2011 California Conference on Self-Represented Litigants

1. 2011 California Conference on Self-Represented Litigants Developing Online Tools to Assist Self-Represented Litigants: The FAQ Approach June 9, 2011

2. Presenters • Janine Liebert, Librarian, Programs & Partnerships, LA Law Library • Bill Tanner, Directing Attorney, Legal Aid Society of Orange County • Sherna Deamer, Manager, Virtual Self-Help Law Center for Contra Costa County

3. Our Focus Today • LA Law Library (www.lalawlibrary.org/) web services • Model programs that make extensive use of online FAQs to meet the needs of self-represented litigants: • The Virtual Self-Help Law Center for Contra Costa County (www.cc-courthelp.org/) • The Legal Resolutions Center (Legal Aid Society of Orange County) (www.legalresolutions.com/)

4. LA Law Library: Services and Resources • Legal research assistance • General public legal materials • Public access computers • Make forms available • Legal research databases • Strong referral relationships

5. FAQs: The Need • Email requests submitted to Reference and Research Team of 11 professional librarians via: • LA Law Library website (www.lalawlibrary.org) • “Ask the Law Librarian” live chat service • “Ask the Law Librarian” email service

7. FAQs: The Need • The proportion of requests submitted via email/live chat increased from 7% in 2009 to 17% in 2010 • Currently averaging 600 email requests per month • Take a lot of time to write responses • Need professional staff to write them • Send links and email attachments • Communicating with the Library without walking through the door has proven very effective.

8. Common Questions • Debt collection • General court procedures • Landlord/Tenant • Small Claims • Divorce, child custody and visitation • Spousal and child support • Traffic tickets • Wills • Probate • Expunging criminal records

9. Sample Questions • I am being sued by a credit card company. What form do I use to respond? • I received 3-day notice from my landlord. How do I count the three days? • Clients in Utah owe money. Can I sue in California? • I recently filed for divorce but now I want to drop the case. How do I do that? • Where can I download the form for modifying a child support order?

10. Sample Questions • What do I need to have my criminal record erased? • I had a default judgment entered against me. Can I get it removed? • I can’t pay my traffic ticket. Can I request community service? • I have a writ of execution, how do I collect my judgment? • What is service of process?

11. Goals of the Project • Frequently Asked Questions (FAQs) that evolve in response to email/live chat requests • Draw on existing resources • Professional librarian knowledge and experience • Reusable content

12. Goals of the Project • Direct website/live chat users to online FAQs for answers where only information is needed • Frees up staff to do other work • Can remove need to email links/attachments • Used by Library staff and partners (courts/legal aid providers) serving end users

13. Next Steps • Needs assessment to identify/prioritize FAQs • Identify existing content (received via email/live chat)that can be repackaged into FAQs • Develop tools to reuse existing content • Identify staff and outside partner resources • Set up systems for keeping FAQs up-to-date

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