Following up on client surveys fosters loyalty; the key to client retention is to ensure that a 'mostly satisfied' client is 'completely satisfied.'

Article Abstract:

Client surveys help a law firm determine how satisfied its clients are and what the firm could do to provide better service. While many firms accept a client rating of 'satisfied,' not until a client is 'completely satisfied' is it truly loyal. The firm should strive for this rating from every client. Written surveys are best for gathering data from a broad base of clients, and should be kept brief. Telephone and in-person surveys are more personal and get greater response rates. Follow-up letters or calls are vital.

Legal services, Offices of Lawyers, Methods, Management, Evaluation, Client development, Customer satisfaction, Practice of law, Attorney and client

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Automated alternatives are alluring: high-tech research tools such as CD-ROMs and the Web enable librarians to choose the best, fastest or cheapest information source

Article Abstract:

Increased automation and proliferating information technologies give law librarians many options in research, but demand expertise to make the most of each resource. Librarians should ideally take advantage of the best features of each potential resource to supply the best information as quickly and inexpensively as possible. Four search scenarios are described, with a hypothetical librarian considering the nature of the request and the drawbacks of each resource.

Usage, Services, Technology application, Legal research, World Wide Web, CD-ROM databases, Law librarians

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