It seems like client related problems come in bunches. For months, I’ll get no calls about equipment issues, then suddenly in a single week, I’ll get several calls with similar types of issues. Last week was one of those.

Between Monday and Friday, I received a series of phone calls that taken together could comprise my top 10 list of “what not to do.” Near the top would be: “Do not purchase a version of Windows labeled ‘Home.’ ” Years ago, there was only one operating system at a time. In recent years, Microsoft has offered various flavors of operating systems. With the introduction of Vista, it added even more options.

There now are two home versions of Vista: Vista Home Basic and Vista Home Premium. Home Basic is a barebones product and doesn’t even include some of the visual components that separate Vista from its Windows predecessors. For example, you must upgrade to the Home Premium for the “Aero” desktop that lets you see through thumbnail versions of open programs and the 3-D Flip option that lets you navigate through open applications. The Sideshow, which lets you put little applications on your desktop, isn’t included either in the basic edition.
Either way, neither home version of Windows belongs in an office. While Vista home versions now include tools to connect to networks, the home edition of Windows XP was not designed for an office network. Over the past few years, I’ve regularly seen problems such as data corruption resulting from one home version workstation in an office.

The latest versions of both server and workstation operating systems seem to have caused more problems than they’ve solved. Even though Vista was introduced in November 2006, many software applications have yet to release Vista compliant versions. Similarly, Windows 2003 server software has been available nearly four years, yet there are commonly used applications that cannot be installed on the 64-bit configuration. Programs like Symantec’s Antivirus programs cannot be installed on a 64-bit Windows 2003 server, but can be installed when Windows 2003 is configured as 32-bit.

The market reaction to Vista has been much slower than Microsoft anticipated. In the past, once a new operating system came on the market, it was nearly impossible to purchase a new workstation without the new version. Manufacturers still are offering XP as an alternative to Vista. Thankfully, XP only has two versions: home and professional. If purchasing for your office, check all the core applications before ordering, and buy the business or professional version.

Where to shop

Buying business equipment at a consumer store would be another “what not to do” caveats. Big electronics stores that sell television and music related purchases also have carved out a niche the last few years in the home computer market by offering both equipment and services to install, repair and support customers. However, these stores can’t set up and support your business equipment, since they’re not familiar with applications used by law firms. When purchasing equipment, check the vendors’ websites to be sure any new equipment meets the memory and storage specifications of the products you plan to use. Even the consumer oriented offerings on Dell’s website typically don’t have enough memory to run some billing and practice management programs. For instance, most Dell computers start with 512 MB of RAM while most business applications need at least 1 GB of memory to function effectively.

Falling behind on hardware or software seems to be a common ailment for law firms. I’ve lost count of how often I hear, “We just got our server a year or two ago,” only to discover the server is closer to five years old. While replacing a server is an expensive proposition, delaying upgrading key applications because they no longer run on your old server is simply bad business. I actually got a phone call recently asking for assistance to install the latest version of whatever on the firm’s NT server. Microsoft’s support for NT ended more than two years ago.

A variation of this scenario is the firm that complains about a software program without considering the contribution its older infrastructure is making to the problem. Older equipment tends to fail or may perform the same tasks slower than current offerings. You may still have some space left on your server’s hard drive, but newer applications may need more room or you may find the access time is slow. As parts age, finding replacements or repair people familiar with them can become an issue as well.

Software support

While sometimes it’s appropriate to consciously use an older version of software, we now work in an environment where, because of Microsoft’s obsolescence policy, virtually every software vendor now offers support for the last three versions. Such support means most vendors will continue to answer questions and assist with data problems. Most software manufacturers don’t offer patches or service releases for anything prior to the current version.

From time to time, it’s wise to review how you’re using your primary software tools and consider making improvements or giving recently added staff additional training. Expecting staff to just absorb the needed steps to add contacts, matters, calendar and to-do items without assistance is like asking them to learn a foreign language from a book. Firms often budget for initial training when undertaking a major conversion; however, they rarely consider refresher training to ensure that all staffers are working efficiently and effectively. It’s almost impossible for someone learning a new system to master the nuances. Follow-up training can reinforce basic skills and help staff improve their use of software tools. It’s also a good idea to periodically review how you’re using key applications to see if they continue to support your firm and its processes. For example, if your practice management system initially was designed to automate the intake process, review your standard new client form in light of getting more clients today from online activities rather than telephone calls.

A corollary to increased training is to budget enough time and money to ensure making the right decisions. It never fails that in early December, I’ll get at least one or two calls from firms that haven’t yet selected their new software (usually billing or accounting) but want it installed and implemented for the new year. It’s important to take the necessary time to select the right program for your firm’s need. You should consider not only what the current versions offer, but what the staff is familiar with and the other applications that might link to the new product. The cost of the software is minor compared to a bad choice or, worse, a bad implementation because it was rushed and vital information was overlooked.

Integration

When changing billing or accounting systems, you should consider other applications that share related data and how well the new product will work with existing programs. If upgrading or replacing your accounting system, consider the impact on your tax professional. Most accounting programs are relatively inexpensive, but if your new program requires your accountant to fix problems or take extra steps to get needed information or reports, you may not gain the benefits you anticipated as well as incur added costs for preparing tax reports.

If you’re in the market for a new billing program, be sure to consider how it will interact with your practice management system. If it’s a good fit for your billing needs, you might want to consider the billing and accounting modules offered by your firm’s practice management program. If you don’t have a practice management system, you might want to learn more about programs beyond Microsoft Outlook that link to other legal applications and include a case or transaction component so you can connect people, events, tasks and other records to your files.

Receivables

Since there’s nothing more frustrating than not getting paid for your work, don’t wait until clients owe more than 90 days before starting collection efforts. Successful firms keep a tight rein on receivables. Learn what they do to improve their bottom line. The results might surprise you — they raise their rates and focus on collections. Start with morepartnerincome.com. Juris, now owned by LexisNexis, has done some groundbreaking research doing benchmarks and comparisons among similar firms to determine what works and what doesn’t to improve profitability.

Wishing you a happy, healthy and peaceful 2008.

Carol L. Schlein is president of Law Office Systems in Montclair, a training and consulting firm specializing in law firm automation. Copies of her previous columns are on losinc.com, which also lists upcoming meetings and training classes. For information, e-mail info@losinc.com or check the website. Schlein formerly chaired the Computer and Technology Division of the ABA Law Practice Management Section and can be reached at carol@losinc.com.

Questions for Carol L. Schlein on law office technology may be e-mailed to New Jersey Lawyer at news@njlnews.com or faxed to (908) 226-0165.