CALSPro - California Association of Legal Support Professionals

Knowing When To Move On From Legacy Technology

Posted October 9, 2019 in Technology

The CALSPro 51st Annual Conference wrapped up just a few days ago in Newport Beach. As always, the conference proved to be an invaluable opportunity to connect with other industry professionals, identify ways to improve our business and learn about the issues impacting our process serving and attorney service firms. 

I’d like to thank CALSPro for putting together a panel that featured us, ServeManager, and three other software providers to talk about their products and discuss how they see technology impacting the industry in the future. CALSPro has always been forward-thinking and does a great job of providing relevant, educational content.

Our conversations at the conference had a collective theme: There are a lot of attorney service and process serving firms looking toward the future, and technology is one of their biggest concerns. Recently, we’ve seen more than one software product in this industry essentially disappear, but a lot of conversations we had were with those who simply weren’t happy with their current solution. 

On the panel, one thing we all agreed upon was that “change isn’t easy”, but you’re far better off changing on your own terms versus be forced to change. 

The rest of this article will focus on that concept — knowing when it might be time to move on. 

I’ve spent some time on this topic recently — namely listening to legal technology podcasts. There are a couple episodes that I think articulate thoughts around this topic well — The Kennedy Mighell Report – “Legal Technology: Knowing when it might be time to move on” and Matters: a podcast by Clio – “Why tech competence matters”.

Your product is no longer supported

Unfortunately, we’ve seen this twice in about a year. Two software products in the attorney service industry basically no longer exist. The first was CaseManager, which just stopped working, leaving lots of process servers in a panic. Their data was gone and they had nowhere to turn.

More recently, and closer to home for CALSPro members, the owner of ProServe (a California-focused product) passed away with no apparent succession plan. Some companies like Bosco Legal Services saw the writing on the wall, and transitioned away several years ago. Others are now being forced to change. 

We’re currently helping a number of California attorney service firms formerly on ProServe transition over to our platform. 

If you’re using a software product where support is declining, or the team is a one- or two-person shop, you’ll want to inquire about their succession plans.

You have to install something (likely on an outdated OS)

It’s rare to have to install software these days. Not only does that mean you’re likely dependant upon a specific operating system, but that could also mean that you’re forced to utilize an OS that is dated and vulnerable. Updates can, and very often do, break things in installed software.

And this means that your software provider is probably spending more time on making sure that their product works with the most recent version of Windows over improving the software and adding new features. 

With a SaaS (Software as a Service, or web-based) product you always have the latest version. There are no “big bang” releases that could have bugs, or potentially have a lot of new feature updates to learn. 

With a SaaS product, updates and feature improvements are consistently deployed without you having to install those for each user and on each device in your company. 

You’re maintaining hardware

Setting aside the cost of hardware and the expense to maintain it, too much can go wrong when you’re managing your own hardware — whether it be failure of the hardware itself, natural disasters or something else. Hardware and server dependency are sure signs of dated technology. 

Your software company shouldn’t be managing their own hardware either. Services like Amazon Web Services (AWS) are too inexpensive and easy to utilize to not be part of their technology stack.

Would you rather have your software company managing hardware and maintaining servers, or building good software?

AWS is the same platform as Amazon.com, Netflix, LinkedIn, Slack and the Dow Jones among many other high profile companies. There’s no one more motivated to achieve 100% uptime and reliability. If AWS goes down for 10 minutes, it costs the company over $2 million dollars.

When you’re maintaining your own hardware, you’re also responsible for backing up that server. And backups are only useful if you can restore them in the event of an emergency. So you’re also responsible for not only routinely testing that procedure but executing that recovery while your business is potentially in chaos.

You can’t work from anywhere, or on any device

Whether you’re a small business owner who wants a flexible lifestyle, or a large firm looking to attract the best talent, being able to work from anywhere, at any time, from any device should be important to you. 

When you’re running your own business, you know that you’re “always working.” Even on vacation and on the weekends, you’re checking in to make sure that everything is running smoothly and there are no fires to put out. Web-based products afford you that flexibility. 

