Matters: A podcast from Clio

So far this season, we've introduced the concept of client-centered legal practice, explored why lawyers tend to be so resistant to change, and looked at what's broken within our legal system. On this episode, we'll compare the broken model of legal service delivery—the "lawyer-centered" model—with the client-centered model, which is advantageous for both your clients and your firm. Featuring interviews with three practicing attorneys who are all innovating in their fields, this episode covers: The core differences between the lawyer-centered and client-centered models of legal service delivery The disadvantages of the lawyer-centered model The advantages of the client-centered model The effects that these different models have on lawyers and clients What it's like to operate a client-centered law firm, in practice Episode Four's guests include Kim Bennett, Founder of K Bennett Law LLC; Erin Levine, CEO & Founder of Hello Divorce and Managing Attorney at Levine Family Law Group; and Justin Osborn, Partner at Osborn Gambale Beckley & Budd PLLC. Listen in for their perspectives! Our Guests: Kimberly Bennett Kimberly Y. Bennett, Esq., is the Founder of K Bennett Law LLC, a boutique subscription legal services law firm that helps small businesses protect their brands and grow profitable and sustainable seven-figure organizations. Kim defines herself as an innovator, entrepreneur, legal industry disruptor, and a business coach—who happens to be a lawyer. In addition to growing and managing her firm, Kim coaches women building modern businesses, speaks on legal topics, teaches workshops for new entrepreneurs, and is a co-organizer of two legal tech communities: Atlanta Legal Tech and Atlanta Legal Hackers. Kim’s mission is to help foster a permanent shift in the way law firms deliver legal services to clients. You can follow her on Twitter at @kbennettlaw Erin Levine Erin Levine, Esq. is CEO and Founder of Hello Divorce, a do-it-yourself divorce navigator startup, and she is Managing Attorney at Levine Family Law Group, a full-service family law firm in Oakland, CA. Erin is working to democratize divorce by ensuring that “every American who wants a divorce has access to affordable, accessible and ethical legal assistance.” Erin has won numerous awards during her career, including the 2020 James I. Keane Memorial Award for Excellence in eLawyering, the 2019 ABA “Women in LegalTech” and Fastcase 50 Honoree awards, and the 2019 Reisman Award for Legal Innovation. You can follow Erin on Twitter at @hello_divorce Justin Osborn Justin Osborn is a founding member of Counsel Carolina (Osborn Gambale Beckley & Budd PLLC), whose personal advocacy for fairness and progressive social policies led to the firm’s RV-based mobile services program. A former insurance adjuster and insurance defense lawyer, Justin now represents clients against the same corporate and insurance interests he once defended. A proud tribal citizen of the Cherokee Nation and one of the first in his family to obtain a college degree, Justin has rededicated his career to making legal services more equitable and universally accessible. You can follow Justin on Twitter at @justin_osborn

In this episode of Matters, we'll examine how the current legal system is broken, in which particular areas of legal service delivery the industry is failing, why change is direly needed—and what that change might look like. This episode’s discussion points include: Specific areas where the current legal system is dysfunctional Major issues of unmet need within the legal market How the existing legal system fails clients—and legal professionals What needs to shift in order to build a better legal profession Ways for law firms and legal professionals to start changing the status quo Episode Three’s guests include Erin Levine, CEO & Founder of Hello Divorce and Managing Attorney at Levine Family Law Group; Jordan Furlong, legal analyst and creator of the Law21 blog; and Nika Kabiri, a JD Ph.D who helps businesses of all sizes make better decisions. Listen in for their perspectives! Our Guests: Erin Levine Erin Levine, Esq. is CEO and Founder of Hello Divorce, a do-it-yourself divorce navigator startup, and she is Managing Attorney at Levine Family Law Group, a full-service family law firm in Oakland, CA. Erin is working to democratize divorce by ensuring that “every American who wants a divorce has access to affordable, accessible and ethical legal assistance.” Erin has won numerous awards during her career, including the 2020 James I. Keane Memorial Award for Excellence in eLawyering, the 2019 ABA “Women in LegalTech” and Fastcase 50 Honoree awards, and the 2019 Reisman Award for Legal Innovation. You can follow Erin on Twitter at @hello_divorce Jordan Furlong Jordan Furlong is a legal industry analyst and consultant based in Ottawa, Canada. In addition to being an author and the founder of the award-winning Law21 blog, Jordan is a Fellow of the College of Law Practice Management, and Past Chair of the College’s InnovAction Awards. He’s the Strategic Advisor in Residence at Suffolk University Law School in Boston, and he serves as co-chair of the Board of Directors for its Institute for Law Practice Management and Innovation. He’s also taught or guest-lectured in courses at Suffolk Law, Queen’s Law, and Osgoode Hall Law School that focus on preparing students to provide legal services deep into the 21st century. You can follow Jordan on Twitter at @jordan_law21 Nika Kabiri Nika Kabiri has spent 20+ years studying how people make decisions in a variety of contexts. She has a JD from the University of Texas, a PhD in Sociology from the University of Washington, and currently teaches Decision Science at the University of Washington. Nika has worked with businesses of all sizes, including Amazon, Microsoft, VMware, Sony, Oakley, PepsiCo, General Mills, Anheuser-Busch InBev, the Seattle Seahawks, Zillow, Expedia, Smartsheet—and Clio. She is also an Advisor at Madrona Venture Labs, where she helps startups get their footing. You can follow Nika on Twitter at @nikakabiri

