Remote access and remote control programs have been around a long time. Earlier versions required expensive software and lots of time configuring both the host and remote computers. When they worked, they were wonderful, allowing users to work remotely from home as if at an office computer.

The main drawback was the necessity to plan ahead. The host software had to be set up on the office desktop, and the home computer required installation of the remote software and configurations to connect to the host. Those who traveled often were out of luck. Of course, trying to access a computer remotely many years ago was a challenge on many fronts. Hotels rarely had modem access, much less today’s high-speed internet access.

There are several types of remote connections that serve different purposes. Remote access generally refers to someone remotely connecting to his or her own computer; remote control usually involves an outsider such as a consultant or technical support specialist taking over functions on a workstation or server to perform an installation or troubleshoot. Remote meeting software allows someone to share his or her screen with one person or many people. As these tools combine, their increased flexibility is changing how we work. While these tools allow technology consultants to troubleshoot from their office desk rather than travel to a client’s office, they also offer tools for progressive law firms to improve communication with clients and potential clients.

Remote access software has been included in recent versions of server operating systems. Earlier versions required expertise to be set up properly. Proprietary software based solutions like PC Anywhere tended to be finicky and slow. Today, server based access from companies like Citrix ranges from virtual private networks (VPNs) to hardware based solutions for large enterprises. For smaller firms with limited budgets, VPNs seem appealing. However, they may result in disappointment depending on what applications are attempted. Grabbing a few word-processing documents uses relatively few resources, while running a case management program, billing program or another database based application can be frustrating due to the slow speed of the connection inherent in the VPN design.

Citrix hardware combined with software solutions are significantly better, but are more expensive. Windows Terminal Services is an in-between solution that, while faster than VPN, requires more technical expertise for setting up and may require additional software licenses for its applications.

Internet-based

In addition to server based remote access solutions, internet based workstation access solutions have come of age and provide an easy and affordable solution for smaller offices. There now are many products enabling remote access to a desktop from home, hotel or anyplace with a high-speed internet connection. The market leader is Gotomypc, now owned by Citrix Corp.

Pricing for Gotomypc ranges from individual accounts to corporate site licenses. Frequent promotions allow upgrading to more accounts as needed, and discounts are offered for larger sites.

After an account is opened, just follow Gotomypc’s wizard to install the host software on your office desktop and assign it a name, like “Carol’s desk.” This essentially enables your desktop and makes it available remotely via the internet. Continuing the most typical scenario, access Gotomypc’s website on your home computer, log into your account and on the My Computers page, click on the Connect button to begin making the connection to your desktop. It will walk you through a brief installation of software needed to access the host computer and will ask for your account information and the separate password you assign to access your computer.

Once successfully connected to your desktop and you enlarge the screen, you’ll be able to work as you normally do from your office computer. With a high-speed internet connection at both ends, there’s only a slight delay compared to working directly at your desk.

Other features

Included in the $20 monthly charge are utilities allowing more than just connecting from home to office computers. Unlike some proprietary or server based solutions, you can connect to your host computer from any internet connection in the world — even from a laptop. If you must collaborate with a client or have a consultant troubleshoot a problem on your office computer, a right click on the green Gotomypc icon in your system tray provides the option to “invite” a guest to view your desktop. It walks you through sending the “guest” an e-mail invitation; once that person downloads the connecting software, you can decide whether the guest can view or control your desktop.

Citrix has gone to great lengths to ensure these remote connections are secure. However, you can’t be too careful, so it’s incumbent to take steps to use these services safely. Use two different passwords, one for your account and another to access your computer. Change the password frequently and don’t share it. There was a story a few years ago about someone who had installed software that tracks keystrokes on computers providing public access to the internet. Armed with these tools, a criminal was able to access login information and remotely access gotomypc and other remote access accounts. Since then, gotomypc has added advisories about regularly changing passwords and using temporary passwords when working at public computers.

Help!

Getting demonstrations of software or technical assistance from hardware and software companies or consultants has changed with the availability of services like Webex, Live Meeting and Gotomeeting. I recently opened an account with Gotomeeting from Citrix and have found it has quickly and dramatically changed how I work with clients. Gotomeeting costs $49 monthly or $468 annually if paid in advance. Unlike some competitors, there are no other costs or charges tied to the number of meetings or the amount of time spent online conducting meetings. Gotomeeting allows up to 10 people to view your screen and by dialing a toll number to hear a presentation or discuss a document. My primary use is conducting online training sessions for clients on specific topics, which supplements my onsite activities.

Gotomeeting has a simpler process to connect to the presenter’s computer. Users access Gotomeeting’s website, choose the Join a Meeting button, download the software, enter the meeting ID number along with their name and e-mail address — and they’re connected.

Gotomypc requires a few more steps and passwords, and can be more difficult for people less comfortable with technology. In addition to “showing your screen” as a presenter, you can choose when to share the screen. In working with clients or conducting small group training sessions, the tools provided with Gotomeeting, as well as their competitors, allow the presenter to designate someone else for that role or give that person keyboard and mouse control to show others something on his or her computer or try steps on mine. I’ve found such collaborative benefits are a superb addition to my arsenal of tools to support clients. I still use Gotomypc to transfer files from my computer to a client’s or from a client’s computer to mine for troubleshooting.

These tools have changed how I’m able to help clients. If I can’t resolve a problem in a few minutes over the telephone, I now regularly connect to clients remotely so I can see exactly what the issue is or troubleshoot. That sure cuts the number of in person visits.

Truly, this technology is the next best thing to being there!

Carol L. Schlein is president of Law Office Systems in Montclair, a training and consulting firm specializing in law firm automation. Copies of previous columns are on her company website, www.losinc.com. For information about her quarterly meetings for Time Matters users, check the website or e-mail info@losinc.com. Schlein formerly chaired the Computer and Technology Division of the ABA Law Practice Management Section.

Questions for Carol L. Schlein on law office technology may be faxed to New Jersey Lawyer at (732) 650-7010, e-mailed to news@njlnews.com or mailed to “Law Technology Questions,” New Jersey Lawyer, Edison Square, 2035 Lincoln Highway, Suite 3005, Edison, N.J. 08817.