Using Client Portals for Effective Collaboration. Jim Calloway and Brooke

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1 Using Client Portals for Effective Collaboration Jim Calloway and Brooke

2 AGENDA What are client portals and why adopt these tools? Ethical and practical considerations Factors to consider in selecting a portal solution Tips to make a client portal solution more useful in everyday legal practice

3 WHAT ARE CLIENT PORTALS? Common Concepts Online Secure/Private Communicate A secure web space that is accessible to a client The term is most often applied to an electronic sharing mechanism between an organization and its clients. The organization provides a secure entry point, typically via a website, that lets its clients log in to an area where they can communicate, view and download documents, collaborate on document editing and upload private information. The portal exists only on the web and data is stored in the cloud. w_practice_today/expand-your-solo-or-small-firm-practiceusing-client-portals.authcheckdam.pdf

4 WHAT ARE CLIENT PORTALS? Common Concepts Online Secure/Private Communicate In a nutshell, a client portal is software that allows you to interact with your clients, share files, discuss, chat, plan, organise and manage tasks and events in a private online environment.

5 WHY ADOPT/USE A CLIENT PORTAL? ETHICAL CONSIDERATIONS Confidentiality

6 WHY USING UNENCRYPTED IS GENERALLY NO LONGER APPROPRIATE

7 It bears repeating: is not Secure

8 WHY USE A CLIENT PORTAL? ETHICAL CONSIDERATIONS In May 2017, the American Bar Association s Standing Committee on Ethics and Professional Responsibility issued a new opinion providing guidance lawyers' responsibility to protect client confidentiality in electronic communications. In Opinion 477 the committee declined to draw a bright line as to when encryption or other security measures are required. Instead, the committee recommended that lawyers undergo a fact-based analysis that includes evaluating factors such as: The sensitivity of the information. The likelihood of disclosure if additional safeguards are not employed. The cost of employing additional safeguards. The difficulty of implementing the safeguards. The extent to which the safeguards adversely affect the lawyer s ability to represent clients (e.g., something that is excessively difficult to use).

WHY USING UNENCRYPTED EMAIL IS GENERALLY NO LONGER APPROPRIATE Just over half of the attorneys responding to the 2016

9 WHY USING UNENCRYPTED IS GENERALLY NO LONGER APPROPRIATE Just over half of the attorneys responding to the 2016 ABA Legal Tech Survey responded that they send confidential or privileged information via one or more times a day.

WHY USING UNENCRYPTED EMAIL IS GENERALLY NO LONGER APPROPRIATE Attorneys are also using

10 WHY USING UNENCRYPTED IS GENERALLY NO LONGER APPROPRIATE Attorneys are also using as a remote access tool How secure is your home network or and who else has access?

11 WHY ADOPT/USE A CLIENT PORTAL? PRACTICAL CONSIDERATIONS Increased efficiency Client expectation and retention Lawyers often talk about the importance of providing excellent client service, but for many lawyers that simply means effective legal representation. The problem with this perspective is that 21st-century legal consumers expect more. They re used to having instant access to whatever information they re seeking whether it s instant streaming of music or videos, 24/7 online shopping or anytime bank account access.

12 LAW FIRM COMMUNCATIONS & ADOPTION OF PORTAL SOLUTIONS Law firms may not know client preference for secure communications because the issue may not be discussed. According to 2016 ABA Tech Survey, 68% of the respondents do not address preferred communication in the fee agreement.

13 LAW FIRM COMMUNCATIONS & ADOPTION OF PORTAL SOLUTIONS According to the 2017 ABA Legal Tech Survey: 57 % of large firms (over 100 attorneys) offer secure client portals Only 30% of solo and small firms (2-9 attorneys) offer a secure client portal

17 WHAT TO CONSIDER IN SELECTING A PORTAL SOLUTION Goals of Practice Build Contact List Automated Intake Forms Ensure Basic Communication - Ability To Review Client Usage Increase Collection of Fees - Electronic Payments Two-way Communications Ease of Access Termination Security (e.g. HIPAA Compliant)

18 WHAT TO CONSIDER IN SELECTING A PORTAL SOLUTION Types of client portal solutions Integrated With Practice Management Solution Standalone Client Portal Secure Folder & File-Sharing Folder & File- Sharing Designed with practice management and attorney ethics considerations Designed with client communication and professional responsibility in mind Designed to facilitate secure document and file/folder sharing for collaboration Designed to facilitate document and file/folder sharing with security

19 WHAT TO CONSIDER IN SELECTING A PORTAL SOLUTION Types of client portal solutions Integrated With Practice Management PMS may be more costly, but the client portal is included without additional cost Client portal is integrated so diminishes need for double data entry Increased security Increased variety of features Limited customization Standalone Client Portal Usually less costly than PMS Increased customization May require duplication of data entry May not provide all the features of a client portal integrated in PMS May not encourage routine client usage Secure Folder & File-Sharing Usually less costly than PMS May provide increased security features (such a two-factor authentication) Does not include all the features of PMS May not encourage routine client usage Folder & File- Sharing Usually less costly than PMS Although solutions do include security measures, may be perceived as less robust due to past breech incidents. Shared linking features to folders may raise issues (Harleysville Ins. Co. v. Holding Funeral Home, Inc., (W.D. Va. Feb. 9, 2017). )

20 CONSIDERATIONS IN SELECTING A CLIENT PORTAL Lessons from link sharing in Harleysville Insurance Co. v. Holding Funeral Home Inc.

