The New Year is always a good time to make resolutions about improving office functions and using technology to better service clients as well as making the work easier to perform and track.

Here are some tips to help start the year off well.

Tip 1: Microsoft recently began shipping its new operating system, Vista. With Microsoft’s periodic new systems, the ripple effect means legal software vendors must regularly update their products to ensure they run on the latest hardware and software. As a result, most legal software vendors only support the latest three versions of Microsoft products. Even if you don’t need or want the new features, you should plan and budget for regular upgrades to your core software.

As long as you’re investing in a new version, you should take advantage of the manufacturer’s latest enhancements. New additions often make procedures easier or solve problems plaguing earlier versions. When upgrading, determine which new features might improve office procedures.

Tip 2: Invest in training and periodic review of your procedures. When corporations and large law firms roll out new software versions, they offer training and instruction to their staff. Training also can be a good refresher for those who weren’t trained in the past.

Firms often have departing employees train their replacement. While this saves money, it may do a disservice both to the new employee and the firm. The new worker may learn wrong steps or worse, longer steps, simply because her predecessor didn’t know or was never taught better methods. Periodic training can shed light on procedures that should be revised or rethought because of changes in technology or the firm’s work. From time to time, it’s worthwhile to have a fresh pair of eyes to review the firm’s procedures and also how they work with or, more often, against the firm’s software.

A corollary to this tip is to document the steps for managing the firm. Some of my clients asked me to write custom documentation that outlines their steps for key procedures. One client requested step-by-step instructions to reinstall and configure its key applications for its network technician to use if a workstation had to be replaced. Another client wanted precise written instructions for setting up, preparing and submitting bills electronically using the American Bar Association task codes. I’ve also written instructions for adding contacts and cases for the firm’s practice management systems. Documenting your system ensures everyone knows how to do important functions or can back up the person who normally does that function in an emergency.

Tip 3: Don’t wait too long to upgrade hardware and software. While it’s frustrating to spend money to replace equipment that’s working and functioning, the reality of today’s technology is that the pace of change requires vendors to limit the number of versions they can support. Many leading legal software providers have gone from privately owned to publicly held companies, requiring them to provide a regular revenue stream to shareholders. As a result, most products are upgraded annually or even sooner than in the past. Since many such products work with peripheral devices like Palm- or Windows-based cell phones, the companies are challenged to keep their products current. I regularly get calls from clients who’ve purchased the latest Blackberry or Treo, only to realize it won’t connect to their three year old software. If only I had a nickel for every time I heard, “Why can’t they add this in to their older version?” In reality, it makes neither business nor technical sense for vendors to do this.

On the hardware side, it’s important to plan for regular replacement of workstations, servers and network infrastructure. Newer software is designed for current hardware specifications and often has trouble running on older equipment. Older workstations typically had 256 or 512 MB of RAM. Today’s applications are recommending 1 GB of RAM for optimal performance. A number of my clients have upgraded servers and workstations but overlooked replacing their network switch — the box where all the workstations connect to the server. Switches have gone from 100 MB to 1,000 GB. Connecting to a faster switch often results in major improvements in processing performance with minimal expenditure. Don’t forget to check the wiring every few years as well. One bad wire can cause countless interruptions and problems. Maintaining older equipment also runs the risk of having difficulty getting replacement parts.

Tip 4: If you’re in the market to hire new staff, especially attorneys, consider their technical skills as a key qualification. Partners often hire new attorneys for their legal experience while ignoring their technical skills. This often means such lawyers become an extra burden to the support staff by requiring documents to be drafted, faxed or e-mailed to clients or having their handwritten time entries transcribed into the billing system. Lawyers who have good technical skills are more self sufficient and often can be an asset to the firm by making suggestions to streamline procedures or do additional customization to practice management systems to better support the firm’s legal work. I’ve seen many firms where those suggestions are dismissed or ignored because the senior partner isn’t as comfortable with the technology and is threatened by the (usually) younger attorney’s suggestions. Being open to different methods based on newer tools should be seen as a strength.

Tip 5: Resolve to send bills regularly and address accounts receivable collections. Billing at least monthly ensures clients are informed about the work done on their behalf. Smaller bills also are easier to pay. Get money in advance whenever feasible. Keep an eye on balances owed and be aggressive about collecting. Too often, firms will wait 90 days before making a collection call. It’s much easier to collect closer to when the work was performed.

Tip 6: Evaluate your work and consider what tools might better support current and prospective clients. I recently heard from a client who has moved into supporting franchise businesses. He’s now doing very complex agreements and documents, and will implement HotDocs to assist in document assembly.

Tip 7: Years ago, we were better able to leave our work in the office. Today, with e-mail and more competition from other law firms, clients expect us to be more readily accessible and available. Many lawyers have cell phones that hold contact lists and calendars, and can access office e-mail. Online remote access programs allow us to connect to office files from anywhere in the world. These programs also can be used for collaborating with clients by allowing them to view a draft document on your system with you. Think about using these tools creatively to provide better service.

Tip 8: It’s time for your firm to have its own domain name and a website. Registering a domain name costs as little as $9.99 per year. Using lawyer@aol.com indicates to prospective clients that you don’t know how to use technology well. It also signals your services probably will cost more than the lawyer who uses these tools more effectively. Before hiring a webmaster, check these experts’ own websites for information about their professional background, recent engagements, directions to their office and other pertinent information like whether they’ve handled similar transactions.

Tip 9: Managing e-mail has become a bigger challenge as the volume grows exponentially. Many case management programs allow you to connect clients’ e-mail with their case information. Developing protocols about which messages to keep and where should be part of the firm’s procedures. When composing e-mail, always assume it may be forwarded to someone you didn’t intend.

Tip 10: Websites should be updated regularly and should be redesigned from time to time to make important information easier to locate. Keep information current and add new successes to lawyers’ biographies. Consider including information about the staff to make the firm more accessible and approachable by clients and potential clients. Your staff serves as important liaisons with clients. The site should contain background information on everyone in the firm.

Let’s hope these tips get you off to a good year!

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.