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TRANSCRIPT
TIG 2009
Building on the Spine
From Statewide Web Sites to Statewide Web Services
2009 TIG Conference
Liz Keith, Pro Bono NetDavid Bonebrake, LSNTAP
TIG 2009
Takeaways
• The expanding role of statewide websites
• Assets you have to build on
• An idea or two to explore
Image Courtesy of Ginnerobot / Flickr
TIG 2009
Image Courtesy of the Computer History Museum
In the beginning…
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To this…
Image Courtesy of Droid / Flickr
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Famous Predictions
“I think there is a world market for maybe five computers”
- Thomas Watson, Chairman of IBM, 1943
TIG 2009
Famous Predictions
“Computers of the future may have only 1000 vacuum tubes and weigh only 1.5 tons.”
- Popular mechanics, 1949
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Famous Predictions
“There is no reason why anyone would want a computer in their home.”
- Ken Olsen, President, Chairman
and founder of Digital, 1977
TIG 2009
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?
TIG 2009
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
TIG 2009
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
TIG 2009
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
TIG 2009
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
TIG 2009
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
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Interactive content
The challenge- Help users make sense of complex issues or
systems- Improve efficiency for users and advocates- Keep pace with user expectationsThe opportunity- Several robust, homegrown tools- Replication becoming easier- Fertile ground for small pilots
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Interactive content
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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.
TIG 2009
Interactive Content
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Interactive Content
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SWEBs - Online Training Centers
The challenge- Deliver trainings more easily and more cost-
effectively - Provide 24/7 access to training contentThe 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
TIG 2009
SWEBs - Online Training Centers
Pick your medium:• Webcasting• Webinars• Podcasting• Others?
TIG 2009
SWEBs - Online Training Centers
TIG 2009
SWEBs – Online Training Centers
TIG 2009
SWEBs - Online Training Centers
TIG 2009
SWEBs - Online Training Centers
TIG 2009
SWEBs - Online Training Centers
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Web-Based Services
The challenge• Expand the physical reach of staff and resources• Provide enhanced, personalized support to
users• Targeted services for specialized needsThe opportunity• SWEBs have statewide reach • Serve & engage new audiences• Tap new resources
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Web-Based Services
• Case/project opportunities clearinghouse• LiveHelp• Internet Representation Project
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Web-Based Services
LiveHelp
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Web-Based Services
Internet Representation Project
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Web-Based Services
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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
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Case Management Integration
Who’s doing it?• Georgia (Legal Server)• Kentucky (Kemps)• Illinois Legal Aid Online (Legal Server /
NPADO)• Others?
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Case Management Integration
Legal Server Shows the Documents from the Website
GLSP Example
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New Intake Models
The Challenge• Fewer local offices and staff• Staff workload, heavy data entry• Changing user expectationsThe Opportunity• Increase access points, especially in rural areas• Ease volume and length of interview• Increased customer service
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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
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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
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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)
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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
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Resources
Web-based services• LiveHelp
– Probono.net/statewebsites -> LiveHelp folder– Liz Keith – [email protected]
• Internet Representation Project Ken Penokie, ED, LSNM - [email protected] Final report on LSC TIG site
TIG 2009
Resources
Case Management IntegrationLSNTAP 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