For those that have employees, you know that things come up. They or their family get sick. They have appointments or other obligations. These are things that shouldn’t necessarily impact your company’s productivity and keeping them from living their life. Allowing them to work remotely (to whatever degree you’re comfortable) helps you stay productive and can impact retention.

At almost any scale you should be able to run your business with a laptop and a smartphone anywhere you have an internet connection. What’s the perception a client will have if they walk into your office and there are a bunch of 10 year old desktops humming underneath desks? 

From a hardware perspective, all you should really need to be doing in 2019 is replacing laptops and phones every few years. 

You’re spending too much time outside of your case management system

If your case management software isn’t actively improving existing features and releasing new features, you’re likely spending a lot of time managing your business with other applications for some critical aspects of your workflow. 

Examples may include invoicing, processing credit card payments, mapping and routing, order intake and affidavit creation. 

Ask your provider what major updates they’re planning. The more you can keep your workflow contained to your case management software, the better. 

“Customer Portals” should not cost “extra”

One of the primary reasons we created ServeManager was because we heard from so many law firms and process servers that they were spending a ton of time on status emails and calls. 

We built ServeManager with the foundation of client communication and collaboration in mind. In 2019, this notion should not be an “add-on” or afterthought. Clients should no longer have to call for status, and you certainly should not have to pay extra for the ability to keep them updated. 

Inability to connect to a client’s software

Millenials and younger folks will or have already become the majority when it comes to decision making. They don’t know a time when the internet or cloud was not the norm in computing. Modern, cloud-based software checks all the boxes when it comes to bank-level security, data integrity and connectivity. 

Does your software have an open API? Is it connected to a platform like Zapier that allows you or your customers to build your own automations? These are questions you should be asking yourself and your software provider. 

Is your technology (and business) becoming dated gradually… then suddenly?

In summary, if you’re experiencing any of the above, ask yourself if you’ll be able to run your business efficiently and competitively with the technology you currently have two to five years from now. 

The above quote by Hemmingway, “How did you go bankrupt? Two ways. Gradually, then suddenly.” is analogous to technology and what can happen with it and your business if you’re not continually looking at ways to improve. 

We’re unfortunately seeing companies in this industry gradually, then suddenly become irrelevant because they’re not willing to embrace modern technology. Those who do so, and adapt to change will be the ones that succeed.

Got all the way to the end of this post, and still not convinced? Give a listen to this podcast. 

Have You Downloaded The CALSPro App Yet?

Posted June 26, 2019 in Technology

As a member of CALSPro you have exclusive access to our mobile app.  The mobile app has several features including Address Validation, Code Search, Witness Fee Calculator, and Process Serving Guidelines. The app was designed with the process server in mind to keep you in the know and on the go!

The Address Validation tool utilizes the United States Postal Service application interface to validate US addresses.

The Witness Fee Calculator tool has two options. It calculates one-way mileage based on State or Federal fees. It also calculates mileage between two addresses, zip codes, or partial addresses.

 The Process Serving Guidelines references CALSPro guidelines for quick on the go access.

The app is free to download. Search for CALSPro in the app store or the google play store to download the app today! What are you waiting for?

Automation for Process Servers

Posted March 20, 2019 in Technology

by Samantha Cole

What is automation?

Automation is the use of computer software and other technologies to make certain functions happen with minimal human intervention. Automation technology can vary from the machines used to build cars to automatic email responses.

The ability for automated processes to replace manual labor have often lead to fear that machines will steal the jobs of humans. Contrary to knee-jerk reactions, technology actually makes businesses run significantly smoother when used correctly. Automation allows for less time working on tedious tasks and more time focusing on other aspects of the business.  

How can process servers use automation?

In order to succeed, process servers have to run their business effectively. This means the majority of a server’s energy is dedicated to tasks that keep a business healthy which are often time-consuming and menial. These tasks could include answering and responding to phone calls, data entry, billing, posting on social media, and asking for reviews. With the right applications and software, all of these tasks can be automated, freeing the process server up to spend more time in the field.

