Transcript Top Ten Technologies Every Executive Director Should Know

Top Ten Technologies
Every Executive Director
Should Know About
March 16, 2007
Presenters:
Gabrielle Hammond, NTAP
Gwen Daniels, Illinois Legal Aid
March 16, 2007
#10: Poverty Law Survey Tool
 Sign
Up:
http://survey.lstech.org
 More info: http://lsntap.org/techlibrary
Power of Surveys

Tool to return to “Community Lawyering”

Instant feedback for management,
organizational development, fundraising,
technology evaluation, services evaluation, and
priority setting

More accurate than web tracking forms
Power of Online Surveys

Cheap, Relatively Easy, Fast

Lots of features -- Create surveys where:








anyone can respond as many times as they like;
only invited persons can respond;
a person can only respond only once;
in other languages;
anonymous surveys are sent in;
participants go to a URL or respond to an email;
prior surveys can be reused and edited;
data is analyzed instantly online or downloaded to a spreadsheet or graph.
Examples of Surveys
for Poverty Law







Technology Evaluation
Community Based Priority Setting
Outcome Assessment & Satisfaction of Services
(Clinics, Hotline, Representation)
Fundraising
Volunteer Recruitment
Staff Input (Retreats, Conferences, Training)
Task Force or Committee Planning
Rates of Return





Depends on WHO you send it to
Depends on how long your survey is
Depends on how important your survey is to
them
Depends on incentives for completion
Depends on type of survey to complete
Name that Rate of Return
Assumption 1: To “Strangers”
Assumption 2: 10,000 respondents

Postcard or Mail Surveys?


Telephone Surveys?


2 - 8%
17%
Online Surveys?

34%
Comparison of Traditional v Online Survey Methods, Web Surveyor Corporation, 2002
Poverty Law Surveys
http://survey.lstech.org
Poverty Law Surveys
Poverty Law Surveys
http://survey.lstech.org
Poverty Law Surveys
http://survey.lstech.org
Usable by Non-Techie who is Willing to Learn
 Sign Up: http://survey.lstech.org
 More info:
http://lsntap.org/techlibrary

#9: Wikis
Easy-to-use online space for collaboration
 Perfect for DYNAMIC information
 Perfect for QUICK information


More info:
http://lsntap.org/techlibrary
What is a wiki?

In a single sentence, a wiki is a web site that is
created and edited collaboratively.
What is a wiki?




Users can change, delete, update, and build on the
thoughts and ideas of others.
Although it is web-based no coding or “technical”
knowledge is required.
Starting to use a wiki requires a sense of exploration.
Analogy: a word-processor used collaboratively, acts as a
dynamic repository, retains revisions and allows
discussion.
Wiki benefits


For people new to the idea, the concept of
anyone being able to update and change the text
of a site seems chaotic.
Complex projects (see Wikipedia - an
encyclopedia done with a wiki) have proven the
value of this tool.
Some more wiki facts



The way a wiki is set up and the informal rules
governing the community of users of that wiki
determine its character.
In its ideal form, a wiki can be termed as a tool for
discourse and self-correction. On one end of the
spectrum, you can have totally open, democratic wiki
such as Wikipedia and on the other end, you can have a
personal, secure notetaking tool accessible only to
yourself.
However, a big attraction of a wiki is its ability to retain
a memory of the changes made to it.
Wikis in the Poverty Law Setting
Why a wiki?
 Wikis in action
 Challenges to getting people to contribute
 Praise for the wikis

Arkansas Legal Services
The problem:


The pro bono organizations mailed to every pro bono
attorney a huge binder of a printed version of the
poverty law manual ( a manual w/ 10 sections pretty
much following the major categories we deal with
nationally such as Landlord/Tenant and Family law....)
Cost for mailing and printing was enormous, plus it got
out of date pretty quickly since it was focused on the
advocate providing a lot of case law.
Interim Solution:

The manual was then converted to PDF and put
on the website. But PDF is bulky and takes a
while to load ...

