The Client Experience: How to Optimize Client Service and Deliver Value looks at the client experience from end-to-end, from client listening programs to journey mapping, from customer audits to how legal tech can help improve the way a client interacts with a law firm throughout its relationship. A client-centric business model is essential for future law firm success and the authors of this far-reaching title utilize their own experience and real-life case studies to drill down into the importance of maintaining the one thing no business can do without: its client.

The Diversity Agenda offers effective solutions to those endeavoring to maximize their firm’s potential through the benefits diversification can bring. 

Often seen by firm management as unnecessary and outdated, legal libraries are facing a double-pronged challenge: it is now essential for librarians to demonstrate the continuing value of their profession whilst battling with shrinking budgets and the development of new, disruptive technologies that are transforming working practices and processes at a rapid rate.

A deep dive into the Evolving Role of the PSL: featuring contributions from current PSLs, it provides up-to-the-minute intelligence from an insider’s perspective on common issues and the solutions to tackle them. Advice from experts, ranging from knowledge management specialists to PSL recruiters, and compelling case studies that provide a crucial insight into real-world industry and career experience.

The Future of Legal Innovation 

This book combines trendspotting, exploratory intelligence with case studies and real-world examples of best practice. 

Although legal innovation is critical for law firms, with clients pushing for more efficient, cost-effective, and automated services, very little has been written about how to drive successful enterprise-wide transformation efforts. As innovation and legal operations functions proliferate globally, Nicola Shaver has written the first definitive book to guide legal professionals through setting up an effective innovation function and driving successful culture change and initiatives across a legal organization.

In The Handbook for Legal Innovation, Shaver, the 2020 ILTA Legal Innovation Leader of the Year and a College of Law Practice Management Fellow, outlines how to set up an effective strategy for innovation, provides practical guides for conducting current-state audits, establishes frameworks to help identify project priorities, and outlines how to build and grow the right team. With 20 years of experience in the legal industry, including a decade each of practicing law and driving innovation initiatives in large legal organizations, Shaver draws upon her experience as well as broad industry knowledge to inform this practical guide.

What works and what doesn’t, examining the issues behind each of these questions and how they form the drivers of almost all human decision-making and behaviour.

This report is a practical guide on legal process improvement. It explains how to map, analyse and optimise processes to ensure greater efficiency and client value, while also improving a firm’s bottom line.

The Lawyer’s Guide to Legal Project Management is an invaluable asset for any firm looking to capitalise on the strategic gap in the market; whether it be through introducing the fundamentals of LPM, or by bolstering existing functions to incorporate process improvements and to support Knowledge Management initiatives.