The Tools You Need

While using technology in this way may sound futuristic, it’s actually completely attainable and reasonable to set up automation systems within your business. Set aside some time to familiarize yourself with these tools that will help you get started:

Ruby Receptionists

For a lot of process servers, answering phone calls can be extremely time-consuming. Using a virtual receptionist company like Ruby Receptionists saves you from having to wade through unnecessary phone calls to get to the ones that matter. Ruby uses real-life receptionists that interact with your customers and technology that allows them to answer calls with your company’s information.

Zapier

Between interacting with clients, scheduling jobs, and marketing, you move between a lot of web applications as a business owner. Zapier integrates these different web apps so they interact, passing information and creating workflows. Whether it’s automating your online review requests or publishing a Tweet when you post on your blog, Zapier can save you time by simplifying your processes.

Stripe

Making the payment process simple and easy is beneficial for both you and your customers. Using Stripe allows you to build a scalable online billing platform that is secure and efficient. You can use the app and its integration capabilities to accept payments, manage revenue, and maintain your business online.

ServeManager

Built specifically for process servers, ServeManager provides the perfect tools to help you save time and energy while in the field and managing serves. Its online platform allows servers to easily collaborate with clients and contractors by sharing notes, affidavits, and updates from the road. It also enables you to invoice clients through the software, log your GPS coordinates and photos from the field, and print and share affidavits easily.

Zoom

Whether you’re meeting with employees or potential clients, having a reliable video conferencing system in place can save you time in avoiding the hassle usually associated with video meetings. In addition, Zoom also offers options for video webinars, recording meetings, collaboration-enabled conference rooms, and a phone system.

Formstack

There are a variety of ways you could use forms to collect data or reviews for your process serving business. Formstack allows you to create functional and clean forms without coding knowledge. It can also connect your online forms to other apps and safely collect your data so you can make informed business decisions.

Fiverr

You may be a one-man business, but that doesn’t mean you can (or should) do everything yourself. Whether it’s finding writers, designers, or digital marketers, Fiverr connects you with professional freelance services. Search on the largest freelance services marketplace for everything you could ever need to outsource to someone else.

A Worthy Cause

Many experience the initial growing pains of investing in and learning how to use new technology. Despite reservations and setup time, the payout is worth it in the long run. Ultimately, you will spend less time on the brain-numbing, repetitive tasks and more time focusing on your clients and their needs. Being a process server is about fulfilling due process as this is an essential role in the legal system. Getting pesky busy work out of the way enables you to dedicate your energy to the most important part of your job, which is successfully serving papers.  

For more tips and tools for automating your process serving business, check out the ServeNowEDU Webinar, Introducing Automation Domination: Streamline Your Business.

Top 10 Myths About eFiling And eService: Part 2

Posted October 25, 2018 in Technology

If you enjoyed Part 1 of the Top 10 Myths about eFiling and eService, you can continue reading as Lindsey Dean of One Legal provides us with more myths in Part 2.

Let’s dive into five more myths about eFiling and eService, and how you can optimize both in the filing practices at your law firm.

Myth #6 Documents are harder to read on the screen

Everyone has their own preferences, and it may be true that for some people reading on a computer or tablet screen may cause more eye strain. However, screen reading has its share of advantages, too.

It’s easier to search digitally for keywords and phrases, navigating the document thematically. And on a digital document it’s possible to zoom in to see the text. Plus, a digital case management system like the ones used by the courts significantly improve the organization of documents, where ‘pulling files’ is a few clicks away.

Many judges nowadays are tech-savvy, and some prefer to use technology over paper. They can view files from a computer or iPad or iPhone. With digital documents, judges can collaborate with their peers, share information with their clerks, and add comments or questions. So, while everyone still has their own preferences, digital documents are not inherently harder to read on the screen.

Myth #7 Even if eFiling is mandatory, it’s fine to serve documents via traditional methods

When a state has mandated electronic court filing for the submission of legal documents, it generally also becomes a requirement to electronically serve (subsequent) documents, as well.

See Rules 11(c) and 131(d)(1),(2) in Illinois and Rule 2.251 in California, for example.

So, while case initiation documents are always served by personal service of process (or sub-service), most other documents filed in an eFiling court must be electronically served. As with most practices in the legal world, there are exceptions. Documents such as Writs, Orders to Show Cause, Temporary Restraining Orders, and Orders for Examination must be served by other than electronic service.

