Developing Online Tools to Assist SRLs The FAQ

Developing Online Tools to Assist SRLs: The FAQ Approach William T. Tanner Legal Aid Society of Orange County btanner@legal-aid. com Creating Fact Sheets-SRL Conference June 2011

Why create a fact sheet • 30, 000 Callers Small Claims – 90% access to internet while on phone. • 10, 000 Callers LRS – 6, 000 referrals – 4, 000 refer somewhere else • 4, 000 Walk-ins Creating Fact Sheets-SRL Conference June 2011 2

How to decide which fact sheet to create • Small Claims experience – Intake screen for first week • 500 calls type out the question • Review and organize Creating Fact Sheets-SRL Conference June 2011 3

Collect Data Screen • Start and stop timer • Courthouse to file in • What was the question? – Required the person to type question • Was the question answered? – If no then box opens for name and number. Creating Fact Sheets-SRL Conference June 2011 4

Results • Sorted the questions – Vast majority fell with 19 general categories • • • How to delay/continue/postpone a case How much does it cost? Where do I file? What do I do if I am sued? What is the statute of limitations for a small claims case? … Creating Fact Sheets-SRL Conference June 2011 5

Uses- Answer Common Questions • Train staff – Quality Control – If they parrot…not legal advice • Fax to caller • Email to caller • Web Creating Fact Sheets-SRL Conference June 2011 6

Uses- Interesting Questions • Suing over a toll booth ticket • Towed vehicle – Student’s vehicle towed • Her task • Then turned over to a law student Creating Fact Sheets-SRL Conference June 2011 7

Success of Fact Sheets • Local Forms – Application and Order to Serve the Secretary of State (borrowed from San Diego) – Application and Order to Serve by Posting • Webpage numbers Creating Fact Sheets-SRL Conference June 2011 8

Success of Fact Sheets Creating Fact Sheets-SRL Conference June 2011 9

Creating Fact Sheets-SRL Conference June 2011 10

Creating Fact Sheets-SRL Conference June 2011 11

Creating Fact Sheets-SRL Conference June 2011 12

Website Statistics Creating Fact Sheets-SRL Conference June 2011 13

Focus Groups • >80% start on the web to find answer • And then want a person – Chat, telephone, in-person Creating Fact Sheets-SRL Conference June 2011 14

Who Creates? • Model fact sheet • Loyola Law Students • 12 Interns – Each had to create a fact sheet – Peer review • Two other students had to review • Expert Creating Fact Sheets-SRL Conference June 2011 15

Bundling Fact Sheets • Lead to a collecting judgments manual • Small Claims Ultimate Guide Creating Fact Sheets-SRL Conference June 2011 16

Low Literacy • Transcend • DCA – Legal Guides – Still want codes • Attorney review • Easy to research & update Creating Fact Sheets-SRL Conference June 2011 17

Fact Sheets Become Cheat Sheets • Attorneys use them in clinics Creating Fact Sheets-SRL Conference June 2011 18

Questions Creating Fact Sheets-SRL Conference June 2011 19