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Mobile Delivery Strategies Using LawHelp July 30, 2014 Featuring: Mike Grunenwald LawHelp.org/DC Project Coordinator at DC Bar Pro Bono Program Mike Monahan Director at Pro Bono Project of the State Bar of Georgia

Agenda What Is a Mobile Presence? How do Mobile Users Access Content? What Makes Great Mobile Content? Case Studies Mike Grunenwald, m.LawHelpDC.org Mike Monahan, SMS Delivery Systems

… a few key resources LH3 Mobile Toolkit Provides general information about mobile content, mobile sites and mobile users. Provides specific answers to LH3 questions- including creating your site, managing your site, a press kit and an FAQ. There is also a training on the mobile platform you can access on this page. Pro Bono Net Mobile Initiatives LSNTAP’s Mobile Web Development Guide for Legal Aid LSNTAP Community Training Series All Things Mobile Using Mobile Phones for Service Delivery Developing a Mobile Strategy to Reach Our Clients

What will you learn today? How might you use information from today’s training to make improvements to your site? Identify mobile outlets and strategies to engage users Optimize current and new content for mobile consumption Partner processes for making content accessible for mobile users

WHAT IS A MOBILE PRESENCE?

Mobile Optimized Website Mobile App Social Media SMS Campaign

We all have a mobile presence! Mobile devices make up… 40% of all LawHelp users last month 75% of all Twitter users 48% of Facebook users 40% of YouTube users Just about all of SMS campaign & Mobile App users

WHAT MAKES GREAT MOBILE CONTENT?

Content is different on a mobile device

Mobile Friendly Content is…  Concise and small screen appropriate  Clearly structured and scanable With chunked text and using white space  In plain language  In a useful format PDF Links Links to non-mobile site Flash Video

Images EXCEPT for your social media presence, where pictures and images reign!

Video

Decision about Optimizing Optimize… – Highly trafficked resources? – Specific topics? – “On the go” resources? Tag everything? Complete or targeted review?

HOW DO MOBILE USERS ACCESS CONTENT?

API Feeds A program that creates a request/response message system Allows LH3 information to appear on… Mobile sites Mobile Apps Other platforms SMS Campaigns External Widgets

Mobile optimized website- entry point to your site designed for mobile users. Mobile apps provide information in a downloaded program on and offline. SMS provides information via text message in 160 characters or less. Sites, Apps & SMS Campaigns all use the API Feed!

LH3 Mobile Site

User Flow ChannelTopicSubtopic Category/ Tag Content Mobile Tag ChannelTopicSubtopicContent Full Site Mobile Site

From Dashboard to Mobile Device Tag Content assigned the mobile tag API API pulls tagged content into mobile site Users Users on mobile phones are directed to the mobile site and see only tagged content. For a complete training on setting up a mobile site, view our Mobile Platform Training, or contact and we will schedule a one on one

Mobile Resource

Current pilots Through a TIG with LawHelpNY and Legal Assistance of Western New York: LawHelpNY is the first to pilot a Spanish version of the mobile platform LawHelpNY is piloting LiveHelp on the mobile platform

Web Apps

SMS Campaigns User texts key word to SMS platform SMS Platform creates an information request with the LH3 API The LH3 database responds through the API with the requested information User receives information

Administrator View Tag Admin programs text conversation into SMS provider platform API Static links go to LH3 content or API pulls LH3 content into SMS platform Users User texts in and receives content

Current Pilot With a TIG grant with Georgia Legal Services Program: Four state-specific text campaigns are in pilot providing legal information for four different areas of law. Immigration LawHelp also maintains an SMS Campaign, providing access to their extensive organizational database and legal alerts to users.

Social Media for Mobile Twitter/Social Media Highlight on August 5 th Coordinator Call. Photos and video Short posts Calls to action and questions Engaged Users

CASE STUDY- M.LAWHELPDC.ORG Mike Grunenwald, LawHelp.org/DC Project Coordinator at DC Bar Pro Bono Program

LawHelp.org/DC Goes Mobile Mike Grunenwald D.C. Bar Pro Bono Program

Why did we do it? ●Client community mobile use ●Pro bono volunteer/ Clinic support ●Evidence of pre-existing demand

How did we select content? ●Selection strategy 1 -- triage ●Problems with strategy 1 ●Selection strategy 2 -- open admission

Post-launch optimization ●Content review -- back to triage ●Optimize for mobile during content review

CASE STUDY- SMS CAMPAIGNS Mike Monahan, Director at Pro Bono Project of the State Bar of Georgia

CASE STUDY- SMS CAMPAIGNS Mike Monahan, Director at Pro Bono Project of the State Bar of Georgia

EVERY STORY HAS A HERO “The Gift”

SMS and Marketing

40 KEY SECONDARY MESSAGES Your past informs, but does not dictate, your future. Tools for a better future are in your hands.

BRAND STORY ON A PAGE 41 Brand Mentor: The Innovative Defender Brave, creative and resolute, we protect others with a breakthrough model that provides accessible resources and support. Shadow: Hoping to reach everyone in need, we can sometimes cast too wide a net that complicates our process. Through focus we will address all needs in time. Brand Hero: The Motivated Citizen Our hero has faced a variety of challenges in her past, but her future is a clean slate. She knows a better future is waiting for her — she just needs the right tools to achieve it. Core Values: Respect, Justice, Prosperity Moral: Action requires access. Brand Gift: SMS

SMS Messages Your past shouldn’t block your future. The tools to climb legal barriers are in your hands.

SMS KEY WORDS ACTION (GA) DRIVE (WA) SAFE / SEGURA (NY) EXREC (IL) Text to

SMS Marketing Examples WA WA_final.pdf WA_final.pdf IL rDa rDa NY Materials.pdf Materials.pdf GA hvva#

SMS and Social Media Memes

SMS Messages

SMS USER VIEW Text 1 for information about debt collection. Text 2 if you have a garnishment. Text 3 for information about being sued. Msg&DataRatesMayApply Text “action” to Wage bit.ly/GarnWage Bank Account bit.ly/BAcct See bit.ly/GarnVid For more info, text MORE. Otherwise text NEXT. Info about wage bit.ly/GarnVid; Bank bit.ly/Bacct; bit.ly/GarBnk; Gen bit.ly/GuideGA R U a victim of ID Theft?

SMS Marketing Outreach

SMS Project Tagged resources / Baselines Marketing toolkit Key Messages Shared templates with editing instructions Marketing outreach strategy

Key questions as you leave Is your site/content/web presence… Easy to find on a mobile device? Easy to read on a mobile device? Easy to use on a mobile device? Is it… Current? Simple? Concise?

Don’t forget to take our feedback survey! Questions?

Thank you for attending today! Of Interest: Social Media and Twitter Highlights on 8/5/14 Coordinator Call! Next up: Creating and Presenting Training and Essential Resources on your probono.net siteCreating and Presenting Training and Essential Resources on your probono.net site in late August 2014 Letting your Content Roam: Tools and Strategies for Community Content PartnershipsLetting your Content Roam: Tools and Strategies for Community Content Partnerships on September 18th 2014 More information at: probono.net/learningcenter/