Myth #8 Clerks don’t look at the documents

As anyone who’s ever gotten a rejected eFiling will tell you, court clerks do review every single document. While many steps of the eFiling process are automated, there is a human looking carefully at your documents once they reach the courts.

The court clerks are checking to see if the document is formatted correctly, not just because it looks nicer, but because the specific formatting better enables the judge and court officials to absorb the information. Not to mention it’s required by state courts like California and Illinois. Clerks are reviewing the case to make sure that the filing does indeed belong with the indicated case, and to ensure that all prerequisite documents have been filed.

Some of the things they check include:

• documents are bookmarked
• the text is searchable
• all party and attorney information is correct
• metadata has been removed
• confidential information has been redacted
• documents are signed properly
• …and more

One thing to note is that in some instances, clerks do tend to skim through areas they don’t feel are critical, sometimes even the “Messages to the Clerk” notes. This is due to habits formed in the days when attorneys would attach formal letters to filings requesting that the clerk, in fact, file it. Clerks tended to ignore these as not important.

To help keep comments to the clerk strictly relevant, refrain from posting comments like “Please file” or “Thank you.” It’s nice, but unnecessary, and confirms to clerks that they don’t need to pay attention.

Myth #9 The clerks will “fill in the blanks” on your filing for information that pertains to the court

Clerks never have the authority to change anything about your filing. In the days of paper filing, the court runner or filer could make certain minor changes at the window. But in the eFiling world, this just isn’t possible.

In some rare circumstances, the eFiling clerk may call a filer to ask a question or correct a minor error (like the wrong year written down, especially near the beginning of the new year) but it’s not a common or best practice.

And you don’t really want the clerk making changes to your legal documents. For the sake of your case and your clients, no one else should be making changes outside your firm.

Myth #10 eFiling isn’t secure

In some ways, eFiling is more secure than traditional paper filing, as processes used to enhance digital documents for filing are more reliable. Redaction vis Adobe Acrobat is more permanent and protective than redacting tape or a Sharpie, for instance, and PDFs cannot be edited without leaving a digital footprint.

There you have it! The final five of the top 10 myths we hear spread about eFiling and eService.

Top 10 Myths About eFiling And eService: Part 1

Posted October 23, 2018 in Technology

With the Los Angeles County Superior Court ready to throw its hat into the eFiling ring next month, we felt now would be prime time to provide eFiling and eService information to the masses.  An article recently published by Lindsey Dean of One Legal reviews the Top 10 myths that surround eFiling and eService.

When a court first adopts electronic filing, the significant process changes involved naturally generate some confusion. Misunderstandings can persist long after launch about how—and even whether—the new system is working to make the legal process more efficient. This can encourage popular myths that lead to misguided decisions, or even unnecessary work.

Understanding the truth about the process can help clarify how eFiling affects your firm, and improve the way you submit documents to the court.

Let’s demystify these frequent misconceptions about eFiling:

Myth #1 The EFSPs are making me eFile, not the court

If only we had that kind of power! We would definitely use it for good. But only the court has the power to choose how it will permit documents to be filed.

In states like Indiana and Illinois, the state Supreme Court determined that the entire state would begin eFiling on one common platform, rather than their previous approach of letting every county build its own eFiling system.

These state court systems selected one electronic filing manager (EFM) to handle incoming filings and allowed filers to pick their preferred electronic filing service provider (EFSP) to connect to the EFM. These EFSPs offer their own support and capabilities according to the needs of the firm.

California is, primarily, an open system, in which every county chooses one or more EFMs through which to facilitate eFiling. The courts then allow certified EFSPs to offer premium eFiling services to professional filers.

Myth #2 Conformed copies are sent back instantly

Just like in the paper world, there are sometimes piles (or queues in the eFiling world) that a clerk must go through to get to your filing. So even though your filing arrives almost instantly at the court, it will appear in a queue along with all the other filings, and still must wait for the clerk to review.

Courts prioritize responsive pleadings, filings with statutes, and so on, which means that filed-endorsed copies of less important documents (e.g. Proofs of Service) can take longer to get returned to you. Documents that normally take longer to review, such as defaults, will also take more time to be returned.

