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Developing Online Tools to Assist SRLs: The FAQ Approach
William T. Tanner
Legal Aid Society of Orange County
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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
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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
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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.
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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?• …
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Uses- Answer Common Questions
• Train staff– Quality Control– If they parrot…not legal advice
• Fax to caller
• Email to caller
• Web
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Uses- Interesting Questions
• Suing over a toll booth ticket
• Towed vehicle– Student’s vehicle towed
• Her task• Then turned over to a law student
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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
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Success of Fact Sheets
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Website Statistics
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Focus Groups
• >80% start on the web to find answer
• And then want a person– Chat, telephone, in-person
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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
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Bundling Fact Sheets
• Lead to a collecting judgments manual
• Small Claims Ultimate Guide
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Low Literacy
• Transcend
• DCA– Legal Guides– Still want codes
• Attorney review• Easy to research & update
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Fact Sheets Become Cheat Sheets
• Attorneys use them in clinics
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Questions
