7 Year-End Tips for Your Law Firm

If you’re like us you’re probably asking yourself: how is it already mid-December? For a year that was filled with unprecedented challenges, it seemed at times like the year moved both incredibly fast and also at a snail’s pace. 2020 has been a strange year indeed, and it seems the passing of time this calendar year was no exception.

So, you procrastinated. November was a blur and now you find yourself with a long to do list to finish before the end of the year. Not to worry, you’re in good company. Even though there are only 8 working days left this year, there is still time to utilize time management best practices and some efficiency hacks. We’ve broken down some of our favorite ideas that can help you feel super productive by December 31st and set you up for unprecedented success in the new year.

Now Is The Time: Get Your Time Entered ASAP

This may sound like common knowledge, but if you have post-its piling up and ambiguous notes you emailed yourself with time entries for December, get those entered into your time and billing system as soon as possible. Even if you’re caught up as of the end of November, there is no time like the present to start tracking your time contemporaneously for the rest of the month.

Want to set up even better habits for next year? Studies show that lawyers that enter their time monthly lose up to 55% to 70% of their time while those that enter their time weekly lose only 25% – 30% of their billable hours. There is no denying that the best practice to make sure you’re capturing your time as efficiently as possible is to track time contemporaneously, or at least enter it into your cloud-based system daily. It may seem like a difficult habit to set in the new year, but anything less is downright wasteful.

Get Clarity On All Outstanding AR & Collect, Now

Even if you’ve got a handle on your outstanding bills for December, what about the rest of 2020? It’s crucial to run a report on all outstanding accounts receivable earned over 2020 thus far so you leave nothing on the table to write-off.  Once you’ve got a report on all outstanding AR you should plan to tackle uncollected bills methodically and systematically.

Before you start making collection calls, make sure that you gave your clients adequate payment options when you sent the initial invoice. Try resending all outstanding invoices with an electronic payment option with a “Pay Now” button directly in the email and invoice itself and offer clients a payment plan to pay down their invoice over time.

Make sure to customize the corresponding email to let clients know that you need to collect on the invoice in full before the end of the year to avoid negative tax consequences for your firm. Doing so sends clients a friendly reminder that they have a balance due and also gives them the flexibility of credit card and eCheck options for convenient and fast payment.

You should plan to resend outstanding invoices with an online payment option as soon as possible to attempt to receive payment in full without offering proactive discount. Doing so now ensures you still have an opportunity to send the client a final payment request the last week of the year with a discount for payment in full to avoid end of year write offs.

Utilize EOY Accounting Best Practices & Client Ledger Reconciliation

As an attorney, client trust accounting best practices are paramount. At the end of the year you should reconcile all trust account balances to make sure that your trust funds balance properly compared to your bank statements.

Depending on the rule of your state bar, you may be required to reconcile trust funds monthly, but doing so annually should be considered an absolute must regardless of the rules of your specific state. Take an extremely close look at your trust account balances and your firm’s ledger to ensure there are no discrepancies each and every year.

Maintaining a healthy trust ledger is important for a variety of reasons, but it can also help you make sure you’ve been paid for all outstanding work that can be billed against existing client trust balances. Run a report of all existing trust funds and compare against outstanding accounts receivables. If you’ve completed work for a client that has an existing trust balance you can invoice yourself and transfer the funds from your trust to your operating account to collect before year end.

Year In Review: How Profitable Was Your Firm?

Let’s not forget: law firms are businesses. One of the most important things you can do at the end of the year is measure your firm’s profitability. It sounds simple, but for many law firms it’s an intimidating idea. It actually breaks downs quite simply: measure your hard and soft costs against the amount you earned on average across your client list. In short, you want to measure your total costs versus your total revenue.

First, track and analyze your firm’s hard expenses, such as marketing. The more granular you can get the better. Can you measure what you spent to obtain clients in a specific practice area versus the amount you collected for that specific practice area? Doing so may help you identify valuable patterns like practice areas that may be performing better than others or particular billers that have a higher collection rate than others.

Next you should analyze your soft costs and overhead expenses. Are there areas where you can cut costs? One of the most underlooked areas is what your firm is paying in total software costs. Monthly SaaS fees for multiple pieces of software can add up. Choosing an all-in-one practice management solution could streamline your tools and lower your costs significantly.

Once you’ve got the data you need, you should assess whether your rates are adequate to cover your costs or if you should consider a rate increase. You may feel guilty or anxious at the thought of contacting clients if you decide to raise your rates, but doing so every few years is necessary to keep up with inflation and make sure that your firm continues to grow profitability.

Show Gratitude: Clients, Referral Sources, Vendors

There is no time like the present to let your most valued partners know how much you appreciate them, and doing so can go a long way. In today’s competitive landscape it’s important to remind clients that you’re grateful for their business and look forward to continued success in the new year.

If your firm relies on referrals or specific marketing channels or vendors for new or repeat business, let them know you care. It may be as easy as sending a heartfelt email or picking up the phone to check in. Even without a budget in place, something as simply as a handwritten note is enough. If you have a budget to allocate it’s always a great idea to send clients or partners personalized firm swag. If you didn’t give yourself enough time to get some company swag made and delivered, don’t worry. Show your gratitude by sending a bottle of wine or a basket of treats. Think of the cost as a 2021 marketing expense.

Planning Ahead: New Hire Roadmap & Marketing Planning

Last but not least, it’s time to plan for growth. If you’ve already looked at your firm’s profitability and found practice areas or referral partner patterns, the rest is easy.

Make a marketing plan to double down on channels and referral sources that are working and look for new marketing opportunities. It may be time to upgrade your firm’s digital presence with a new website or join a new referral group or chapter of your local bar.