While courts haven’t set clear expectations for when they try to return documents, you can typically expect to receive them in 1-2 court days. Again, this varies by the court and by document type.

Myth #3 Judges still print out documents anyway

While we can’t speak for every single judge in every single county, there has been an industry-wide push to print out fewer documents. And the case management system (CMS) within the courthouse is developed to support that goal.

Many judges look at documents on their computers, even reviewing and commenting on the digital pages. And all the details that are required of eFilers further benefit the judges who look at the digital documents. Optical character recognition (OCR) enables them to search and find certain phrases and words; electronically bookmarked exhibits improve navigation within the document.

Whether or not courts require a courtesy copy usually depends on the court’s preference, separate from the eFiling process. Sometimes new eFiling courts initiate a courtesy copy delivery requirement after eFiling goes live, but other times requests scale back as courts become more accustomed to handling digital filings.

As always, check your local rules!

Myth #4 You must use the EFM to eFile with the court—it’s required

When a court requires eFiling, they will clearly lay out which EFSPs have been certified to file with the court. Each of these EFSPs will, in turn, use the established EFM to connect to the court. In many cases, the EFM will also act as an EFSP, adding another option filers can choose.

The key thing to keep in mind is that you are still able to choose which portal you use to eFile, from the court certified options. And EFSPs typically put a lot more effort into intuitive workflows, while also offering additional features like disbursement of fees, simplified billing, and more.

Check your court’s website to see which EFSPs are certified to file in your state or county.

Myth #5 The EFSP is the one to reject your document

The EFSP delivers your documents straight to the court, securely and quickly. However, the court clerk is the only one with the authority to accept or reject the documents. The EFSP will notify you immediately once the rejection has been sent. The EFSP will automatically pull any details provided by the clerk about why it was not accepted, including their recommendations to fix it.

It’s easy to see why eFiling can get confusing. When the storied past of the legal industry merges with the burgeoning era of technology, there is bound to be some misunderstanding. Review your local court rules for accuracy.

Watch for Part 2.

CALSPro, Welcome To The App Store!

Posted September 27, 2018 in Technology

By Jay Roll

On behalf of the Technology Committee and the CAMS team, it is our great pleasure to announce that the CALSPro Members only app is live and available for both iOS and Android phones! The mobile app has several features including Address Validation, Code Search, Witness Fee Calculator, and Process Serving Guidelines.

         

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The app is free to download. Search for CALSPro in the app store or the google play store to download the app today!

 

Rising Tides – Surf’s Up, Internet Is Down

Posted July 24, 2018 in Technology

By Jay Roll

I surf every day. I am sure most of you do too. We are all internet surfers. I find myself to be quite dependent on the internet. I electronically file documents using the internet. I transfer data to clients through a Cloud-based program. I email information between friends and colleagues using the internet.  I also surf the web for fun or for information. Surfing on the ocean and surfing on the web are entirely two different things, however. In a recent article written by Jake Rossen, we find that rising sea levels are a problem for the internet.

If you get irrationally angry whenever your internet service provider allows a temporary drop in connectivity, you should probably develop some better coping skills. In the not-too-distant future, millions of users may be experiencing longer outages, thanks to rising sea levels.

In research prepared by the University of Wisconsin and recently presented at an academic conference in Montreal, scientists warned that climate change may soon have a radical impact on the way we’re able to obtain internet access, as Popular Science reports. Fiber-optic cables that allow for the transfer of data are buried underground and adjacent to coastlines—where sea levels are likely to rise in the coming years, saturating the cables and causing damage.

While some cables are run underwater and are housed in sheaths to prevent water from entering, cables buried underground were not intended to experience prolonged submersion. These affected cables—which measure more than 4000 miles in total length—will most likely become inoperable due to their exposure to damaging saltwater, corroding and losing the ability to transmit signals. The points where underwater cables connect to surface lines will also be vulnerable. Miami, New York, and Seattle are among the areas where connectivity could be most impacted.

