Creative Uses of Technology in Legal Services National Technology Assistance Project .

Creative Uses of Technology in Legal Services

National Technology Assistance Projectwww.lsntap.org

mailto:[email protected]

Overview of Session & Panel

• Iowa’s Remote Intake Project: Eve Ricaurte

• Ohio’s Integration of HotDocs with Case Management and Word: Cynthia Vaughn

• Illinois’ Smart Websites: Gwen Daniels

• Illinois’ Video and Webcast: Gwen Daniels

What We’ll Learn

• What each project is

• Why it was created…what problem it was intended to solve?

• Lessons learned and comments

• Technology or delivery system implications

Quick Poll: How Many Have….

Use the Quick Poll feature to indicate …

1. Heard about Iowa’s Remote Intake Project?

2. Know what A2J is?

3. Begun discussion or planning for your own remote intake project?

Iowa’s Remote Intake Project

Eve Ricaurte

Pro Se Coordinator, Iowa Legal Aid

Iowa Legal Aid’s Remote Intake Project

• A pilot project funded by an LSC Technology (TIG) grant

• The Remote Intake project started as part of major technology upgrade including addition of the LawHelp website and formation of a unified intake system.

• The idea was to help ease the load of the intake hotline.

Goals of the Project

• To direct people to Iowa Legal Aid’s online resources for answers to questions where only information is needed

• To divert those with problems not handled by Iowa Legal Aid to other sources of help

• To allow potential clients to complete an application online from remote sites

Iowa Legal Aid Self Help Centerhttp://www.iowalegalaid.org/intake/

• This is a password protected program page on Iowa’s LawHelp website

• First a video shows users how to navigate the website to find information

• The design encourages the user to first look at information on the LawHelp site

• The second video explains the online intake process and at the end of that video the user arrives at the intake interview


A2J Interviewhttps://npado.org/A2JViewer/ilaintake.html

• A new use for A2J, no documents involved

• Questions take the user through types of cases and eligibility issues that would not result in intake if at a legal aid office on the phone

• Those who cannot be served are directed to other agency websites

• Help with the interview is offered through the LiveHelp chat feature


• Income eligibility is determined before personal information is gathered

• If the person does not have a the type of case Iowa Legal Aid can accept, or does not financially qualify, none of the information is saved

• If the applicant completes the application it is sent to the case management system, Pika

• It will reside in a separate database until conflicts are cleared

Issues & Lessons Learned

• The biggest hurdle has been the programming of the A2J variables to work with the Pika case management system

• A2J output is designed for HotDocs and is not in LS-XML format

• Once all issues are resolved, the interview will be available for other programs

• LiveHelp is available now

Questions?

Eve RicaurtePro Se CoordinatorIowa Legal [email protected]

Liz KeithPro Bono [email protected]

www.a2jauthor.org

Pat McClintock

Deputy Director

Iowa Legal Aid

[email protected]

Kate Bladow

Pro Bono Net

[email protected]

http://www.a2jauthor.org/


http://www.lsntap.org/

http://www.lsntap.org/node/1775

Next: HotDocs IntegrationQuick Poll: How many…

• Have heard of HotDocs?• …of NPADO?• Are developing HotDocs forms using

NPADO?• How many of you are considering

integrating HotDocs into your Case Management Systems and Word Processing Systems?

Tools for Volunteers & Assisted Pro Se

Advocates Using Document Assembly Cynthia Vaughn, Ohio Legal Assistance

Foundation

In this section..

• Quickly review HotDocs and NPADO

• A Look at Integration of HotDocs in Ohio:– Word Processing for Advocates– Pika Case Management System

• Lessons Learned

What is Document Assembly?

• Automated production of standard documents by filling in variable information into fields

• Uses bridging logic to create dialog flow• One answer can fill in multiple fields saving

time and keystrokes• Allows you to save answers to use again for

current and future documents

Used By Advocates, Volunteers & Assisted Pro Se Clients

• LSC’s Technology Initiative Grant program was funded by Congress to concentrate on pro se assistance and improve access to justice

• HotDocs grants so far have been to do pro se forms and in some cases (Ohio), for use by advocates

National Legal ServicesDocument Assembly Server

(HotDocs)

• Donation of HotDocs Online Server and software by LexisNexis (a.k.a. NPADO)

• Project of Ohio State Legal Services Association which was funded by TIG

• Free for use by any non-profit legal service program

NPADO Projects

HotDocs Document Assembly Templates

Create Word (or WordPerfect) Documents

NPADO Projects (continued)Pro Se Templates in Use:Montana’s Dissolution & Parenting Plan

http://www.gotomeeting.com/

The Access to Justice (A2J) Author is a software tool that allows non-technical authors from the courts, clerk’s offices, legal service programs and website editors to build customer friendly interfaces to HotDocs document assembly templates.