No risk, no reward—in this second episode of season two of Matters, we're joined by three guests to take a high-level view of the legal profession—chiefly, why lawyers tend to be so risk-averse, and the effects that this cautiousness has on legal practice, innovation, and firm sustainability.

In the first episode of our second season, our hosts speak with four experts—a practicing lawyer, a legal consultant and writer, a data scientist, and a legal professor—to provide a macro-level view of client-centered lawyering, examine why it’s vital to the future of legal service delivery, and give you a glimpse of what to expect on this season of the show.

In season two of Matters, we'll explore what it means to truly be client-centered, how client-centered practices can improve access to justice, and how law firms are addressing a monumental shift in consumer expectations. Learn more at www.clio.com/podcast.

If you learned that the unmet legal needs of consumers amounted to a multi-billion opportunity, what would that mean for the legal industry? What would it mean for your firm? In this episode of the Matters legal podcast, Teresa Matich interviews Jack Newton, Clio’s CEO, Co-founder, and author of the new best-selling book The Client-Centered Law Firm. In the episode, Jack speaks about one of the book’s core concepts, the “latent legal market”—and why it matters. The latent legal market refers to the untapped potential of all the would-be legal clients who aren’t currently using legal services to solve their legal issues. Consequently, it also refers to all the unrealized revenue that law firms could generate if they focused on providing the experience these would-be clients are looking for. No one understands this better than Jack, whose interview highlights the incredible opportunities the latent legal market presents for law firms.

In this episode, Glenn Greenwald—the Pulitzer Prize-winning investigative journalist, constitutional lawyer, commentator, and best-selling author who brought the Edward Snowden case to the public—joins us for a can’t-miss discussion on privacy, and why it’s more important now than ever.

How do we move past “an eye for an eye” in a way that benefits and honors communities and victims? And what role do physical spaces have to play in better justice solutions? In this episode, Deanna Van Buren—an award-winning architect, activist for criminal justice reform, and Keynote Speaker from the 2019 Clio Cloud Conference—joins us for an in-depth discussion on restorative justice, and the role legal professionals can play in transforming the justice system. The Design Director and Executive Director of Designing Justice + Designing Spaces—an architecture and real estate development firm that is building the infrastructure to end mass incarceration—Deanna shares the lessons she’s learned about punishment and justice with the Matters team.

Shaka Senghor, criminal justice reform advocate and 2019 Clio Cloud Conference keynote speaker, joins us for a candid discussion on his personal story of redemption, the trauma of gun violence, and what legal professionals can do to start changing the conversation.

If we wanted to create a podcast that held real value for legal professionals, what would that look like? Who would be our guests, what would we talk about, and how would we deliver something different than what was currently available? When we set out to launch a new legal podcast, these were the questions we asked. Through ten episodes, we’ve learned a lot about how the practice of law is changing, and how law firms can keep pace with that change. In this episode, join us as we look back and share the most important learnings with you again—or, if you’re a new listener, for the first time. We’ve categorized our episodes along the lines of a few core themes: the client experience, the people behind law firms, and the data and tech tools that are changing the industry. Take a listen to hear what’s “Mattered” the most so far.

