Practice Pointers
Optimizing Technology for Hybrid Work
January 25, 2022
Remote work was a functional necessity during the early part of the COVID-19 pandemic, and while some offices have reopened, both the emergence of virus variants and recognition of the advantages of virtual operations have led many to contemplate adopting a hybrid work model on a permanent basis.
“Technology is not just nice to have anymore; it’s a key to business,” said Aaron Davis, director of product marketing at cybersecurity firm OneSpan, at a recent Law.com webinar on virtual practice. Davis drew upon data collected by the American Bar Association in a 2021 report entitled “Practicing Law in the Pandemic and Moving Forward.”
Davis outlined a seven-step process by which a firm might consider employing technology to support a hybrid operation:
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Assess the firm’s culture and readiness for change;
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Develop a holistic strategy;
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Start incrementally;
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Be clear on the role of technology;
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Identify and prioritize high-value opportunities;
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Measure and evaluate outcomes; and
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Develop a framework for sustainment.
Davis also cited a 2020 report from global management consultants McKinsey & Company that found that, on average, companies accelerated their digital transformation during the pandemic by an average of seven years. But this adoption of new technology was hastily implemented with a “good enough” standard for success, Davis said.
Firms can benefit from a “three-dimensional” perspective by considering the potential advantages technology can provide to the firm, to its attorneys, and to its clients.
For Firms
Technology can increase efficiency and productivity as well as provide the ability to scale, improving a firm’s ability to compete in the marketplace. Accommodating a client’s desire to meet personally or remotely can help a firm stand out from the competition. Also, supporting a hybrid operation increases the recruitment and retention of talent and strengthens firm efforts regarding diversity and inclusion.
For Clients
Technology can provide convenience and flexibility, allowing clients to engage with their lawyer and the firm in the manner they prefer. Greater personalization results in an increased perception of value.
For Lawyers
With technology that makes work more convenient and efficient, attorneys can focus on high-value client interaction. Technology can also increase responsiveness and drive new business.
Careful consideration and implementation of technology can help firms move from the “good enough” digitization of recent years to the optimization of processes and services. Hybrid interactions, Davis said, can help firms meet the growing client preference for remote digital interactions while providing them with access to human assistance when things become too complicated. And when disruptions occur in the future, a tech-savvy firm will be ready.