21 WHAT TO CONSIDER IN SELECTING A PORTAL SOLUTION DIY (Do It Yourself) Client Portals are normally not the best solution Tech savvy lawyers may be able to accomplish, but most attorneys don t have adequate tech skill Time commitment for development and preparation of training materials is significant Security may not be adequately addressed I built my own client portal on top of SugarCRM's free open source platform. It worked well, but I was surprised how few of my clients logged in to check it Double data entry is a major problem with these systems. If it is not built into your practice management system, it probably will not get as much use as you would like to think it will.

22 TIPS TO MAKE A CLIENT PORTAL MORE USEFUL IN EVERYDAY LEGAL PRACTICE Take time to become familiar with the portal functions Explain the portal as a FREE client service (especially to tech resistant clients) com/hc/enus/articles/ Video-Clio- Connect

23 TIPS TO MAKE A CLIENT PORTAL MORE USEFUL IN EVERYDAY LEGAL PRACTICE Take time to become familiar with the portal functions Explain to the client the advantages of using a client portal tool.

24 TIPS TO MAKE A CLIENT PORTAL MORE USEFUL IN EVERYDAY LEGAL PRACTICE Staff should receive training on the client portal.

25 TIPS TO MAKE A CLIENT PORTAL MORE USEFUL IN EVERYDAY LEGAL PRACTICE Customize (brand) your client portal

26 TIPS TO MAKE A CLIENT PORTAL SOLUTION MORE USEFUL IN EVERYDAY LEGAL PRACTICE Direct the clients to first contact the portal provider when issues arise. Advantageous if portal provider has training designed for the client

27 TIPS TO MAKE A CLIENT PORTAL SOLUTION MORE USEFUL IN EVERYDAY LEGAL PRACTICE If clients are not using the portal, try to find the reason and respond accordingly.

28 TIPS TO MAKE A CLIENT PORTAL MORE USEFUL IN EVERYDAY LEGAL PRACTICE If clients are not using the portal, try to find the reason and respond accordingly. Sam Glover

29 CLIENT PORTAL WITH CITRIX SHAREFILE

30 CLIENT PORTAL WITH CITRIX SHAREFILE & OUTLOOK ADD-IN

31 CLIENT PORTAL CLIO CONNECT

32 CLIENT PORTAL CLIO CONNECT n-us/articles/ Video-Clio-Connect-fromthe-Client-s-Perspective

33 CLIENT PORTAL - MYCASE

34 CLIENT PORTAL PRACTICEPANTHER ent-portal-for-clients

35 CLIENT PORTAL - COSMOLEX Attorney Perspective

36 CLIENT PORTAL - COSMOLEX Attorney Perspective

37 CLIENT PORTAL - COSMOLEX Client Perspective

38 CLIENT PORTAL ZOLA SUITE

39 CLIENT PORTAL ZOLA SUITE

40 CLIENT PORTAL ROCKET MATTER

41 CLIENT PORTAL FIRM CENTRAL

42 CLIENT PORTAL FIRM CENTRAL

43 CLIENT PORTAL FIRM CENTRAL

44 CONCLUSIONS Communicating with your clients is essential and is not a secure means of communicating. Select a client portal that meets the goals of your practice and the needs of your clients. DIY (Do It Yourself) client portal solutions may not be the best option. Once you have selected a client portal make sure you and all support staff are familiar with the portal operations. Be able to explain how the mobility features of the portal will make it easier and more secure to communicate with you.

45 CONCLUSIONS Easier communication will allow you to meet client expectations and increase the likelihood that clients will return when they have additional legal service needs. Your time is valuable. Use the portal to maximize your time providing quality legal services. The portal provider s support function should be the first contact for clients who are having difficulty accessing the portal.

46 CONCLUSIONS

47 YOU play the most important part in keeping TECHSHOW exciting. Please complete the Speaker evaluation before you leave. Reserve the dates! TECHSHOW 2019: February 27 March 2, 2019

Using Client Portals for Effective Collaboration

Using Client Portals for Effective Collaboration WRITTEN BY: Jim Calloway & Brooke Moore PRESENTERS: Jim Calloway:@JimCalloway Brooke Moore:@VirtualLawGirl Table of Contents I. ONLINE COLLABORATION II.