Technology is changing countless industries, shifting paradigms, and restructuring the way organizations operate. In legal, technology has ushered in a new era of innovation, giving lawyers and law firms new ways to deliver services to clients. Now and in the years to come, legal professionals and practices that adopt these new innovations will be the ones that succeed in the long run.

Providing a positive client experience is essential to the success of your firm—but how do you know if you’re delivering a good client experience? How do you get inside the minds of your clients to know whether they’d recommend you to friends, family, and colleagues? Feedback, that’s how. In this episode of Matters, we’ll look at why collecting, analyzing, and acting on feedback is an essential practice for law firms. We’ll discuss some of the best, most practical ways for you to gather feedback from your clients, and how to make good use of it. We’ll also touch on why many attorneys shy away from feedback—and how even negative feedback can actually be a major positive. Joining us are Anu Sethee, the Senior Director of Attorney Services and Product Counsel for Legal Plans at LegalZoom, and Josh Valentine, a partner at the Caulder & Valentine Law Firm in North Carolina.

In this episode of Matters, we’re joined by John Kassel, Managing Partner of one of Vermont’s leading law firms, and Sam Glover, Founder of Lawyerist.com, to discuss what it means to be mission-driven. For modern law firms, missions are more than just words or ideas—they are “the why” behind your legal practice, your reason for doing the work that you do. John and Sam have implemented strong mission and value statements with their colleagues, leading to growth, success, and greater employee satisfaction. In this episode, they’ll speak to the impact that being mission-oriented can have for firms, and they’ll dispense practical advice on how to align your practice with your “why.”

When most people think of robots, they envision large metal contraptions that move about awkwardly. In recent years, the idea of robots has broadened to encompass all sorts of automated technological systems, such as virtual assistants like Amazon’s Alexa. In this episode, we’ll explore legal robots. We’ll focus primarily on arguably the most common kind of legal robot—automated chatbots—which deserve special attention because, despite being relatively un-utilized by the majority of the legal community, they have the potential to drastically change the future of the industry. Three legal technology experts will discuss what chatbots are, why they’re valuable to modern lawyers and legal clients, and how they can be designed to automate a wide variety of legal services. They’ll also take us through some of the limitations of chatbots, and some of the ethical concerns they may pose. Then they’ll touch on some other types of legal robots in the marketplace, and they’ll provide a glimpse of robots in the law firms of tomorrow—including your own.

The term “lawyer wellness” may seem like a contradiction because lawyers are notoriously un-well. Most legal professionals know that the rigors of the industry take a heavy toll, but despite a growing understanding of the scope of the problem, there is still a stigma associated with mental health and substance-related issues in legal. Many legal professionals who should be seeking professional help are not getting it, and lawyers who could be thriving are struggling.

The way clients are seeking legal representation continues to evolve—in fact, in 2019, it’s estimated that the average consumer will require 6-8 digital ‘touches’ before becoming a prospective client. Does your firm know how clients are finding you, and are you controlling the information they’re encountering along that journey?

For years, businesses have been using automation to free their staff from repetitive tasks—and are reaping the benefits for their bottom lines. Now, with the help of technology, law firms too can automate processes and focus on delivering an incredible experience to their clients.

Client interactions begin earlier than you think. Providing amazing client experiences from the start can lead to happier clients, positive reviews, and more referrals, but legal clients are still frustrated by delayed follow-ups and inconsistent processes. Michael Chasin, General Manager of Clio Grow, and Jennifer Reynolds, Owner of Fresh Legal, explain the ins and outs of client intake and acquisition—and why paying close attention to the client intake process is critical for building trust with clients

Data is everywhere, and the power of data analysis is coming to law firms too. With advancements in data collection, data analysis, and business intelligence tools, many organizations now have the tools they need make more data-driven decisions—but many law firms aren’t taking advantage. We spoke with Billie Tarascio, owner of Modern Law, and George Psiharis, COO at Clio, about why many law firms have been slow to start using data to make better business decisions—and about the benefits for firms that are data-driven. Billie’s seen plenty of positive changes at her firm since she started using data to guide her decision making, and both her and George shared plenty of tips for firms just starting out on their own data-driven journeys.

Greg McLawsen of Sound Immigration and Joshua Kubicki of Bold Duck Studio shared their expertise on all things client-experience related with us—from common misconceptions about the client experience in the legal industry, to advice for improving the client experience at larger firms.