You should also make a plan to handle the increased scale when your marketing efforts come to fruition: what is your next critical hire? Do you want to optimize for a specific profile of billable attorney or maybe you should bring on a new partner to open up opportunities in a profitable practice area. 2021 has endless possibilities and you should plan accordingly.

Bringing It All Together

As we close the books on another year (literally and figuratively) it’s all about taking stock of where you’re at, making up for any deficits as quickly as possible, looking for quick wins to close out strong, and setting yourself up for the successful year ahead. By following these seven tips, you can close out your year better than ever and help your firm get set up for healthy habits and increased profitability in the new year.


© Copyright 2020 PracticePanther
For more, visit the NLR Law Office Management section.

Getting the Most Out of Legal Rankings

It seems that every year, the legal rankings landscape gets just a little more crowded and a lot more confusing — but that doesn’t mean they aren’t important. With more than 1.3 million licensed lawyers in the United States today, there is a lot of competition. You have to demonstrate how you stack up — and that is where rankings, lists and awards come in.

Thousands of legitimate U.S. and international rankings, lists and awards recognize lawyers. The key is to prioritize the rankings that align most closely with your business development goals and then optimize your time and effort.

Developing a rankings program is no easy task, in part because it is an entire process. Where do you start? How do you get the information you need from your fee earners? How do you identify the best rankings for your firm? What should you include to make your submission or nomination stand out? Let’s break some of this down into bite-sized chunks.

Developing Your Strategy

Honestly assess your attorneys and practices relative to the competition, and prioritize those submissions you think are likely to be most successful. No firm and no lawyer can be all things to all people, so don’t try. Instead, use rankings to highlight the skills and experiences that set your firm or attorneys apart. Look for organizations or publications that evaluate these areas. Now, go through and evaluate each opportunity to make sure it’s credible and aligned with your business development goals. “Stretch goals” are great, and it is important to get on the radar of researchers, but remember that you need to focus and create realistic goals, too.

Gathering Information

When it comes time to collect the information needed for your submissions or nominations, think about ways to do this without requiring too much time from attorneys, since it is a non-billable activity.

One efficient method to collect information is through a template that is incorporated into the workflow for all client engagements. You might decide to have a trigger for this template: a certain value, area of practice, industry or whatever else fits your rankings plan. When you design your template, think about the requirements for all of the submissions you plan to make.

Writing Standout Submissions

Once you have your submission requirements, deadlines and information about the client work, it’s time to make the sausage: writing the killer submission. Most firms end up regurgitating their websites when providing information about their attorneys. Researchers can look your attorneys up online and get all of this information. What they can’t probably do is get details about your lawyers’ newest and most-interesting client work. Focus on that work.

Bring out your inner storyteller and weave work highlights into a narrative that sets you apart. As you write, think about how your team’s work is unique, special or first of its kind. This is your “sales pitch.” You want to make sure that whoever reviews your submission can’t help but agree that your lawyers are a cut above the rest.

If you are working on a submission to recognize a practice or an entire firm, rather than individual professionals, make sure to show depth. One or two rock stars do not make an exemplary practice or firm. It is okay for them to be your cornerstones, but you also have to showcase those who are coming up behind them, those who support them, etc.

Review Gaps

While gathering information to prepare a rankings submission, evaluate how you can improve your client service. Often, working to answer questions in the submission will uncover things like silos or gaps in communication between practice groups or offices. If you look at your submission and notice a lot of work in one area (and a lot of referral work in a complementary area), ask yourself, “Has the firm thought about expanding to serve this need?”

Think about Client Feedback

Many rankings submissions require client feedback. Figuring out who will be the “best” client to put forth will require some internal evaluation. Choose references whom you have worked with over the past 12 months and who can give a good overview of your work together. It is not necessary to pick the person with the highest title; it is best to pick the person who will respond to the email or pick up the phone and give an honest review of your firm. Once you’ve identified those clients, take some time to evaluate what they might say about you and how you could serve them more effectively.

Rankings organizations are essentially completing client satisfaction surveys. Are you doing these with your clients directly? If not, think about how you can incorporate client feedback into your client service continuum. Many lawyers are reluctant to ask clients for feedback, and then are surprised when clients take their work elsewhere. Feedback is a good thing; it gives you the opportunity to improve your service and build deeper, long-lasting relationships with clients.

Recognize Your Lawyers

When you complete nominations for individuals in the firm, you often learn interesting things about them that should be celebrated. Use this information to recognize lawyers internally. Have they volunteered a tremendous amount of time with a nonprofit? Are they mentoring students? Are they prominent in bar service or other professional leadership roles? Have they published something of value to colleagues? Acknowledging things like this will go a long way toward making your lawyers feel valued and appreciated. You can also acknowledge these activities through other firm channels, such as social media or public relations.

Repurpose, Repurpose, Repurpose

The valuable information you have gathered for your submissions can and should be repurposed for things like client alerts, articles, media relations or other thought leadership pieces. Viewing this time as a good investment will help make focusing on non-billable work appealing for lawyers.

Don’t Get Frustrated

Don’t be discouraged if your submission doesn’t generate immediate results. For the most part, this is a marathon, not a sprint. Each award is different, and getting an attorney or firm ranked is often a strategic, multi-year process. If the ranking organization allows, ask for feedback on your submission. This is a good opportunity to get an objective review of the quality of your submissions and how your practice compares with others.

You might not be overly enthused about the time it takes to participate in rankings and awards, but they are important to enhancing your firm’s credibility with current and prospective clients. Focusing on making the process as painless as possible and ensuring that you maximize the use of the information you collect will help to gain more buy-in.


