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…

TIG 2009

To this…

Image Courtesy of Droid / Flickr

TIG 2009

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

TIG 2009

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

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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

TIG 2009

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

TIG 2009

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 expectations

The 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)

TIG 2009

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 – lkeith@probono.net

• Internet Representation Project

Ken Penokie, ED, LSNM - kpenokie@lsnm.org

Final report on LSC TIG site

TIG 2009

Resources

Case Management Integration

LSNTAP 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