Paul Barford, Ph.D., a computer scientist and the lead author on the paper, told Popular Science that this service interruption is likely to become a growing problem within the next 15 years. He cautioned that communications companies should begin implementing protective measures and solutions soon if they want to avoid major interruptions in the near future.

The New CALSPro Mobile App Is Here!

Posted March 13, 2018 in Technology

The web based “mobile friendly” version is now available to all members of CALSPro.  Go to https://app.calspro.org to log in and use the app.  If you don’t have your login and password you can request one on the login page.

Continue reading below for more information about the features and benefits of this new resource. The Android and IOS versions of the App are scheduled to be released soon!

The new CALSPro App is a valuable digital tool you can add to your process serving arsenal!

 

Need help locating an address while in the field? Try using the Address Validation Tool!

This feature utilizes the USPS Address Validation API. It queries the USPS system directly to validate an address entered.

 

 

 

 

Can’t quite remember what that important Process Serving code says? Use the Code Search Tool!

This feature allows you to search codes with keywords and/or filter by category.

 

 

 

 

Having trouble calculating the ever-changing subpoena witness fees? Use the easy and user-friendly Witness Fee Calculator!

This feature calculates a witness fee based on State or Federal Fee and One-way Mileage. No more calling the client! Make yourself look good.

The CALSPro App is now released with the three awesome features mentioned above but still with more exciting tools and improvements yet to come!

We will keep you posted with enhancements as they are rolled out this year and in the future!

Feel free to send us your feedback, comments and suggestions!

We Are Excited To Announce The Upcoming Release Of The CALSPro App

Posted January 25, 2018 in Technology

By Jay Roll

The web based “Mobile Friendly” version of the App is slated for release in February. The Full App is slated for release in May or June of 2018. We are excited to offer this new technology to CALSPro members.

The App will be a valuable tool you can add to your process serving arsenal.

Need help locating an address? Try using the Address Validation Tool

This feature utilizes the USPS Address Validation API. It queries the USPS system directly to validate an address entered.

Can’t quite remember what the code says? Use the Code Search Tool

This feature allows you to search codes with keywords and/or filter by category.

Having trouble calculating the ever-changing witness fees? Use the Witness Fee Calculator

This feature calculates a witness fee based on State or Federal Fee and One-way Mileage.

The App will be released with the three features mentioned with more improvements to come! We will keep you posted with enhancements as they are rolled out.

We would like to thank the team at California Advocates Management Services for their hard work and dedication to this project. Their expertise and insight has been invaluable, and without them, the App simply would not exist!

Thank you CAMS!

The CALSPro App Is Underway

Posted October 3, 2017 in Technology

CALSPro is working hard to create an app that will be invaluable to legal professionals in the field. Of course, with any app development, there are many phases. According to our tech team, we are at least a few months away after all of the necessary testing but we are excited to offer this new technology to CALSPro members.

If you would be interested in being involved with the BETA testing, watch for notifications on that.

Features Currently Included In Web Version:

Address Verification: This feature utilizes the USPS Address Verification API. It queries the USPS system directly to verify an address entered.

Code Search: This feature allows you to search codes with keywords and/or filter by category.

Witness Fee Calculator: This feature calculates a witness fee based on State or Federal Fee and One-way Mileage.

Planned & Possible Features for both Web & Native Apps:

Enhance Witness Fee Calculator:
Auto Calculate Mileage based on:
a. Zip Code to Zip Code estimation
b. Address to Address
c. Address from current location – using onboard GPS

Enhance Code Search with Process Server Guidelines and possibly more codes/keywords

Enhance Address Verification with:
a. Ability to save verified addresses with a custom title
b. Add ability to use a verified address with Witness Fee Calculator

Address Database: The ability to save addresses and use them in the features that require addresses

Mileage Tracker: Possibly GPS driven where they could start and stop mileage tracking on the go and an address to address mileage lookup.

Membership Badge: To show or print

Link Library: A default set of links that Process Servers might use often and the ability to manage their own additions.

Job Postings: Requests for quotes much like we do now on the website with “Find Legal Support Professionals” but Member to Member.

Notes: The ability to take notes and save them within the app as well as utilizing the onboard camera to take and save geo-tagged images associated with the note.