's Criminal Division issued three declinations since the issuance of the revised CEP a year ago. Review of these cases gives insight into DOJ's implementation of the new policy in practice.
The DOJ's New Parameters for Evaluating Corporate Compliance Programs
The parameters set forth in the DOJ's memorandum have implications not only for the government's evaluation of compliance programs in the context of criminal charging decisions, but also for how defense counsel structure their conference-room advocacy seeking declinations or lesser sanctions in both criminal and civil investigations.
Use of Deferred Prosecution Agreements In White Collar Investigations
This article discusses the practical and policy reasons for the use of DPAs and NPAs in white-collar criminal investigations, and considers the NDAA's new reporting provision and its relationship with other efforts to enhance transparency in DOJ decision-making.
Bankruptcy Sales: Finding a Diamond In the Rough
There is no efficient market for the sale of bankruptcy assets. Inefficient markets yield a transactional drag, potentially dampening the ability of debtors and trustees to maximize value for creditors. This article identifies ways in which investors may more easily discover bankruptcy asset sales.
A Lawyer's System for Active Reading
Active reading comprises many daily tasks lawyers engage in, including highlighting, annotating, note taking, comparing and searching texts. It demands more than flipping or turning pages.