Building on the Spine From Statewide Web Sites to Statewide Web Services 2009 TIG Conference Liz Keith, Pro Bono Net David Bonebrake, LSNTAP

Takeaways The expanding role of statewide websites Assets you have to build on An idea or two to explore Image Courtesy of Ginnerobot / Flickr

The expanding role of statewide websites

Assets you have to build on

An idea or two to explore

In the beginning… Image Courtesy of the Computer History Museum

To this… Image Courtesy of Droid / Flickr

Famous Predictions “ I think there is a world market for maybe five computers” - Thomas Watson, Chairman of IBM, 1943

“ I think there is a world market for maybe five computers”

- Thomas Watson, Chairman of IBM, 1943

Famous Predictions “ Computers of the future may have only 1000 vacuum tubes and weigh only 1.5 tons.” - Popular mechanics, 1949

“ Computers of the future may have only 1000 vacuum tubes and weigh only 1.5 tons.”

- Popular mechanics, 1949

Famous Predictions “ There is no reason why anyone would want a computer in their home.” - Ken Olsen, President, Chairman and founder of Digital, 1977

“ There is no reason why anyone would want a computer in their home.”

- Ken Olsen, President, Chairman

and founder of Digital, 1977

Could we have predicted… Statewide technology platforms Aggregated content Collaborations with access to justice partners Pathways for millions of people to get help with legal problems Online networks of legal aid advocates and pro bono attorneys Growing technological expertise & capacity The impact on individuals with legal needs?

Statewide technology platforms

Aggregated content

Collaborations with access to justice partners

Pathways for millions of people to get help with legal problems

Online networks of legal aid advocates and pro bono attorneys

Growing technological expertise & capacity

The impact on individuals with legal needs?

Could we have predicted… “ Thank you so much for existing online! Our clientele (here to get help with paying their utility bills) usually have other issues that impede their ability to keep up with utility payments. This is a great resource that we can use, and I am especially grateful for the multilingual options for the pdfs you provide. Thank you!” - Feedback on LawHelpMN.org from a Community Action Program in Minnesota

“ Thank you so much for existing online! Our clientele (here to get help with paying their utility bills) usually have other issues that impede their ability to keep up with utility payments. This is a great resource that we can use, and I am especially grateful for the multilingual options for the pdfs you provide. Thank you!”

- Feedback on LawHelpMN.org from

a Community Action Program in Minnesota

Could we have predicted… “ I am a paralegal for the Army, and I just want to thank this website for being so user friendly and for having all the information that I needed. I am compiling a database of Legal Forms from every state so that I can help our soldiers, this site allowed me to get the information I needed in less than 10 minutes, whereas some states it has taken me days to get the forms. Please pass this along to whomever runs this site. Thank You.” - Feedback on TexasLawHelp.org from an Iraq- based US Army paralegal

“ I am a paralegal for the Army, and I just want to thank this website for being so user friendly and for having all the information that I needed. I am compiling a database of Legal Forms from every state so that I can help our soldiers, this site allowed me to get the information I needed in less than 10 minutes, whereas some states it has taken me days to get the forms. Please pass this along to whomever runs this site. Thank You.”

- Feedback on TexasLawHelp.org from an Iraq- based US Army paralegal

Could we have predicted… “ I have been really intimidated of the legal system and process. Your site was the first one to make me feel empowered and capable of moving forward in the ways I need to. Thank you!” - Feedback from a LawHelp.org/NC user

“ I have been really intimidated of the legal system and process. Your site was the first one to make me feel empowered and capable of moving forward in the ways I need to. Thank you!”

- Feedback from a LawHelp.org/NC user

Your observations What has surprised you most about your statewide website? What do you think is your website’s greatest strength? Image Courtesy of Blmuch / Flickr

What has surprised you most about your statewide website?

What do you think is your website’s greatest strength?

Building on the Spine How can we build on this progress? Interactive content SWEBs as online training centers Personalized, interactive services Case management integration New intake models

How can we build on this progress?

Interactive content

SWEBs as online training centers

Personalized, interactive services

Case management integration

New intake models

Interactive content The challenge Help users make sense of complex issues or systems Improve efficiency for users and advocates Keep pace with user expectations The opportunity Several robust, homegrown tools Replication becoming easier Fertile ground for small pilots

The challenge

Help users make sense of complex issues or systems

Improve efficiency for users and advocates

Keep pace with user expectations

The opportunity

Several robust, homegrown tools

Replication becoming easier

Fertile ground for small pilots

Interactive content

Interactive Content Advocates or self-represented litigants answer questions during an interview. A personalized document is created from the answers. The answers can be saved and reused.

Interactive Content

Interactive Content

SWEBs - Online Training Centers The challenge Deliver trainings more easily and more cost-effectively Provide 24/7 access to training content The opportunity - Create a new training series or adapt an existing one SWEBs provide single platform for reaching broad audience Provide 24/7 access to training content

The challenge

Deliver trainings more easily and more cost-effectively

Provide 24/7 access to training content

The opportunity

- Create a new training series or adapt an existing one

SWEBs provide single platform for reaching broad audience

Provide 24/7 access to training content

SWEBs - Online Training Centers Pick your medium: Webcasting Webinars Podcasting Others?