© Copyright 2008-2020, Jaffe Associates
For more articles on the legal industry, visit the National Law Review Law Office Management section.

Law Firm Marketing Professionals Face High Levels of Stress, Pandemic Pressures, and Lack of Respect: Report

Law firm marketing and business development staff are stressed-out and the COVID-19 pandemic has only ratcheted up the pressure, the 2020 Legal Marketing Mental Wellness Report published by fSquared Marketing, a consultancy that specializes in working with law firms, shows.

In a survey of 400+ law firm marketing and business professionals, 96% agreed there is significant stress in the legal marketing field. 71% reported often feeling overwhelmed at work and 79% said that their work-related stress had increased during the pandemic.

“Legal marketers have seen their workloads increase this year, as they maintain firm communications and respond to the challenges of this crisis,” observes Lynn Foley, CEO of fSquared Marketing. “They are working hard to ensure their firms are providing timely updates, maintaining strong relationships with clients, and adapting to remote working and new communication channels such as webinar presentations and virtual conferences. At the same time, many professionals have had the threat of layoffs hanging over their heads or seen their marketing budgets slashed and projects put on hold.”

“During this time of COVID-19, they furloughed my co-coordinator. The amount of work in the department has not changed so I have taken on all her work as well.” one respondent to the survey said. “…They also reduced my pay. I am happy I still have a job, but I feel like my work product has suffered and my stress level has skyrocketed.”

Legal Marketing is a demanding profession, even in less difficult times. In 2019, fSquared Marketing ran a similar survey that illuminated many of the issues which re-emerged in the 2020 report including overwork, a lack of respect and a lack of understanding of the marketer’s role by lawyers.

“The 2020 report builds on our team’s previous research,” says Foley. “We expanded the survey this year and– in partnership with the Legal Marketing Association (LMA)—we were able to more than double the number of responses collected.”

Stress is Impacting the Health and Wellness of Staff

It’s widely recognized that there is a mental health crisis in the legal industry. A landmark 2016 study by the ABA and the Hazelden Betty Ford Foundation found that 36% of lawyers qualified as problem drinkers and 28% report mild or higher depression symptoms. Through initiatives such as The National Task Force on Lawyer Well-Being and ABA Commission on Lawyer Assistance Programs and increased media attention, the industry is starting to take this issue seriously and take steps to improve itself.

Yet law firm professionals have often been overlooked. As this 2020 report makes clear, marketing and business professionals at law firms are also under considerable levels of stress. Nearly 80% of respondents said that their stress, on a scale of 1-10, was a 7 or higher. And 67% said that stress was negatively impacting their ability to concentrate on the task at hand. 63% of respondents said that stress from work was affecting the quality of their sleep and 48% said that stress from work gave them psychosomatic symptoms such as headaches or stomach pain.

“Overwork is part of the problem,” notes Foley, “but this report also reveals compounding factors, such as a lack of understanding of the marketer’s role and, in too many cases, a lack of respect from lawyers.”

Marketers Dismissed as “Non-Lawyers” But Still Essential

Many respondents pointed to a divide between the lawyers and law firm professionals, often dismissively labelled as “non-lawyers”, as a source of stress. 67% of respondents said that lawyers do not understand their role or the work they perform. 40% agreed with the statement: “There is a lack of respect for me/my role by the lawyers”.

“Most of the stress I experience comes from feeling like the lawyers won’t let/don’t trust me to do my job,” said one respondent.

Another respondent said: “I don’t see how lawyers who don’t even value my contribution to the firm would ever value my mental health.”

At the same time, Marketing professionals are well aware of the value they bring to the table: 93% felt that they “have an important role to play at their firm”.

Legal Marketing Might Be More Stressful Than Marketing in Other Industries

Of those respondents who had previously held marketing positions in other industries, 72% felt that marketing in legal was more stressful.

Marketers who worked in-house at a law firm were more likely to report feeling overwhelmed and disrespected than external marketing consultants with law firm clients.  Not surprisingly, in-house marketers also reported lower levels of job satisfaction than their external counterparts.

Taken together, this indicates that there are factors endemic to law firms that increase workplace stress. Several respondents pointed to a culture of perfection, the rigidly hierarchical nature of most firms, and the billable-hour model as culprits. “This job is custom-built for stress,” noted one respondent.

“We work at the request of lawyers, who don’t think about marketing or business development during the work day. Therefore, they contact us after the work day.  So by definition, our work needs to be completed after hours and on weekends.  Holidays are nonexistent. PTO is nonexistent. All that exists is a gigantic, gaping maw of legal work that needs to be done.  There is no escape.”

Skills Training the Most Requested Type of Law Firm Support

Access to training was the number one resource that legal marketers thought would help them to alleviate stress. 79% of respondents said that access to marketing/business development/technical training would help them to limit their stress.

Training was seen as more useful for managing stress than access to mental health professionals and mindfulness coaching. Access to external marketing resources to provide assistance on a project basis was seen as the second most useful form of law firm support for mental wellness and stress management.

“Marketing is a fast-changing field and it can be challenging to stay on top of new tech, changing client expectations, and methods,” notes Foley. “Law firms that provide their professionals with regular access to high-quality training will help their marketers to manage the pressures of the job while also empowering them to deliver meaningful results for their firm.”

Towards a Better Model

Research in workplace psychology has consistently found that employees perform to their highest potential when they feel respected, challenged but not overwhelmed, and valued for their contributions.

COVID-19 will continue to send shockwaves through the economy at large with implications for the legal market. Law firms that foster resilient, supportive cultures have an advantage in weathering downturns and periods of turmoil and emerging from the other side of the pandemic in a dominant market position.

