Creative Uses of Technology
in Legal Services
National Technology Assistance Project
www.lsntap.org
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 Center
http://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 Interview
https://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 Ricaurte
Pro Se Coordinator
Iowa Legal Aid
ericaurte@iowalaw.org
Pat McClintock
Deputy Director
Iowa Legal Aid
pmcclintock@iowalaw.org
Liz Keith
Pro Bono Net
lkeith@probono.net
Kate Bladow
Pro Bono Net
kbladow@probono.net
www.a2jauthor.org
Next: HotDocs Integration
Quick 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 Services
Document 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
NPADO Projects (continued)
The Access to
Justice (A2J) Author
is a software tool
that allows nontechnical 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
A Look at Integration in Ohio:
Microsoft Word and CMS
Fast and Easy HotDocs
HotDocs launches from the tool bar in any Word document by
clicking on the BIG RED “D”…
Fast and Easy HotDocs (continued)
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.
Fast and Easy HotDocs (continued)
Variable info is entered in user-friendly dialog boxes…
Fast and Easy HotDocs (continued)
Staff attorney info is automatically stored
Fast and Easy HotDocs (continued)
One click sends the completed document to Microsoft Word…
Fast and Easy HotDocs (continued)
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…
Integration of Case Management
with HotDocs (continued)
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.
Integration of Case Management
with HotDocs (continued)
Step 3: Pika opens
HotDocs on the user’s
computer and
downloads the Pikacreated answer file to
the user’s computer.
Integration of Case Management
with HotDocs (continued)
Step 4: Welcome
Template opens in
HotDocs (desktop
version only at this
time, with plans to
integrate NPADO in the
future).
Integration of Case Management
with HotDocs (continued)
Step 5: User chooses to
run the Ohio DR
“Client Interview”
template, or, go to the
HotDocs library.
Integration of Case Management
with HotDocs (continued)
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.
Integration of Case Management
with HotDocs (continued)
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.
Integration of Case Management
with HotDocs (continued)
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.
Integration of Case Management
with HotDocs (continued)
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.
Integration of Case Management
with HotDocs (continued)
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!
Thank you!
Questions?
Together, we do the community justice.
Next: Smart Websites
Quick 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: jsmith@illinoislegalaid.org; password is probono
IllinoisLegalAdvocate.org
Home Page
– 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
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, Webcast
Quick 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 reshooting 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
gdaniels@illnoislegalaid.org
Where is this information?
www.lsntap.org
Direct link: http://www.lsntap.org/node/1775
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