Pick your medium:

Webcasting

Webinars

Podcasting

Others?

SWEBs - Online Training Centers

SWEBs – Online Training Centers

SWEBs - Online Training Centers

SWEBs - Online Training Centers

SWEBs - Online Training Centers

Web-Based Services The challenge Expand the physical reach of staff and resources Provide enhanced, personalized support to users Targeted services for specialized needs The opportunity SWEBs have statewide reach Serve & engage new audiences Tap new resources

The challenge

Expand the physical reach of staff and resources

Provide enhanced, personalized support to users

Targeted services for specialized needs

The opportunity

SWEBs have statewide reach

Serve & engage new audiences

Tap new resources

Web-Based Services Case/project opportunities clearinghouse LiveHelp Internet Representation Project

Case/project opportunities clearinghouse

LiveHelp

Internet Representation Project

Web-Based Services LiveHelp

Web-Based Services Internet Representation Project

Web-Based Services

Case Management Integration The Challenge Busy advocates interacting with multiple systems How to make SWEB resources more accessible? The Opportunity Make workflow more seamless Create multiple access points to resources Support knowledge capture and sharing

The Challenge

Busy advocates interacting with multiple systems

How to make SWEB resources more accessible?

The Opportunity

Make workflow more seamless

Create multiple access points to resources

Support knowledge capture and sharing

Case Management Integration Who’s doing it? Georgia (Legal Server) Kentucky (Kemps) Illinois Legal Aid Online (Legal Server / NPADO) Others?

Who’s doing it?

Georgia (Legal Server)

Kentucky (Kemps)

Illinois Legal Aid Online (Legal Server / NPADO)

Others?

Case Management Integration Legal Server Shows the Documents from the Website GLSP Example

New Intake Models The Challenge Fewer local offices and staff Staff workload, heavy data entry Changing user expectations The Opportunity Increase access points, especially in rural areas Ease volume and length of interview Increased customer service

The Challenge

Fewer local offices and staff

Staff workload, heavy data entry

Changing user expectations

The Opportunity

Increase access points, especially in rural areas

Ease volume and length of interview

Increased customer service

New Intake Models Five states currently have some form of online intake for legal aid. This has been mostly done with an online form. Iowa Legal Aid was the first legal aid program in the country to link an online interview with a case management system. Alabama VLP online intake coming soon

Five states currently have some form of online intake for legal aid.

This has been mostly done with an online form.

Iowa Legal Aid was the first legal aid program in the country to link an online interview with a case management system.

Alabama VLP online intake coming soon

Your crystal ball What challenges do you think your statewide website can help address? What developments do you most want to see? Image Courtesy of Hank Halsey / Flickr

What challenges do you think your statewide website can help address?

What developments do you most want to see?

Resources Interactive SWEB content Online document assembly- probono.net/dasupport A2J Author- A2jauthor.org OC107: Replication and Reuse: Building Document Assembly Applications based on Prior Work by Others (LSNTAP/PBN Training – available on LSNTAP.org)

Interactive SWEB content

Online document assembly- probono.net/dasupport

A2J Author- A2jauthor.org

OC107: Replication and Reuse: Building Document Assembly Applications based on Prior Work by Others (LSNTAP/PBN Training – available on LSNTAP.org)

Resources SWEBs as online training centers Using Multimedia Content to Improve Web-Based Delivery of Legal Services (EJC presentation) SWEB114: Nuts and Bolts of Multimedia Content for Statewide Websites (LSNTAP/PBN presentation) NTEN We Are Media Toolbox Summer 2009 NTAP/PBN Training

SWEBs as online training centers

Using Multimedia Content to Improve Web-Based Delivery of Legal Services (EJC presentation)

SWEB114: Nuts and Bolts of Multimedia Content for Statewide Websites (LSNTAP/PBN presentation)

NTEN We Are Media Toolbox

Summer 2009 NTAP/PBN Training

Resources Web-based services LiveHelp Probono.net/statewebsites -> LiveHelp folder Liz Keith – [email_address] Internet Representation Project Ken Penokie, ED, LSNM - kpenokie@ lsnm .org Final report on LSC TIG site

Web-based services

LiveHelp

Probono.net/statewebsites -> LiveHelp folder

Liz Keith – [email_address]

Internet Representation Project

Ken Penokie, ED, LSNM - kpenokie@ lsnm .org

Final report on LSC TIG site

Resources Case Management Integration LSNTAP Trainings: Power of XML Training Creative Uses of Technology in Legal Aid Online Intake LSNTAP -> Tech Library -> Online Intake Internet Intake in the Field webinar series

Case Management Integration

LSNTAP Trainings:

Power of XML Training

Creative Uses of Technology in Legal Aid

Online Intake

LSNTAP -> Tech Library -> Online Intake

Internet Intake in the Field webinar series