April 30, 2007 by Dan Siegel.

Imagine a company so arrogant that its employees never return calls. Imagine a company so arrogant that its customer service representatives never return calls. Imagine a company so arrogant that its supervisor in customer service never returns calls, even when he promises to, and even after multiple messages are left. Imagine a company that, when you reach your regional supervisor, he says that you signed a contract and basically tells you to go to …. That my friends is Nova Information Systems, the wonderful company that my bank, Wachovia, co-brands with and recommended to me to handle my credit card processing. Since the fall of 2005 (that’s not a typo), no one from Nova has ever returned a phone call or responded to inquiries, even when my bank (Wachovia) tried to spur them to reply. The people I deal with at Wachovia acknowledge that I have been treated like …. but they are as powerless to deal with Nova as a dead skunk in the middle of the road. And the people at Nova don’t care — now that’s lousy customer service.

On the other hand, we’ve dealt with Verizon Wireless for years and have generally been very pleased (we just avoid the Ardmore store). Our sales representative (Carlton at the Springfield, Pa. store) epitomizes what customer service should be. He is helpful and honest, and the type of person every customer wants to deal with. And so are their customer service people for Blackberrys. Every time I have called for support, they have been helpful and knowledgeable, and have resolved my problems.

Let’s hope Verizon Wireless never merges with Nova. If that happens, all you’ll ever get is a busy signal.

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April 14, 2007 by Dan Siegel.

People are always asking for easy solutions to annoying computer issues. One of them is the proliferation of logins and passwords we have to remember, particularly on the Internet. While I keep a database of all my passwords, I also have an easier solution — the Roboform toolbar. It’s an easy to use plug-in that records (and revises) all of my logins and passwords, and can also fill forms with as much information as I like. There is a free version, but it only stores a limited number of passwords, etc. I bought the full version and it saves me a lot of time. The company’s website is http://www.roboform.com/. Try it.

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April 9, 2007 by Dan Siegel.

Technology brings to mind computers and solitary work, yet I find that technology allows us to interact more than ever. Sure, handwritten letters are now less common, and it can be difficult convincing our kids (and ourselves) of the importance of thank you notes and other “quaint” notions. Yet, somehow, technology keeps us connected, too. Today I (finally) emailed my first newsletter from Integrated Technology Services, LLC, and was glad to get it done. But what turned out to be the best part? Email from friends and colleagues who received it and just wanted to drop me a note. The notes weren’t very long, but they allowed us to reconnect, something we wouldn’t have done if we had waited to write a letter and mail it. Email may be fleeting, but it’s a nice way to stay in touch and let friends know you’re still there.

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April 8, 2007 by Dan Siegel.

How often does software do what it’s supposed to? And do it for free? It doesn’t happen enough. But one product that works as billed is CCleaner, a great freebie that cleans up all the detritus on your computer. It’s easy to use and really finds the junk. One warning, don’t just accept the defaults for every setting. If you do, it’ll remove your “Recent Files” from Word, etc., and some other settings you may actually like. Otherwise, just proceed apace.

How do you get it? Just go to www.ccleaner.com and download the application. It may even be worth making the donation.

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April 7, 2007 by Dan Siegel.

So, what do I use in my office? That’s the question I’m always asked. I have a lot of answers.

My office is managed with Legal Files, a superb case management program I use (after testing 7 others, including many major names). While I like Time Matters, and recommend and support it, Legal Files is still a slight bit better for my needs. It isn’t perfect, however, and I wish it had Time Matters’ “formattable clipboard” and its “Packages” feature, but overall it wins by a nose.

In addition, I use Adobe Acrobat Professional 8 all the time, and Case Map, Time Map and Live Note have become keys to keeping my law practice going and growing. I don’t love Time Slips or Quick Books, but they work, so I’m not changing. I’m also in the process of integrating Hot Docs with both businesses. On the other hand, I still rely on a host of “non-legal” but key programs. Thus, I also use Word, Word Perfect X3 (the best word processor I’ve ever used), Access, and an array of other more common software.

Let’s start a dialogue — What are your favorites? Let me (and everyone else) know.

That should be fun.

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April 7, 2007 by Dan Siegel.

People who know me know that I love computers and software, and that my technology business, Integrated Technology Services, LLC, is just fun for me. It’s like getting paid to play. But it’s still a business, and after a year and half, it’s still a learning process. What have I learned? Some companies treat you nicer than others. Some of the big companies just want to squeeze out the little guy (like I could possibly kill their businesses) while others embrace the little guy. One example is Lexis-Nexis, a monolith no doubt, but a company that has embraced my business and knows that as I succeed, so does it.

I’m now a Certified Independent Consultant (CIC) for Time Matters and am in the process of becoming a CIC for Hot Docs. The people have generally been really nice, and they are committed to working with me. The same goes (10X over) for the wonderful people at Case Soft (they make Case Map, Time Map, etc., and I support them all). They have always been a pleasure to deal with, even after Lexis-Nexis bought them.

On the other hand, other companies get bought out and the first thing they do is try to eliminate me. One company immediately ended my reseller agreement (I made about $50 commission per license) and raised their prices so high that most of my clients — solos, small and mid-size firms — probably aren’t going to buy their product anymore. Do they care? No. They say the number-crunchers told them what to do.

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April 7, 2007 by Dan Siegel.

That’s right, there’s another legal education seminar, the Managing Partner Development Institute, but I’m a partner (shall we say “co-founder”) of this one. Along with PBA Law Practice Management guru Ellen Freedman (whose brainchild this is), Attorney David Sorin, and law firm PR maven Mary Beth Pratt, we’re creating the first, and only, conference designed to educate managing partners and managing partner wannabes in firms from 2 to 50+ lawyers how to do their jobs better/more efficiently and, hopefully, more profitably. The Institute is June 1 and 2 at Normandy Farm in Blue Bell. We have an exciting, intense program planned, and expect that this is just the firm of many to come (along with other services like listserves, podcasts, etc.). Interested? I hope so. Just go to www.managingpartnerinstitute.org for more information, and to register. I’d love to see you there.

Dan

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April 7, 2007 by Dan Siegel.

It’s taken some time to get going, but I’m pleased to announce that Legal Tech Blog is live — and alive. That’s right, or should I say, “that’s write.” Rather than only author periodic columns about technology and the practice of law, which are limited by space (and deadlines), I’m happy to unveil Legal Tech Blog, where I can share my views with others, and learn from them as well. So, join in, have fun, tell me what you think, and let’s enjoy technology together.

Dan Siegel

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