“I know from firsthand experience how stressful it can be to work in-house at a law firm,” notes Foley. “This is always going to be a demanding profession within a high-pressure industry, but incivility and burnout benefit no one. This report shows how widespread these issues are in our industry. But they aren’t universal, and that is a cause for hope. Many law firms have fostered cultures of work-life balance and mutual respect. It’s possible and demonstrably profitable to ensure that law firm professionals feel understood, included, and valued for their contributions.”


© Copyright 2020 fSquared Marketing
For more articles on the legal industry, visit the National Law Review Law Office Management section.

It’s a Privilege, Not a Right: Best Practices for the In-House Lawyer

In-house lawyers know that an email is not automatically cloaked in privilege just because a lawyer is copied on the communication. But when exactly are communications and information privileged, and when are they not? Are there risks for inadvertent waivers that an in-house lawyer might not be thinking about? And could working remotely affect privilege? This article outlines what in-house lawyers should know about the attorney-client privilege and work-product doctrine and the top four things that in-house lawyers should communicate to clients about protecting privilege.

The Basics

  • Although each jurisdiction has its own privilege definitions and rules, generally, the attorney-client privilege protects confidential communications between an attorney and client, including a client representative, made for the purpose of rendering professional legal services.

Practice Tip: Even if you believe a written communication is privileged, write it thinking that someone else will see it — indeed, that someone may be a judge or jury.

  • Whether privilege protects an in-house lawyer’s communications depends on the predominant purpose of the communication. If the objective is legal advice, then the communication is privileged, so long as it is confidential and between lawyer and client. Alternatively, if the lawyer is acting as a business negotiator or advisor, then the communication probably is not privileged.
  • An in-house lawyer fulfills multiple roles, sometimes even within the same communication. Just because part of a document is privileged doesn’t mean that the entire document is; assume that, in later litigation, the document would be produced with only the privileged parts redacted.

Practice Tip: Remember the telephone — some things are better said than written.

  • The work-product doctrine protects material, mental impressions, conclusions, opinions, or legal theories developed in anticipation of litigation. It is both broader and narrower than the attorney-client privilege. It is broader in that it does not require that the communication be confidential and therefore is less at risk of waiver. It is narrower in that it only applies once litigation is anticipated.

Practice Tip: To best protect attorney work-product, implement a litigation hold as soon as litigation is reasonably anticipated.

Who Owns the Privilege?

Both the attorney-client privilege and attorney work-product belong to the client, which is the company, not its employees. It does not belong to the attorney, so an attorney can neither invoke nor waive the privilege if the client desires the contrary. As such, decisions about waiver of the privilege should be made by the company’s management in consultation with its counsel.

Practice Tip: When appropriate — for example, in interviews during an internal investigation — counsel should caution an employee that information he or she tells counsel may be disclosed by the company at its discretion. Additionally, training employees about privilege and common ways that privilege can be inadvertently waived will help keep privileged information privileged.

Privilege: Third Parties and Common Interests

The attorney-client privilege extends to clients, clients’ agents or proxies, lawyers, and lawyers’ agents or proxies. A voluntary disclosure to persons outside of that group typically waives the privilege. However, not all communications with third parties will waive privilege, so it is important to understand when privileged information can be shared with third parties and when it cannot.

Practice Tip: Even if someone is on your team, such as your accountant or insurer, disclosing confidential information to them may waive the privilege.

Accountants – Many jurisdictions do not recognize an accountant-client privilege, including federal courts, the District of Columbia, and states such as California, Texas, New York, and Virginia. Nonetheless, communications between in-house counsel and an accountant may be privileged if the accounting services enable the rendition of legal services. However, in this context, the line between legal services and business purposes is often hard to draw.

Auditors – The general rule is that disclosure of attorney-client communications to an auditor waives the privilege.

Insurers – Communications between an insured and its insurer are not automatically privileged. Nevertheless, most states recognize that, under certain circumstances, those communications may be shielded from discovery by the attorney-client privilege if they concern a potential suit and are predominantly intended to be transmitted to insurance-appointed defense counsel.

Investment Bankers – Communications between lawyers and investment bankers may be privileged if the purpose is to obtain legal advice for the client, especially if counsel engages the banker. In limited circumstances, if the investment banker improves the comprehension of the communications between the attorney and client by translating or interpreting information given to the attorney by the client, then the communication may be afforded protection. In other instances, communications may not be privileged.

Practice Tip: As a general rule, it is safer for counsel, whether in-house or outside counsel, to engage third parties if privileged information is to be shared.

Consultants – In jurisdictions following the “subject matter” test, which allows disclosure of privileged information to employees who need to know the information, privilege may extend to outside consultants who are the functional equivalent of an employee.

Counterparties – Disclosing privileged materials to another company during due diligence, even under a non-disclosure agreement, likely waives the privilege. To avoid waiver, keep privileged materials out of data rooms.

Common Interests – During litigation, counsel for parties with aligned interests may engage in confidential communications regarding matters of common interest. The existence of this “common interest” can expand the privilege to insulate communications from disclosure. Likewise, in business transactions, some courts recognize a common interest privilege that would protect communications between counsel for corporate parties if the purpose of the communication is to further a nearly identical legal interest shared by the parties, but other courts do not. Appropriate documentation can bolster an assertion of a common interest privilege if it is later challenged.

Practice Tip: Don’t rely on corresponding parties to label drafts and correspondence as subject to a “common interest” privilege. Labeling tends to be inconsistent and can create a false sense of security. Instead, parties should enter into a formal common interest agreement and educate their agents and employees about what is covered.

