Have you prepared your clients for your law firm’s move to the cloud? If you take care of your clients first, everything else will fall into place. This is a mantra followed by innovative and successful law firms. As more law firms embrace the cloud, it’s imperative to communicate clearly and often, address potential concerns about moving to the cloud, and keep clients informed at every stage of the transition process. Join Joshua Lenon, Clio’s Lawyer in Residence, as he talks about the client-centric approach that innovative law firms use to succeed when moving to the cloud. In this free, 1-hour webinar, you’ll learn about: How to get buy-in from your clients to move to the cloud Most common client concerns and solutions Communication best practices during transition How to train clients on using your firm’s cloud-based platform

1. Client Communication
Best Practices for Law Firms
A Clio Webinar

2. Joshua Lenon
• Lawyer in Residence
at Clio
• Attorney Admitted
in New York
• @JoshuaLenon

3. Agenda
• It’s All In the Cloud
• Ethical Communications about Technology
• Communicating Cloud’s Strength to Clients
• Questions

4. It’s All Cloud

5. NIST Cloud Definition
“Cloud computing is a model for enabling ubiquitous,
convenient, on-demand network access to a shared
pool of configurable computing resources (e.g.,
networks, servers, storage, applications, and
services) that can be rapidly provisioned and
released with minimal management effort or service
provider interaction”
Source: NIST Definition of Cloud Computing; Special Publication 800-145

6. Clients are Heading to the Cloud
Source: ‘83% Of Enterprise Workloads Will Be In The Cloud By 2020,’
Forbes.com, Jan. 7, 2018

7. Clients are Heading to the Cloud
Source: ‘2017 State Of Cloud Adoption And Security,’ Forbes.com, Apr. 23,
2017

8. Cloud Adoption
Source: ILTA 2017 Legal Technology Survey

10. Mental Challenges With
Cloud Adoption
• Moving from a commercial
model and mindset of “buying” a
piece of software to a “pay-as-
you-consume” business case
• Moving from a mindset of
“owning” data (on our premises
and servers), to place of being a
sovereign guardian over data.
• Moving from the idea of heavily
customizing “our” system to the
idea of configuring flexibly to
allow constant improvement and
upgrade

11. Cloud is Already in Law Firms
Source: Skyhigh Networks Cloud Adoption and Risk
Report 2016

12. Lawyers Use Unofficial Clouds
Source: Skyhigh Networks Cloud Adoption and Risk
Report 2016

13. Cloud Services in Legal
Dropbox 59.1%
Google Docs 37.8%
iCloud 32.2%
Evernote 18.3%
Clio 12.4%
Box 10.8%
NetDocuments 4.3%
Source: ABA 2017 Legal Technology Survey

14. Cloud Mobile Apps in Legal
Westlaw 40.50%
Fastcase 40.50%
Lexis Advance 18.50%
Legal Dictionary App 18.00%
TrialPad 15.10%
TranscriptPad 8.30%
Courtlink 5.90%
LexisNexis Get Cases & Shepardize 5.90%
Clio* 4.40%
Source: ABA 2017 Legal Technology Survey

15. Ethical Communications
about Technology

16. Rule 1.4: Communications
(a) A lawyer shall:
(1) promptly inform the client of any decision or circumstance with
respect to which the client's informed consent, as defined in Rule
1.0(e), is required by these Rules;
(2) reasonably consult with the client about the means by which the
client's objectives are to be accomplished;
(3) keep the client reasonably informed about the status of the matter;
(4) promptly comply with reasonable requests for information; and
(5) consult with the client about any relevant limitation on the lawyer's
conduct when the lawyer knows that the client expects assistance
not permitted by the Rules of Professional Conduct or other law.

17. Rule 1.4: Communications
[1] Reasonable communication between the lawyer and the
client is necessary for the client effectively to participate in
the representation.
[7] …A lawyer may not withhold information to serve the
lawyer's own interest or convenience or the interests or
convenience of another person…

19. Cloud Ethics Opinions

20. Tech Competency

22. • Lawyers may use cloud services that provide a
reasonable expectation of privacy
• Lawyers must weigh use of cloud computing based
on both the vendor and the client
• In the event of a conflict, lawyers may use cloud
services with the informed consent of the client
Informed Consent

23. • Security Audits
• Geographic Hosting
• Data Retrieval
• Data Exports
• Ownership interest
• Obligation to Preserve Security
• Notification of Production
Requests
• Withstand a Reasonably
Foreseeable Attempt to Infiltrate
Data, including Penetration
Testing
• “Terms of Service”
Reasonable Care

24. Sample Clause
“To enhance the efficiency of our practice, the firm uses a variety of technology,
including third party cloud based platforms, to store documents, communicate
with clients and other activities. We have exercised due care in selecting vendors
whose security and management practices meet or exceed applicable ethics
requirements and engage in ongoing monitoring and oversight of their services.
You consent to our use of these services to store your files, communicate with you
and carry out other necessary tasks related to representation.”
- Carolyn Elefant, The Art, Science and Ethics of the 21st Century Retainer Letter

27. Communicating
Cloud’s Strength to Clients

29. Competent Cloud is Compliance
Source: ILTA 2017 Legal Technology Survey

30. Cloud Compliance
(Comparatively) Cheap
AWS Coverage
• GDPR
• HIPAA
• IRS 1075
• ITAR
• EU-US Privacy Shield
• My Number Act [Japan]
• Privacy Act [Australia]
• PDPA - 2012
[Singapore]
• PIPEDA [Canada]

31. In 2018, the 60% of enterprises
that implement appropriate
cloud visibility and control tools
will experience
one-third fewer security failures.
Source: ‘Is the Cloud Secure’, Gartner.com, March 27, 2018

32. Through 2020, public cloud
infrastructure as a service (IaaS)
workloads will suffer at least
60% fewer security incidents
than traditional data centers.
Source: ‘Is the Cloud Secure’, Gartner.com, March 27, 2018

33. Through 2022, at least
95% of cloud security failures
will be the customer’s fault.
Source: ‘Is the Cloud Secure’, Gartner.com, March 27, 2018

34. Digital Agility

35. Legal
Trends
Report
2018

36. Not Fast Enough
of clients expect an
immediate
response to texts
and emails
80% is how clients define
immediate
1-2 hours 4-8 hoursis what lawyers
think is appropriate
Source: ‘Why Attorneys Are Never Responsive Enough,’ BTI
Consulting, October 25, 2017

37. Wrong Medium
Consumers
Lawyers
Making appointments
Email
Communication by type:
In person Phone Website or online portal/app Other
Source: 2018 Legal Trends Report

38. Commodification of Law
Bespoke Standardized Systemized Packaged Commoditized
#ClioWeb
Source: Tomorrow’s Lawyers, Richard Susskind

39. Embedded Legal Service Products
Bespoke
Standardized
Systemized
Packaged
#ClioWeb

40. Share Intake Forms with Clients

41. Schedule Appointments
with Reminders

44. Questions

45. Thank You
Joshua Lenon
joshua@clio.com
@JoshuaLenon
Linkedin.com/in/joshualenon
1-888-858-2546