Additionally, the website coordinator could not
continue to keep it updated – ‘just too much in
addition to my other jobs..’
The solution
A wiki that will be limited to the pro bono and
legal services community with the hopes that the
community will edit and update.
https://povertylawmanual.wikispaces.com/
Legal Aid of Southeastern
Pennsylvania
The problem

Telephone Intake manual and Staff manual
required constant changes to a printed manual.
Staff manual---everyone throughout the
program had different versions, depending on
which updates they had actually kept.
Legal Aid of Southeastern
Pennsylvania
The solution:

“I checked out the NTAP info on wikis, and was drawn
by the claim that creating a wiki could be as easy as
making a peanut butter sandwich. I figured I’d see if
that was true, and it was.”
Legal Aid of Southeastern
Pennsylvania
The result:
A wiki with:





Organizational information
Help Line Manual
Staff Directory
Substantive Law resources
Other Resources
Michigan Reentry Law Wiki
The problem:

A printed manual that needed updating and
additional information, cost of printing and
mailing.
Do you see a theme….?
Michigan Reentry Law Wiki
The solution:
An extensive
wiki of reentry
law resources
http://reentry.mplp.org/ree
ntry/index.php/Main_Page
Michigan Reentry Law Wiki
The result:
 Extensive content, links to other websites,
documents uploaded.

20 editors, an editor training…3 contributors.
A successful example:
FEMA Answers
The wiki challenge: Collaboration

Biggest barrier is getting multiple people to
contribute and edit?

Why?
Unstructured?
 Uncomfortable with formatting
 Fear of “breaking something”
 Not the “normal” way of doing things

The wiki challenge: Collaboration

How to overcome that?





Plan and startup a basic outline, people often balk at a blank page.
Basic formatting training – include hands-on exercises and include a
“cheat sheet”
Let people know it can’t be broken
Ask specific people to contribute specific content – be available to answer
questions.
Start with something easy

Recipe wiki (every adds their favorite recipe)
Addressing the challenge

Encourage use of the wiki 




Standard email reply: “That would be a great thing
to post to the wiki….”
Promote use of the wiki as a resource
Acknowledging wiki usage
Identify a few key content editors
Wait for the paradigm shift
Wiki praises



The online aspect of manuals in an easily
updatable format is worth it (even without
multiple contributors).
Wiki “admin” praise the fact that it is easy to use
without technical know-how.
With email volume constantly increasing a wiki
provides an alternative to cluttered inboxes.
Setting up a wiki:

Decisions:
Software and Hardware (For more information see:
www.lsntap.org/node/1061)
 Content: Creating a general outline of how you want
the navigation to work makes it easier to add
information, and to organize it in a user-friendly way.
 Access – Open, Password protected, Editorial
privileges password protected.
 Editorial Policies

Wiki in action….
1.
2.
Open a new browser window on your desktop
Go to:
http://becky.wiki.lstech.org/index.php/Wiki_Training
3.
4.
5.
Click on the edit tab
Add content!
Remember to “Save Page”
#8: RSS





Bring News to You
The Poverty Law Newspaper -- ONLINE
Very easy to use in IE 7 or Mozilla Firefox
Available for most news, blogs and info sources
Feeds for advocates:
http://lsntap.org/node/1758
RSS Terms
RSS is a widely used standard for syndicating
content across websites
 Alphabet Soup? Aggregators, Feed Readers,
RSS Readers = some application that provides a
consolidated view of the content in a single
browser display or desktop application.
 Where are “Feed Aggregators”?
GoogleReader, MyYahoo.com, email applications
like Outlook 2007 (earlier versions with plugins),
Thunderbird, or IE 7 or Firefox

RSS in Action
RSS in Action
RSS for Poverty Law




What if we SHARED news sources and could access
that easily? … Enter the National RSS Server.
You can go to one place to find links and news other
advocates think is important. You can add your own.
Statewide web sites can use the national RSS server to
add feeds to their sites, creating an advocate newspaper
and providing free, frequently updated content
Any legal aid program with a web site that can produce
RSS feeds can use the national RSS server to create
javascript code for partner organizations to provide
those sites with syndicated information like news,
events, and even content links.
#7: GIS Mapping
 Mapping
Tells a Story
 Visually Display Complex Data
 For
Funders
 For Management
 For Advocacy
LSNC: Mapping for Advocacy
GIS Software
. ESRI: Supplies ArcIMS software to nonprofits
for $100.00

Complicated to learn

The GIS National Server Project is ready for
Census Data. Support materials completed by
May 07.
Variables to Map
Ethnicity & Race
 Age
 Income of Household
 Urban, Rural, Farming
 House Ownership or Rent
 Education Level

GIS Mapping National Server
Beta Site: http://tnatlas.geog.utk.edu/lasc.htm
 More Info and Support: http://lsntap.org
 Next Steps:

NTAP develops support materials and posts online.
 NTAP conducts two trainings for legal aid programs.
 Work with ESRI to figure out solution to mapping
your CMS data concurrently.
 Receive feedback and make recommendations for
adjustments.

