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Developing Online Tools to Assist SRLs: The FAQ Approach

This presentation discusses the creation and success of fact sheets as a helpful tool for self-represented litigants, including data collection, question categorization, and various uses such as staff training and quality control.

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Developing Online Tools to Assist SRLs: The FAQ Approach

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  1. Developing Online Tools to Assist SRLs: The FAQ Approach William T. Tanner Legal Aid Society of Orange County btanner@legal-aid.com

  2. Why create a fact sheet • 30,000 Callers Small Claims • 90% access to internet while on phone. • 10,000 Callers LRS • 6,000 referrals • 4,000 refer somewhere else • 4,000 Walk-ins Creating Fact Sheets-SRL Conference June 2011

  3. How to decide which fact sheet to create • Small Claims experience • Intake screen for first week • 500 calls type out the question • Review and organize Creating Fact Sheets-SRL Conference June 2011

  4. Collect Data Screen • Start and stop timer • Courthouse to file in • What was the question? • Required the person to type question • Was the question answered? • If no then box opens for name and number. Creating Fact Sheets-SRL Conference June 2011

  5. Results • Sorted the questions • Vast majority fell with 19 general categories • How to delay/continue/postpone a case • How much does it cost? • Where do I file? • What do I do if I am sued? • What is the statute of limitations for a small claims case? • … Creating Fact Sheets-SRL Conference June 2011

  6. Uses- Answer Common Questions • Train staff • Quality Control • If they parrot…not legal advice • Fax to caller • Email to caller • Web Creating Fact Sheets-SRL Conference June 2011

  7. Uses- Interesting Questions • Suing over a toll booth ticket • Towed vehicle • Student’s vehicle towed • Her task • Then turned over to a law student Creating Fact Sheets-SRL Conference June 2011

  8. Success of Fact Sheets • Local Forms • Application and Order to Serve the Secretary of State (borrowed from San Diego) • Application and Order to Serve by Posting • Webpage numbers Creating Fact Sheets-SRL Conference June 2011

  9. Success of Fact Sheets Creating Fact Sheets-SRL Conference June 2011

  10. Creating Fact Sheets-SRL Conference June 2011

  11. Creating Fact Sheets-SRL Conference June 2011

  12. Creating Fact Sheets-SRL Conference June 2011

  13. Website Statistics Creating Fact Sheets-SRL Conference June 2011

  14. Focus Groups • >80% start on the web to find answer • And then want a person • Chat, telephone, in-person Creating Fact Sheets-SRL Conference June 2011

  15. Who Creates? • Model fact sheet • Loyola Law Students • 12 Interns • Each had to create a fact sheet • Peer review • Two other students had to review • Expert Creating Fact Sheets-SRL Conference June 2011

  16. Bundling Fact Sheets • Lead to a collecting judgments manual • Small Claims Ultimate Guide Creating Fact Sheets-SRL Conference June 2011

  17. Low Literacy • Transcend • DCA • Legal Guides • Still want codes • Attorney review • Easy to research & update Creating Fact Sheets-SRL Conference June 2011

  18. Fact Sheets Become Cheat Sheets • Attorneys use them in clinics Creating Fact Sheets-SRL Conference June 2011

  19. Questions Creating Fact Sheets-SRL Conference June 2011

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