Don’t Waive the Privilege Inadvertently

A client may waive its privilege either expressly or implicitly by conduct that extinguishes one of the necessary elements of the privilege. Waiver of privilege can have disastrous implications for a waiving party’s case and possibly its reputation, especially when done inadvertently. Being aware of potential pitfalls for inadvertent waiver can avoid these negative consequences.

Working from Home – People are working from home now more than ever, and working remotely may be here to stay. As such, it is crucial to recognize the bounds of the attorney-client privilege when working outside the walls of your office. First, beware of using personal devices that may not have secure data storage or internet connection, such as public Wi-Fi networks. Second, make sure that you are working away from roommates, family, spouses, and neighbors to avoid them overhearing confidential communications. Third, make sure computers are not left unlocked and physical files and notes are adequately secured when not in use. Lastly, be mindful of artificial intelligence assistants like Amazon Echo and Google Home. A persuasive opposing counsel may make the argument that any communication made in the presence of such a device waives the attorney-client privilege. Because this is a novel issue, the best practice is to make sure artificial intelligence assistants are unplugged near your work area.

Special Committees – If a special committee of the board of directors retains counsel, the client is the special committee and not the full board. Consequently, disclosure of privileged information to the full board may constitute a waiver.

Parents and Subsidiaries – If a parent and subsidiary are represented by the same counsel, then they are generally considered joint clients, and the privilege extends to both. This means (1) one cannot shield privileged communications from the other, and (2) neither can unilaterally waive the privilege. To avoid this result, consider (1) employing separate counsel for subsidiaries; (2) limiting the scope of the joint representations; and (3) retaining separate counsel when interests may diverge.

Mergers and Acquisitions – In a merger or acquisition, absent an agreement to the contrary, privilege passes to the surviving or acquiring company. To avoid awkward disclosure of privileged information—including about the negotiation of the acquisition—address privilege in transaction documents by (1) defining the scope of the deal lawyers’ representation; (2) disclaiming the duty to disclose privileged information to the buyer; and (3) agreeing that the seller’s privilege does not transfer to the buyer.

Shareholder Litigation – A company generally can assert the attorney-client privilege against its shareholders. However, some courts, including the Fifth Circuit and Delaware Supreme Court, have adopted a fiduciary exception to the attorney-client privilege when the company is in a lawsuit against its shareholders. In such cases, the privilege may be invaded if shareholders show good cause. The Second Circuit has suggested that it would also apply the exception under the right facts.

Voluntary Disclosure to Lower Level Employees – Disclosure of privileged information to a “control group” — higher-level employees in a position to control or even take a substantial part in a decision about any action which the company may take upon the advice of the attorney — does not waive the privilege. In most states, even disclosure of privileged information to non-“control group” employees does not waive the privilege as long as those lower-level employees “need to know” the information – the so-called “subject matter” test. However, be aware that some jurisdictions — notably Illinois — still use the “control group” test, which considers disclosure of privileged information to any lower-level employee as a waiver.

Practice Tip: To protect the privilege, be sure to exclude lower-level employees from privileged communications as soon as they no longer need to know the information being discussed.

“At Issue” Waiver – If a party places its privileged information “at issue” in a lawsuit, the attorney-client privilege is generally waived. Waiver occurs if the party places the privileged information “at issue” through some affirmative action for its benefit and maintaining the privilege would be manifestly unfair to the opposing party. Examples of an “at issue” waiver include: (1) when the client testifies or offers evidence of otherwise privileged communications; (2) when the client places the attorney-client relationship directly at issue; and (3) when the client asserts reliance on its counsel’s advice as an element of a claim or defense. “At issue” waivers likely extend to the entire subject matter. Plan accordingly if reliance on legal advice may be needed to support a claim or defense, thereby waiving the privilege.

Privilege: What to Tell Your In-House Client

Part of your job as in-house counsel is educating your client about privilege. Here are the four most important things to communicate to your client:

  • A communication is not privileged just because an in-house lawyer is copied on it. Be careful what you say, no matter who the audience is.
  • Pick up the phone when you are uncertain. While privilege issues are certainly still in play in oral communications, using the phone instead of writing information may save you trouble down the road in litigation.
  • Disclosure of privileged information to a third party waives the attorney-client privilege — and there are no exceptions for spouses, family, roommates, or neighbors. This is particularly important when discussing privileged information while working remotely.
  • There are limited instances in which privileged material can be disclosed to third parties without waiving the privilege, but such disclosure should never be done haphazardly. Always ask in-house or outside counsel before sharing or disclosing privileged information with an accountant, consultant, insurer, or other third party.

Copyright © 2020, Hunton Andrews Kurth LLP. All Rights Reserved.
For more articles on the legal industry, visit the National Law Review Law Office Management section.

Building Resilience for the Stressful Times Ahead

Even in perfectly normal years, the last few months seem to be abnormally stressful.  This year, the ongoing pandemic will heighten the stresses your internal clients will experience.  You can help them by communicating that everyone is feeling a bit stressed right now and sharing strategies that your clients can use to help build resilience.

How stressed are we?

Since 2007 the American Psychological Association (APA) has issued an annual report on the “state of the nation,” with a specific focus on stress.  Earlier this year the group decided to take a monthly “pulse” to understand how individuals are processing key events that have occurred.  Thus, far they have issued three separate reports.