A2J Interface

https://npado.org/template_info?template_id=template.2005-12-14.3196765823

NPADO Projects (continued)

http://www.iowalegalaid.org/intake/

https://npado.org/A2JViewer/ilaintake.html

A Look at Integration in Ohio:Microsoft Word and CMS

Fast and Easy HotDocsHotDocs launches from the tool bar in any Word document by clicking on the BIG RED “D”…

The library of available templates (by county) are opened for the user. The user can select the template they want to complete by highlighting it and clicking “assemble” (or by double-clicking on the template).

Fast and Easy HotDocs (continued)

The user then creates an “answer file” for each client. The answer file saves answers to each respective question of the dialog, going page-by-page until the template is complete. The answer file is saved using a standardized format such as lastname_firstname_Case Number

Note: Each document template is modifiable to conform to local court rules.


Variable info is entered in user-friendly dialog boxes…


Staff attorney info is automatically stored


One click sends the completed document to Microsoft Word…


The finished document can be edited and printed as with any Word document!


Results of Using HotDocs!

• Average staff time to produce family law documents dropped by 36% two months after installation

• Number of separate drafting sessions per case to produce family law documents dropped from as many as 5 down to 1 per case

But Wait…There’s More!

Integration of Case Management with HotDocs

• We have developed the capability for advocates to seamlessly initiate the use of HotDocs from within Pika Case Management Software

Integration of Case Management with HotDocs (continued)

This simple process saves time and keystrokes for the advocate…

Step 1: User initiates a case or matter in Pika.

Step 2: User clicks on the “Open Ohio DR Templates” button from the Document Assembly page in Pika.


Step 3: Pika opens HotDocs on the user’s computer and downloads the Pika-created answer file to the user’s computer.


Step 4: Welcome Template opens in HotDocs (desktop version only at this time, with plans to integrate NPADO in the future).


Step 5: User chooses to run the Ohio DR “Client Interview” template, or, go to the HotDocs library.


Step 6A: User selects the Ohio DR “Client Interview” template.

If the user selected the Ohio DR “Client Interview” template, when the user clicks “Finish”, the “Client Interview” will open in HotDocs and the Pika created answer file, with the data from Pika saved in it, will be loaded with the template.


NOTE: After completing the Client Interview, users will be prompted to save the open answer file. You need to either select "Save" or "Save As" to ensure that the Pika data and any new data entered in the Client Interview is saved.

Step 6B: User selects “Go To HotDocs Library”.

If the user selected “Go To HotDocs Library”, when the user clicks “Finish”, the user is returned to the open HotDocs library. Before continuing, the user will be prompted to save the answer file to ensure that the Pika data is saved for future use.



The user selects the Pika created answer file from the drop-down menu. The answer files should be listed in order from when created – most recent on top.


After selecting the appropriate answer file, the use will click "Ok" and the selected template(s) will open. The Pika data will display in interview screen fields.


Step 7:

Continue use of HotDocs – opening/assembling templates, opening/saving answer files, and generating and reviewing Word processing documents.

And that’s really all there is to it

Lessons Learned from Ohio

Human Nature

• Resistance to change is a bigger problem than the technology.

• Fear creates resistance even when a “new” change can make life easier– Examples:

A Less Than Effective Approach

• “HotDocs is what we’re using now and you have to start using it in your work.”

• The hit them over the head approach doesn’t work due to normal resistance to change.

HotDocs Training and Lessons Learned About Change

• People who have been trained to use HotDocs and Ohio DR Templates have stated that barriers to using the tool include, “having to learn something new in the middle of an already stressful day” and changing the way “they have always done it”.

• There is already a process in place that works for them and has for twenty years.

• If forms are NOT EXACTLY like what they’ve done, they use it as an excuse not to use the software.

HotDocs as a Disruption

• Though HotDocs users understand that document assembly software can make life easier, some have resisted using it because it takes them out of their comfort zone.

• So the use of an analogy can help…the infomercial “pitch” approach.

Our Pitch“What if I told you that

HotDocs can help you create your legal documentation,

…in less time,

…when YOU want to,

…with LESS stress?”

The “Tipping Point” for Change and Acceptance

• Acknowledge that the introduction of HotDocs means users are stepping out of their comfort zone in the midst of chaotic workdays.

• Acknowledging that there is a cost to taking on this initiative, but using a “practical and personal” approach (e.g., doing documentation on your time) outweighs the cost in the long run.

Start Small

Ex. When first starting out, use just one simple HotDocs form (Motion for Service) and see how that goes, but don’t try using all of the forms right away because that’s too much to bite off in the beginning.

Plan for Support to Expect Success

• Follow up with users after training and on an ongoing basis (calls to individual users, emails of support, additional training events, and promotion of new templates)

• Support with continued group contact and communication (monthly or bi-monthly Webex conference calls)

• Solicit ideas for more templates• Develop new templates in various areas because

users want templates that apply to what they work on not just what has been developed

• Expect resistance and go with it!