#6: Document Assembly

Sometimes called ...


“Document automation”
“Computer-aided drafting”

Think TurboTax

Typically found in ...



Word processing applications
Case management systems
Fillable forms
Basic Concepts


Templates – model documents
Variables – what’s different?
Facts, choices
 Calculations - numbers, dates, texts


“Logic” – what goes where?
Conditional/optional pieces
 Repeated sections


Interface - questions and guidance
“National Public ADO”
(Automated Documents Online)
LSC Lexis
Template
providers
A2J
Pro Bono Net
Advisory
group
The national
ADO service
Courts
Statewide websites
Self-help
users
Clients
Advocate
users
Uses

Document focus




Word processable documents
Graphical forms, PDFs
Personalized instructions
Interview focus





Dynamic questionnaires
Intelligent checklists
Analytical advisors
Eligibility assessment
Hotline scripts for call center staff
Users







Self-helpers (unrepresented)
Clients (partially or fully represented)
Legal services staff advocates
Hotline staff
Volunteers, pro bono counsel
Law school clinics
Other nonprofits
HOTDOCS -- How it works .. .
An example
Can We Make it Prettier or Easier for
Someone to Use?
alternate front ends

Native HotDocs – “out of the box”

A2J: Chicago Kent Law School

I-CAN!™: Legal Aid Society of Orange County
A2J Author: Chicago Kent
I-CAN! Legal
www.legal-aid.com
I-CAN! Legal
www.legal-aid.com
I-CAN! EIC
Speaking of Turbo Tax….
 As of March 14, I-CAN! EIC returned:

$5.7 million in EITC refunds for low-income
 $12 million in Federal refunds for low-income

Clients complete it on their own
 Free
 Web-based

I-CAN! EIC
Your program promotes and provides support
 For Program Sign Up: www.icanefile.org/programs
 For Clients to Use: www.icanefile.org
 For More Info: www.legal-aid.com

I-CAN! EIC
How Do You Get Involved?



Join NPADO: www.npado.org
Contact Legal Aid Society of Orange County
for ICAN EIC (www.legal-aid.org)
Learn more at www.lsntap.org/techlibrary
# 5: Online Intake and Electronic
Case Transfer Systems

Online intake opens up additional ways to do
intake
Clients can apply for services via the web site
 Remote intake workers can use online intake systems
to do intake when direct access to the CMS isn't
practical


Electronic case transfer systems eliminate the
need to re-enter information and makes referring
cases to partner organizations easier
Maine's Online Intake Project

The problem: Intake volunteers have a difficult
time working with the Volunteer Lawyers
Project's case management system. Intake
volunteers do intake almost entirely in paper and
VLP staff retypes the information into the CMS
 The solution: Creating Flash-based forms for
volunteers to enter information that utilize
interview-like screens for both basic intake and
also for various substantive topics. These can be
imported easily into the Case Mgmt System.
Maine VLP Intake Project



Volunteers (and clients, through a copy on the VLP
website) can fill out the Flash application and submit the
data to the VLP web site.
When submitted, a file (in XML) is created and VLP
staff can import the file directly into their CMS without
any re-typing. (XML is programming language that
allows easy transferability of documents, regardless of
platform.)
Links:



Basic Intake: http://vlp.org/xforms/flash/primary
Divorce:
http://www.gwendelyndaniels.com/vlp/divorce.html
Web Administration:
http://vlp.org/xforms/flash/intakeList
Michigan Case Transfer System
(CaseQ)

The problem: One legal aid organization refers
to another partner organization. Both use Pika
Case Management System, but the data needs to
still be re-entered manually.
 The solution: Allows different Pika CMS's in
the state to transfer cases electronically between
themselves. In tech terms: Uses the Legal
Services XML Case Management Schema and
standard Web services so that it will be able to
communicate with other case management
systems that also use the schema
Michigan CaseQ Transfer Systems
Michigan's CaseQ Transfer
System
Michigan CaseQ
Online Intake and CaseQ

