60% of DBS Survey Responders Say Legal Research/Tech Company Customer Support Has Declined in Past 10 Years.
In March I conducted a reader survey to explore the current state of customer service in the legal publishing and technology market. The
Survey was open from March 3rd to March 11th. The reader response was somewhat overwhelming. Not only did 169 readers respond to the 5 question survey but the majority of responders took the time to provide thoughtful responses to open ended questions about the improvement or decline in service.
I was inspired to conduct this survey by my own observations of and participation in the legal information and technology market from its infancy in the 1980’s when online caselaw was an adjunct to print — through today’s market where text has been transformed into data,
Continue Reading Legal Research Platforms Customer Service Survey – Customer Support in a Freefall
real practice, lawyers need to add a few more tools to their toolkit. During the past decade, there has been an explosion of new tools, powered by algorithms and analytics which streamline a variety of
legal tech continued their pursuit of innovation and market share. Most of us had a sense of whiplash and disbelief when the world came to a virtual halt in March 2020. Law librarians who had built digital libraries over the years offered their attorneys a fairly seamless transition to their work from home desktop. Within weeks most legal publishers had developed a special COVID offering. These ranged from free alerts, to primary sources and workflow toolkits. Despite all of these efforts law librarians and knowledge managers faced a gap in COVID coverage. Almost overnight a “gray literature” emerged which major legal publishers were not