Among the key findings are the following:

  • Most Americans are experiencing considerable stress related to the coronavirus.  They also report higher levels of general stress than in recent years.
  • On average, American parents feel higher levels of stress than adults without children.  Parental stress relates to education, basic needs, access to health care services and missing major milestones.
  • Following the May 25th death of George Floyd, more than eight in ten Americans reported that the future of the nation is a significant source of stress.  Around seven in ten Americans reported that this is the lowest point in the nation’s history that they can remember.
  • Stress levels related to the pandemic remained generally consistent throughout the spring and summer.  On a scale of one to ten, the levels of stress reported were 5.9 in April/May, 5.6 in May/June and 5.7 in July.

Among concerns lawyers express in terms of managing work, JD Supra reports 32% worry about managing the current workload during the crisis, 31% worry about a broader slowdown in overall business, and 23% worry about collaboration between and among remote employees.

Should lawyers be particularly aware of the need to manage stress?

Absolutely yes.  Research undertaken by the American Bar Association and the Hazelden Foundation in 2016 found, “[l]evels of depression, anxiety, and stress among attorneys … are significant, with 28%, 19%, and 23% experiencing mild or higher levels depression, anxiety, and stress, respectively.”  The research further noted that “61% reported concern with anxiety at some point in their career…”  Additionally, it revealed “higher levels of depression, anxiety, and stress among those screening positive for problematic alcohol use.”

For additional information, read “The Prevalence of Substance Abuse and Other Mental Health Concerns Among American Attorneys,” Journal of Addiction Medicine, February 2016.

Martin Seligman, Director of the Positive Psychology Center at the University of Pennsylvania, has postulated that American lawyers may be particularly susceptible to depression, anxiety and stress for three significant reasons:

Pessimism – According to Seligman, the “pessimist views bad events as pervasive, permanent, and uncontrollable, while the optimist sees them as local temporary and changeable.”  He further notes that “pessimists are losers on many fronts.  But there is one glaring exception:  Pessimists do better at law.”

Low Decision Latitude in High Stress Situations – Decision latitude refers to the number of choices one believes he or she has on the job. Individuals who work in fields in which high demands are placed upon them and they experience low decision latitude, i.e., there is one right and one wrong option, experience higher levels of depression and cardiovascular disease.

Win-Loss Perspective – Seligman writes, “American law has…migrated from being a practice in which good counsel about justice and fairness was the primary goal to being a big business in which billable hours, take-no-prisoners victories, and the bottom line are now the principle ends.”

For additional information, read M. Seligman, “Why Are Lawyers So Unhappy?” (2016)

What are the signs that someone is stressed?

According to the APA, the coronavirus pandemic “is an epidemiological and psychological crisis.”  Everyone needs to be aware of the signs of anxiety, depression and suicide so that we know when we’re struggling as well as when a colleague, client or family member might be at risk.

The APA cites the following:

Signs of anxiety

  • Persistent worry or feeling overwhelmed by emotions.
  • Excessive worry about a number of concerns, such as health problems or finances, and a general sense that something bad is going to happen.
  • Restlessness and irritability.
  • Difficulty concentrating, sleep problems and generally feeling on edge.

Signs of depression

  • A lack of interest and pleasure in daily activities.
  • Significant weight loss or gain.
  • Insomnia or excessive sleeping.
  • Lack of energy or an inability to concentrate.
  • Feelings of worthlessness or excessive guilt.
  • Recurrent thoughts of death or suicide.

Risk factors for suicide

  • Talking about dying or harming oneself.
  • Recent loss through death, divorce, separation, even loss of interest in friends, hobbies and activities previously enjoyed.
  • Changes in personality like sadness, withdrawal, irritability or anxiety.
  • Changes in behavior, sleep patterns and eating habits.
  • Erratic behavior, harming self or others.
  • Low self-esteem including feelings of worthlessness, guilt or self-hatred.
  • No hope for the future, believing things will never get better or nothing will change.

What can we do to combat stress?

Long-term, chronic stress can affect physical health. The American Medical Association reports that chronic stress contributes to cardiovascular disease (related to high blood pressure, truncal obesity, and high lipid levels) and diabetes (high glucose levels) and osteoporosis (bone density). It also impacts our ability to think clearly.  Throughout the pandemic, several of my clients have reported difficulty focusing on projects for extended periods of time.  They have found that the best way for them to stay productive is to break the day into 15-minute spurts of focused activity, followed by a brief diversion, and then repeat.

According to the APA, the most effective strategies for reducing stress include the following:

  • Maintaining a healthy social support network;
  • Engaging in regular physical exercise; and
  • Getting an adequate amount of sleep each night.

Senior lawyers and other managers should implement the following additional strategies:

Create structured team and individual check-ins – Senior lawyers shouldn’t make the mistake of seeing this additional management responsibility as yet one more item that keeps them from tackling client emergencies and other billable work.  The team and one-on-one conversations that senior lawyers conduct throughout the upcoming winter months may be the single most important thing that they can do to ensure junior associates develop professionally and feel connected.  Even brief check-ins will help the firm retain its best associates long after the pandemic ends.

Communicate when it’s best for others to reach you – Junior associates are desperate to communicate with partners and yearn for the serendipitous conversations that used to occur in hallways and dining rooms.  Many are also hesitant to reach out to senior lawyers, because they know most partners are extremely busy tending to client needs.  Senior lawyers should block out some portion of each workday and let juniors know that you will be available to take their calls during that time.

Offer encouragement and emotional support – Throughout the course of their careers, senior lawyers have withstood several national crises, including the Great Recession of 2008, 9/11, the bursting of the dot com bubble, etc.  When the pandemic emerged, they had the benefit of perspective, something junior lawyers don’t yet possess.  Senior lawyers can help juniors better cope by sharing what they learned from previous crises.

