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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

Several months ago there was a “soft” release of a new  legal industry  news product–Reuters Legal News (RLN).  Today Thomson Reuters released several new features enabling lawyers and legal business professionals to create a customizable reading and alerting experience. Reuters which employs 2,500 journalists around the globe,  now has a team dedicated to writing, curating and tagging legal news so it can be easily customized for the busy lawyer. The RLN content is organized into four broad categories: Litigation, Transactional, Government and Legal Industry. There is a columnist dedicated to each of the four categories of legal news.  In addition to news from Reuters, the site includes selected content from Westlaw Today, The Thomson Reuters Institute, and Practical Law Updates.

Law Firms in the News

Account Setup. Accounts can be set up on the desktop at  www.reuters.com/legal or by downloading an ios or adroid app on your
Continue Reading Reuters Legal News – No Paywall! No Onepass!  Customizable Legal News

Today Feit Consulting is releasing a new report on the state of market for major legal  vendors: Thomson Reuters. LexisNexis, Bloomberg Law and Wolters Kluwer. I hesitate to even refer to the market as the legal research market because that completely ignores the dramatic integration of workflow, drafting, brief analysis and analytics into the 21st century progeny of the foundational case law research systems.The 2020 Legal Information Vendor Market Survey  was conducted between June and August 2020 and is targeted at law firms with 50+ attorneys. There were 104 responses: 26%(<100 attorneys), 56% (100-499 attorneys) and 20% >500 attorneys.The  The report provides context by comparing results to the 2018 survey results. These results will be include in an upcoming book Optimizing Legal Information Pricing which will be published this fall.

The one criticism I have of the report is that the report collects data on the importance of various products by vendor. Westlaw Edge is listed but not the prior Westlaw platform – which many respondents appear to still have. Since the time when the study was conducted Lexis has announced it’s new platform Lexis+ which will surely be a platform analysed in the next version of the study.Although Westlaw enjoys the greatest market share they are declining in customer satisfaction. Bloomberg Law and Wolters Kluwer are stand outs in improving customer satisfaction with 35% and 15%  improvements respectively.
 This is a must read for librarians, knowledge managers and C-Suite executives in law firms. Under the chart there is a link where you can click through and see customer comments.The report examines the following issues:

Continue Reading Read It and Weep: Feit Report – Which Major Legal Research Vendor is Plummeting in the Market?

Today I am launching a new “Hits and Misses” survey which will replace the annual “Start Stop” Survey.  The new survey is more structured and should only take 5 to 7 minutes to complete. Please take a few minutes to share your insights on the state of legal publishing industry practices, products and technology. You can access the survey HERE.

This is an anonymous survey,  however respondents who wish to be entered in a drawing to win an Amazon Echo have the option of including their name an contact information.

The survey will be open through January 31st.

What Did You Think About Legal Publishing and Tech Trends in 2018?

2018 was a tumultuous year for legal publishing and technology. Consider just a few of the key events. The American
Continue Reading Welcome to the First Dewey B Strategic “Hits and Misses” Survey – What Did Legal Publishers Get Right/Wrong in 2018?

In a recent post Thomson Reuters to Layoff 3,200 Staff Through 2020, Close Offices and Eliminate Products – Which Legal Products Might Die? I asked readers to provide their insights into the impact of Thomson Reuters layoffs on products and support.

Readers have highlighted several products which they think are in jeopardy due to the recent layoffs at Thomson Reuters. Those products are eBillingHub, Monitor Suite,
Continue Reading Products “At Risk” Due to Thompson Reuters Layoffs – Readers Respond

The  Dewey B Strategic  Blog-o-zine is an easy access, guide to the evolving legal research marketplace. Get practical guidance on assessing products and vendors. The book is a handy tool to help focus your time and your budgets on the best products for your firm’s practice needs. Enhance your understanding of  technology trends,  product releases,…

PAYPAL Issues have been resolved. My apologies to those who were unable to place orders yesterday. Thank you for your patience.

Dear Colleagues and readers you must be asking yourselves:

What is a Blog-o-zine? It is word I made up to describe a print publication which includes  “best of” selection of  Dewey B Strategic …