Law.com Subscribers SAVE 30%
Call 855-808-4530 or email [email protected] to receive your discount on a new subscription.
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.
Law Firms are Reducing Redundant Real Estate by Bringing Support Services Back to the Office
A trend analysis of the benefits and challenges of bringing back administrative, word processing and billing services to law offices.
Bit Parts
Summary Judgment Denied Defendant in Declaratory Action by Producer of To Kill a Mockingbird Broadway Play Seeking Amateur Theatrical Rights
Risks of “Baseball Arbitration” in Resolving Real Estate Disputes
“Baseball arbitration” refers to the process used in Major League Baseball in which if an eligible player's representative and the club ownership cannot reach a compensation agreement through negotiation, each party enters a final submission and during a formal hearing each side — player and management — presents its case and then the designated panel of arbitrators chooses one of the salary bids with no other result being allowed. This method has become increasingly popular even beyond the sport of baseball.
Disconnect Between In-House and Outside Counsel
'Disconnect Between In-House and Outside Counsel is a continuation of the discussion of client expectations and the disconnect that often occurs. And although the outside attorneys should be pursuing how inside-counsel actually think, inside counsel should make an effort to impart this information without waiting to be asked.
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.