Many junior lawyers feel terribly isolated, expressing concerns that they are losing professional relationships daily.  Remind them to take initiative and affirmatively reach out to others…make one call a day to a peer in their practice group, a colleague in another department who is in their starting class, a law school classmate at another firm, or one of the firm’s newest associates.

If senior lawyers fail to initiate conversations, associates must be encouraged to reach out.  As I recently told one junior associate, a good rule of thumb for succeeding at life is:  if you don’t ask, you won’t get.  If you feel the need for a mental health day, you need to ask for it; if you want to work on a specific client project, be prepared to ask to join the team; and if you need 10 minutes of a partner’s time to better understand the parameters of an assignment, send a meeting request immediately.  Juniors should be reminded that they won’t always “get” everything that they request, but they will increase the sense that they’ve taken control of their careers by asking.


© 2020 Mary Crane & Associates, LLC
For more articles on the workplace, visit the National Law Review Labor & Employment section.

Inclusivity and High Performance Begins with Psychological Safety

A workplace where employees believe they can speak up candidly with ideas, questions, and concerns, and even make mistakes without fear of reprisal or adverse repercussions, contributes to inclusivity and can improve performance. In such a work environment, employees feel comfortable asking questions, admitting what they do not know, or expressing their work-relevant thoughts and feelings. This construct is called psychological safety.

According to Lisa H. Nishii, Ph.D., Associate Professor of Human Resource Studies and Director, International Programs, in the School of Industrial Labor Relations of Cornell University, with regard to psychological safety:

The issue to think about here is if team members can’t bring themselves to speak what’s on their mind — that is they censor themselves, then they won’t experience inclusion, nor will the group benefit from their perspectives. If team members don’t trust each other, then they’re going to waste time and energy thinking about what they should say, and what they shouldn’t say, and wonder about the true intentions of their peers when they’re interacting with them.

In comparison, when employees feel free from worrying about repercussions, how they will be perceived, or what people will think of them, they are able to be more engaged and connected in the workplace. They spend less time and energy being stressed or anxious, can create more mental space to think creatively, share their unique perspectives, and are more actively engaged in problem solving.

Psychological safety is important for all employees to feel included and is particularly important for employees who have been historically underrepresented in a particular field or workplace. I recall an early experience as an African American attorney working in a predominantly white law firm. On the first day, I filled out paperwork in a large conference room decorated with portraits of the founders of the firm — all white men. I was introduced to the office manager and head of the class action practice group — all white. I was then provided a firm manual on trends in class action litigation including photos of the authors — all white. One of the initial messages conveyed to me from seeing these images was that I did not belong. These initial messages, compounded with seeing few African Americans at the firm and even fewer in leadership positions, created an environment where I did not feel safe to ask questions, fully engage, or share my viewpoint or perspective — not because of a lack of skill or talent, but because my environment did not feel safe to authentically show up in.

Psychological safety assists in creating an inclusive environment. Inclusion enhances performance and retention, which furthers a company’s ability to meet its goals and financial targets. However, in order for organizations to get the benefits of inclusion, employees from underrepresented groups need to feel comfortable presenting their authentic selves. If an employee does not feel welcome or included, the employee will engage, if at all, out of obligation and not with the uninhibited feeling of being a part of a psychologically safe organization.

Here are six tips to create psychological safety for employees in the workplace, particularly for employees who have been historically underrepresented:

1. Understand Stereotypes and Preconceptions, and Conduct a Diversity and Inclusion Assessment

We all have conscious and unconscious biases. Unconscious biases are more concerning because, by definition, we are not fully aware of them. Unconscious biases are beliefs about certain groups of people that individuals form outside their own conscious awareness. A critical step in creating psychological safety is to understand one’s personal biases, along with those of the organization.

Therefore, an initial step in creating psychological safety is discussing bias, as well as conducting anti-bias training. Additionally, conducting a diversity and inclusion assessment can provide your organization a data-driven understanding of the current workplace demographics and culture around diversity and inclusion. Weldon Latham, founder of the unique Jackson Lewis Corporate Diversity Counseling Group, has been representing Fortune 200 companies and conducting diversity and inclusion assessments for over 20 years. He advises:

Implementing diversity initiatives in a vacuum can actually be harmful to an organization. A better approach is to conduct a diversity, equity, and inclusion (“DEI”) assessment of key metrics and cultural indicators, and prepare a DEI Strategic Plan that will inform the development of effective initiatives.

2. Empathize and Be Curious

Put yourself in the shoes of a new employee and try imagining what they are going through. This is even more important when the incoming employee is of a different race, age, gender identity, sexual orientation, ability, or status different from the majority of employees in the same or similar role. Organizations might be tempted to apply a one-size-fits-all approach to creating teams or assigning supervisors without understanding the potential for individuals who are underrepresented to feel excluded. You may need to empathize with the experience of an employee who finds themselves doubted or judged because of personal characteristics. This might alter how you create teams or assign supervisors.

As a result, curiosity becomes important. According to dictionary.com, curiosity is a “a strong desire to know or learn something.” As it relates to diversity, curiosity is having a strong desire to learn about the experiences of others to create an environment where employees feel seen and heard, and uninhibited to share their perspectives.

Empathy and curiosity in the workplace include taking the time to ask employees about their ideal supervision: the style of communication (email or call), type of feedback (direct or example), and frequency of checking in (daily or weekly). It does not mean accommodating all of these requests, but listening and trying. This not only builds trust but encourages employees to “buy in” or feel engaged if they feel they have had some say-so in their work experience.

3. Onboard with Intentionality

An important step in mitigating cultural barriers occurs at the start of employment. Michael D. Watkins stated in his Harvard Business Review article, “7 Ways to Set Up a New Hire for Success,” effective onboarding “brings new employees up to speed 50% faster, which means they’re more quickly and efficiently able to contribute to achieving desired goals. Effective onboarding also dramatically reduces failure rates and increases employee engagement and retention.”

