The 2019 Innovations in Technology Conference will be held at the JW Marriott New Orleans, 614 Canal Street, New Orleans, LA. All attendees must register using the conference registration website
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Wednesday, January 9 • 1:45pm - 3:00pm
18 Ways Courts Should Use Technology to Better Serve Their Customers

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This session will highlight a new report from the Institute for the Advancement of the American Legal System (IAALS) entitled “18 Ways That Courts Should Use Technology to Better Serve Their Customers” that provides a path to help courts use existing technologies to improve the user experience, particularly for people who choose to represent themselves. Most of the 18 Ways are directly relevant to the needs of legal aid clients and the general approach is essential for successful access to justice initiatives. The report presents evidence that court users do not feel that they receive good customer service today and that they expect the courts to provide it – using technology. It enumerates 17 customer-serving functions that current technology can provide. The 18th recommendation is for courts to adopt the "component-based model" of the Next Generation functional standards proposed by the COSCA/NACM Joint Technology Committee – to enable their easy integration into existing court case management systems.

avatar for John M. Greacen

John M. Greacen

Principal, Greacen Associates LLC
Currently a principal of Greacen Associates, LLC, Mr. Greacen wrote the seminal article on the difference between legal information and legal advice for court staff in 1995 and continues to publish regularly on the topic. He was editor of the California Benchbook on Self-Represented... Read More →
avatar for Ed Marks

Ed Marks

Statewide Pro Bono Manager, Legal Aid Services of Oregon
Ed Marks is Executive Director of New Mexico Legal Aid. Ed has been involved in TIG projects and other national legal aid technology initiatives for nearly 20 years. Ed was previously Deputy Director for Advocacy at Legal Aid of Western Ohio in Toledo, where he also founded Legal... Read More →

Wednesday January 9, 2019 1:45pm - 3:00pm CST
Bacchus 8th Floor