How Your Program Can Take Advantage of Their
Progress:
#4: LiveHelp

Provides virtual, live assistance for Web site
visitors

Helps visitors find information

Doesn’t provide legal advice
Project History

Late 2004 – MLSA, ILA and PBN receive TIG

January 2005 – Planning begins

Summer 2005 – ILA and MLSA soft-launch LiveHelp on Web
sites; initial evaluation begins

June 2006 – ILA and MLSA fully launch LiveHelp

Late 2006 – MLSA, ILA, GSLP, and PBN receive expansion
TIG
Logistics

Use LivePerson – an ASP; have a month to month arrangement

Pay per seat - $200 per seat per month

Staffed by VISTA volunteers, paralegals, interns, attorneys, and
other willing staff members
2006 Usage

Montana – 344 “Acts of Help”
MontanaLawHelp.org had 38,176 visits and 182,604 page views.

Iowa – 247 “Acts of Help”
IowaLegalAid.org had 29,450 visits and 111,806 page views.
My Impression of LiveHelp Users

Most LiveHelp users possess basic computer
knowledge (i.e., accessing web pages, instant
messaging, etc…)

Most LiveHelp users have legal issues that can
be addressed using legal services resources:
consumer, landlord/tenant, family law, etc…

Most LiveHelp users are not already legal
services clients.
Chat Transcript I
INFO: You are now chatting with ‘Navigator'
NAVIGATOR: Hello. I can help you find information about the law and
legal rights. I can't give you any legal advice or tell you what to do.
Do not tell me anything confidential. You and I don't have an attorneyclient relationship.
The other side in your case may contact LiveHelp for more information. In
that case, we will also give him or her information.
Is this okay?
VISITOR: yes
NAVIGATOR: What can I help you with today?
VISITOR: i am looking for the application form on the Web site so I can
print it
NAVIGATOR: One moment, please. I can get the form for you. You also
have the option of applying to Montana Legal Services by telephone.
Here's the number: 1-800-666-6124
Application Link
The above link will take you to the application. Can I help you with
anything else?
VISITOR: no thanks
Taking Chats – The Down Side

Inconsistent: MontanaLawHelp.org averages about 1 LiveHelp
chat per hour.

Unpredictable: Users ask unpredictable questions and expect
immediate answers.

Frustrating: There is a temptation to give legal advice or delve
deeper into the facts to identify the legal issue.
Chat Transcript II
INFO: You are now chatting with ‘Navigator‘
VISITOR: Hello
NAVIGATOR: Hello. I can help you find information about the law and
legal rights. I can't give you any legal advice or tell you what to do.
Do not tell me anything confidential. You and I don't have an attorneyclient relationship.
The other side in your case may contact LiveHelp for more information. In
that case, we will also give him or her information.
Is this okay?
VISITOR: I guess...I need information though. do you do that?
NAVIGATOR: I can certainly try. What can I help you with?
VISITOR: on the 6th of Dec of 06 I was given notice to move from a trailer
space I am renting. move out date? 1/1/07 water to be turned off
1/5/07...they claimed the County Sanitarian was closing down the trailer
park… this is a “lie” according to the Sanitarian
VISITOR: I cannot find legal assistance as I am not rich. I need help.
where do I go?
NAVIGATOR: Are you in Montana?
VISITOR: yes
NAVIGATOR: First of all, here is a link to some useful information on
evictions: evictions link.
VISITOR: thanks. how do I file an injunction? what is the form
number/name?
NAVIGATOR: I am unable to find the kind of form you are looking for.
You might want to try contacting Montana Legal Services. If you are
eligible for their services, they can give you legal advice and possibly find
you a free attorney. Their telephone number is 1-800-666-6124
VISITOR: ok, wrote it down. I am sure I qualify. is there something else?
NAVIGATOR: Calling legal services would probably be the most helpful.
Be sure to let them know that you are up against a deadline and they will
help you address the problem immediately
VISITOR: great. Thank you very much. You have a good new year.
NAVIGATOR: Can I help you with anything else?
VISITOR: No, thank you though
Taking Chats – The Up Side

Rewarding: The experience of empowering a Web site visitor
with legal information is satisfying in itself.

