Advisories & Insights

Science and technology multiply around us. To an increasing extent they dictate the language in which we speak and think. Either we use those languages, or we remain mute. – J.G. Ballard

Technology makes the world a new place. – Shoshana Zuboff

In the last 20 years, business – particularly the practice of law – has been changed dramatically by technological advances. When I began law school in 1985, personal computers were rare, mobile phones a luxury of the elite, and most written communication depended on the United States Postal Service. Today, I have a computer on my desk, one on my hip, and several in my home. While some might argue that these "improvements" complicate our lives and increase stress, there can be little doubt that those changes also result in improved services for our clients and customers. Several tools, in particular, have increased client access, decreased response time for providing the services they need, and allowed more efficient use of client resources.

At the top of my list for such improvements is the Personal Digital Assistant, or PDA, which has evolved into an essential tool for communication. PDAs now provide a wireless calendar, wireless e-mail, internet access, entertainment and a host of other functions. I began using a Blackberry, built by Research In Motion, in July 2001. In 2003, I upgraded to a Blackberry that also serves as a digital telephone. While perhaps a little larger than other mobile phones, it makes up for its size with the convenience of carrying only a single electronic device at my hip.

The Blackberry includes a full keyboard for use in drafting correspondence, e-mails, or calendar entries. While it will synchronize and charge in its cradle connected to the computer, it is the Blackberry's wireless capability that really improves client service. I provide my Blackberry telephone number to clients so they can contact me when necessary. They also know that I can read and respond immediately to their e-mails under circumstances where a telephone conversation might not be possible, such as in court, or prudent, such as in public. According to the LawNet 2004 Technology Survey, approximately 52 percent of respondents use Blackberries in their law firms. In fact, the business use of Blackberries by some people has become so prevalent that they have been nicknamed "Crackberries" due to their almost addictive level of use.

Video-conferencing also reduces client expenses. Rather than flying to Florida for the deposition of several witnesses, requiring travel costs and time for several attorneys over at least two days, the same depositions were completed in a single day, saving the client thousands of dollars. An international client recently was elated to learn that one of my partners could attend a board meeting via videoconference rather than incurring the expense of traveling to Europe to personally attend the meeting. Even internal meetings within my law firm have become more effective by replacing telephone conferences with video conferences. Because of increasing bandwidth and improving technology, video-conferencing equipment is now much more affordable and within the grasp of many businesses.

With increased internet bandwidth and faster computers, the availability and quality of remote access has also improved dramatically. Using Terminal Server and a broadband connection, I can now access my law firm network from home with nearly the same access and response as if I was in the office. During the winter storm of January 2004, I was able to continue working for clients from home with little interruption, resulting in less downtime and improved customer service. By adding a secure wireless network to my home, I was even able to work from my laptop at the kitchen table while watching the snowflakes fall outside. Whether you want to ensure emergency remote access, or to promote morale by allowing employees to "telecommute," a number of products are now available that provide secure access from anywhere there is an internet connection.

Austrian writer Karl Kraus once said "The development of technology will leave only one problem: the infirmity of human nature." Like it or not, technology is here to stay. Those that embrace it can improve the services they provide; those that reject it may find themselves wondering what happened to their customers.