Developing Online Tools to Assist SRLs: The FAQ Approach William T. Tanner Legal Aid Society of Orange County

Creating Fact Sheets-SRL Conference June Why create a fact sheet 30,000 Callers Small Claims –90% access to internet while on phone. 10,000 Callers LRS –6,000 referrals –4,000 refer somewhere else 4,000 Walk-ins

Creating Fact Sheets-SRL Conference June How to decide which fact sheet to create Small Claims experience –Intake screen for first week 500 calls type out the question Review and organize

Creating Fact Sheets-SRL Conference June Collect Data Screen Start and stop timer Courthouse to file in What was the question? –Required the person to type question Was the question answered? –If no then box opens for name and number.

Creating Fact Sheets-SRL Conference June Results Sorted the questions –Vast majority fell with 19 general categories How to delay/continue/postpone a case How much does it cost? Where do I file? What do I do if I am sued? What is the statute of limitations for a small claims case? …

Creating Fact Sheets-SRL Conference June Uses- Answer Common Questions Train staff –Quality Control –If they parrot…not legal advice Fax to caller to caller Web

Creating Fact Sheets-SRL Conference June Uses- Interesting Questions Suing over a toll booth ticket Towed vehicle –Student’s vehicle towed Her task Then turned over to a law student

Creating Fact Sheets-SRL Conference June Success of Fact Sheets Local Forms –Application and Order to Serve the Secretary of State (borrowed from San Diego) –Application and Order to Serve by Posting Webpage numbers

Creating Fact Sheets-SRL Conference June Success of Fact Sheets

Creating Fact Sheets-SRL Conference June

Creating Fact Sheets-SRL Conference June

Creating Fact Sheets-SRL Conference June

Creating Fact Sheets-SRL Conference June Website Statistics

Creating Fact Sheets-SRL Conference June Focus Groups >80% start on the web to find answer And then want a person –Chat, telephone, in-person

Creating Fact Sheets-SRL Conference June Who Creates? Model fact sheet Loyola Law Students 12 Interns –Each had to create a fact sheet –Peer review Two other students had to review Expert

Creating Fact Sheets-SRL Conference June Bundling Fact Sheets Lead to a collecting judgments manual Small Claims Ultimate Guide

Creating Fact Sheets-SRL Conference June Low Literacy Transcend DCA –Legal Guides –Still want codes Attorney review Easy to research & update

Creating Fact Sheets-SRL Conference June Fact Sheets Become Cheat Sheets Attorneys use them in clinics

Creating Fact Sheets-SRL Conference June Questions