Multitasking: With an average of one chat per hour, navigators
have spare time to answer emails, make telephone calls, etc…

Personal Knowledge: Navigators are required to possess an
advanced knowledge of sources of legal information. This is
also valuable to my practice of law.
Interim Analysis of Potential
Broader Usage within Legal Aid









Advocate Support for Pro Bono Attorneys
Pro Bono Advice or Information to Web site Users
Cross State Assistance
Multi-Lingual Support
Document Assembly Support
Low-Literacy User Support
Service Finding and Online Application Assistance
Diagnostic Software Support
As Assistive Technology Considerations
Interim Analysis of Potential
Broader Access to Justice Usage









Court-Based Information Services
Self Help Centers
Bar Association Attorney Referrals
E-filing Support
Court-Based Document Assembly
Litigant Online Calendar and Docket Checking
Hearing Preparation Assistance
Public Legal Information Consortium
Binding Together the Full Range of Access To Justice Web sites with Single
Integrated Support Service
Interim Analysis of Potential Usage
Going Beyond Access to Justice



Benefits Application with Agency
Actual Service Delivery
Social Service and Community Service Agencies
The Georgia Plan for LiveHelp


Add to www.GeorgiaAdvocates.org to support lawyers
using the site
Train 3 Pro Bono Guides (Operators)


GLSP Pro Bono Coordinators
Guides will




Provide messaging
Assist site users in finding resources
Suggest potential opportunities
Direct volunteers to programs/offices
Live Help Information
Montana Legal Services Association:
apaul.mtlsa.org
Georgia State Bar: [email protected]
# 3: Voice Over IP (VOIP)

Telephone over Internet connections = Cheap
Long Distance or Free.
Depending on need and configuration, may be
more cost-effective than traditional telephone
systems
 Many options:

PC-based softphones that use headsets and a
computer to
 VOIP phones that plug into internet connections
 Full PBX capabilities with Asterisk

#2: LegalMeetings
What is the average distance between your offices?
What happens if one person needs to be in both
places?
 LegalMeetings uses web conferencing to allow
people to share documents, train, meet,
collaborate, and receive support -- remotely.

Let’s Learn from Georgia


In 2006, the Georgia Legal Services Program conducted 157
online meetings using LegalMeetings, 47 of which were to train
their staff on new case management software, Legal Server.
NTAP analyzed the cost savings to GLSP for those 47
trainings only and found that GLSP saved an estimated
$23,424.00 of staff time alone by using LegalMeetings Web
Conferencing. If every one of the 157 meetings conducted by
Georgia Legal Services Program assumed the same staff and
travel time as the Legal Server trainings, Georgia would have
saved $78,186.00!
If You Were Like Georgia

In 2006, 30 other legal aid programs used LegalMeetings. If
each program used it similarly to Georgia Legal Services, the
cost benefit to the national legal aid community would have
been a savings of $820,704.00.
#1: Statewide Website and Case
Management System Integration
Website/CMS integration allows advocates
working in a case management system ready
access to advocate and/or client content from
the statewide web sites.
 Useful for referring clients to web-based
resources
 Can be simple web link or integrated directly into
the CMS
 Georgia and Kentucky have 2006 TIG grants to
build this functionality

The Weblink Model: Illinois
Legal Aid and Kemps CaseWorks

Simple approach
ILAO created a single web page that, when passed a
problem code generates and displays client and
advocate content.
 Kemps built in a drop down of national index
problem codes and a button that when clicked would
open a web page with the problem code appended at
the end
 Sample web page:
http://www.illinoislegalaid.org/index.cfm?fuseaction
=home.cmsFeedAsHTML&code=1690100

XML Integration: ILAO and LegalServer
Bonus: Webcasting
Webcasting is a system that allows statewide
websites to broadcast trainings and other
webinars live across the internet. Interactive chat
feature allows web viewers to submit questions.
 Webcasts may be archived, chaptered, and made
available for later viewing
 Live demo through IlllinoisLegalAdvocate.org

Reminder: Statewide Advocate
Website
We’ve mentioned the statewide websites.
 Backbone for sharing information, training,
resources.
 Link, contribute, join, build

Questions?
www.lsntap.org
March 16, 2007