Questions?Questions?

Together, we do the community justice.Together, we do the community justice.

Thank you!Thank you!

Next: Smart WebsitesQuick Poll: How many…

• Have used “smart” websites like Amazon.Com that recommend books or music based on your prior clicks?

• Are considering a smart website for advocates?

Smart Websites Illinois Legal Aid Online

Gwen Daniels, Technology Director ILAO

“Smart” Websites

• Smart websites are those that take user data and automatically deliver relevant information back to the user to create a user-centric web page

• Very common in commercial websites like Amazon.com, Netflix, Google News

• Multiple ways to gather user data: automatically through clicks, through user profiles, or through user tags.

Redesign of IllinoisLegalAdvocate.Org

● Set out to create a new website that was more relevant to the individual advocate users and more resembled a commercial web portal

● Had three pieces of user data already:– Who they worked for– What practice areas they specialized in– What pieces of legal content they had visited on the

advocate web sites since the original launch in 2002

IllinoisLegalAdvocate.org Home Page

• http://www.illinioslegaladvocate.org

• Personalized features:– Recommended content looks at pieces of

contents the user has looked at and recommends similar content based on what other users looked at and on the national index problem codes

– My Program Space returns news, events, jobs, and volunteer opportunities tied to the user's organization

username: [email protected]; password is probono

https://npado.org/template_answers?template_id=template.2006-06-08.4616657138





– Recommended news returns news based on the user's selected practice areas or history from within the website's news library or from external RSS feeds and any general website news

– Alerts highlights calendar events based on the user's practice area and history

IllinoisLegalAdvocate.org Home Page

Site Calendar Highlights Recommended Events

IllinoisProBono.Org Uses Volunteer Profile to Recommend Opportunities

How It Works

● All legal content, news, and calendar items are tagged to a national index problem code

● Uses relational database to track what pieces of content a user visits

● Uses relational database and registration form to track what topics a user is interested in

● With a small amount of programming, we were able to build relationships between content and user data to return personalized results

● As users use the site, the recommendations improve

Next: Video, Wink, WebcastQuick Poll…

• Know the difference between video, webcasting, and animation (wink)?

• Have produced video, wink, or webcasting to deliver information to advocates or clients? (Write in the chat what kind of content you’ve produced?)

Using Video To Deliver Information

•Video has become a mainstream technology for delivering content on the web.•YouTube market reach in the last 15 months has gone from less than 1% to almost 10%

Advantages Of Video

• Can be a better format for individuals with low literacy

• Can demonstrate concepts that are hard to convey through text, such as how to do something

• Some users will learn better through video content than through text-only content

Disadvantages of Video

• Can be expensive and labor intensive to produce high quality scripted video

• Changes in information require re-shooting or editing out stale information

• Bandwidth costs and disk space needs are higher

Uses of Video In Legal Services

• Webcasting

• Produced Video

• Animated Video

Webcasting

What is Webcasting?

• Live webcasts allow a recorder to record a video stream using an inexpensive webcam and a web browser.

• Viewers can watch the live webcast through the same web page

• Video stream is saved on a server and available through another web page to be watched later

• An administrative tool allows us to add transcription and chapter video into multiple segments

Archived Webcast

Archive Builder

Benefits of Webcasting

• Easy to use. The webcast recorder only needs to schedule the event on the statewide website calendar, plug in a webcam and hit a record button.

• Inexpensive to use. The recorder only needs a web browser with the Flash player installed and a webcam (which costs about $80). Viewers only need a web browser with the Flash player.

• Requires no expensive video editing software. All editing is done through the Archive Builder

Where Can I Get It?

• The code has been made given to both Pro Bono Net and Kaivo.

• Contact them about when it will be available on your statewide website.

Produced Video

• Labor intensive and can be expensive to do well

• Requires video editing software to edit• Higher quality video than the webcast

system• Good for procedural-type videos where the

content is not as likely to become outdated

Illinois' Going

To Court Videos

Animated Tutorials (Winks)

• Not really video

• Combines animation and audio to highlight information on web pages or to demonstrate how to do something in a web application or computer application

• Examples: how to use this site videos, features of this website videos, how to use a specific feature video, tutorials for how to use computer applications such as Office or your case management system.

• Can be created for free using Wink (http://www.debugmode.com/wink/)




Sample tutorial

Questions?

Gwen Daniels, Technology Director

[email protected]

Where is this information?

www.lsntap.orgDirect link: http://www.lsntap.org/node/1775

Click View Module

Creative Uses of Technology in Legal Services National Technology Assistance Project .

Documents

iowa legal aid slide

intake interview slide

gwen daniels slide

legal aid office

livehelp chat feature

hotdocs forms

type of case iowa legal

pro se advocates