Often employers believe in hiring talent and providing training over time. But making efforts to help employees feel welcome and valued upfront will build confidence and belief that they belong. It will also reduce stress and anxiety and create an initial feeling that it is safe to engage or add value. Moreover, if an organization lacks diversity, careless onboarding can heighten feelings among underrepresented employees of not belonging.

4. Be Consistent

Litigation often results when communication and behavior are not aligned. Make sure your actions in the workplace match your messaging. Over the past several months, employers have released statements about racism and made various commitments to diversity and inclusion. Similarly, more employers are requiring implicit bias training. Public statements and training, however, must result in changes in workplace behavior, otherwise you lose credibility with employees.

Similarly, some workplaces have “unwritten rules” on achieving success. This runs counter to an inclusive environment because there is inconsistency between written metrics for performance and promotion and the realities of the workplace. If an inclusive environment was in place and functioning, there would be no need for “unwritten rules.” Until that is the case, knowing the “unwritten rules” or what you are “up against” at a minimum empowers an individual to make more informed decisions about navigating their way in the workplace.

Psychological safety ultimately involves trust, which takes time to build and work to keep. If an employer’s actions around diversity and inclusion are inconsistent with its messaging to employees or to the public, the employer will lose credibility. Employees, particularly those who are underrepresented or who have been marginalized, will feel less safe in the workplace because of these inconsistencies.

5. Develop Opportunities for More Interpersonal Interactions

Employees need to have more opportunities to interact organically to form social bonds and trust over time. I can recall as a junior attorney speaking with a white senior attorney whom I was starting to work with more. She asked about my weekend. I responded that I went to a concert. She asked, who did I see? I felt uncomfortable saying “Public Enemy” because I felt she might not know them or might judge me in a way that would negatively impact our working relationship. Instead, I answered “a band I used to listen to in college.” As we worked together, we were able to get to know one another more and I was able to share more about myself. Through this rapport, we both realized we had more in common than we may have initially perceived. As I built social ties, it was easier to ask for help, acknowledge when I did not know something, or challenge a strategic decision.

When management takes the time to build an understanding of other people, it becomes more comfortable to speak up. It is helpful for workplaces to think of ways to foster and support positive, healthy interactions among employees. This may include collaborations across teams, informal discussion at periodic team meetings, or setting boundaries and expectations for employee interpersonal engagements that are informed by inclusion.

Moreover, if employees feel more comfortable in the workplace, they are likely to discuss any disputes internally and seek to resolve them cooperatively.

6. The Value of a Diverse Pool of Employees

When you create a work environment where employees see a representation of themselves in varying positions within the workplace, they are more likely to feel comfortable being themselves. One way to help achieve this is to increase the diversity of the pool of candidates considered for positions. The Rooney Rule in the National Football League and the Mansfield Rule adopted by numerous law firms are two examples of ways to increase diversity within all levels of an organization.

Diversity and inclusion is a journey. Like most journeys, a well-crafted vision is key to its success, but be wary of legal traps. Failing to think strategically about diversity can result in employees feeling unsafe in the workplace. A well-crafted diversity and inclusion strategy fueled by data from a diversity assessment creates more employee engagement, less employee turnover, and, importantly, helps reduce stress, anxiety, and fear that may result in litigation.


Jackson Lewis P.C. © 2020
For more articles on the legal industry, visit the National Law Review Law Office Management section.

Four Tips to Retaining & Sustaining Your Team’s Motivation During COVID-19

It’s no surprise the novel COVID-19 pandemic is upending the lives of employees who are struggling to focus and stay engaged at work as fears of becoming unemployed or ill loom. As partners grapple with staff changes, juggling client and colleagues’ expectations and adjusting to a new work environment, now more than ever, they’ll need to step in and navigate the new reality of the workplace during this global crisis in order to maintain their employees’ morale. Here are a few ways to keep your team motivated and engaged during these unprecedented times:

  1. Celebrate the big and small wins: No small effort goes unnoticed. Try celebrating small wins, such as a successful call with a potential client, a project being finalized ahead of schedule, or brainstorming a creative idea that piques the client’s interest. Notify other team members as well so everyone can share in the celebration. The big wins almost always receive recognition but getting into the habit of showing appreciation for the small victories will keep staff optimistic and productive.
  2. Proactively assist with other projects: Being buried in projects makes employees feel overwhelmed, stressed and anxious. If you notice an assignment is taking them longer than usual, offer to support certain elements of the project or provide suggestions on how to streamline the process. Another helpful solution is extending deadlines and pulling in other team members that can contribute in a meaningful way. This not only fosters a sense of collaboration, but it creates a healthy manager-employee relationship that survives trying times.
  3. Conduct regular check-ins: With the simple touch of a button, you can connect with people in an instant via FaceTime, Zoom, or Skype. By scheduling and consistently checking-in with your colleagues every week, you allow them the opportunity to voice their concerns and strategize next steps without back and forth emails and text. It also allocates time for human interactions and closeness to help diminish feelings of isolation and loneliness.
  4. Laughter is the best medicine: Who says work must be boring? If you see an article that relates to your industry and it has an interesting or humorous angle, share it. Laughter is the best medicine in hard times and can serve as a stress reliever. Every time you come across something positive, routinely send it around as a “thought you might like this!” to solicit a laugh or two.

Every day presents new opportunities and new challenges. While there’s no clear answer as to when things will return to normal, here’s one thing employers should never forget: a community-driven experience always enables individuals to go the extra mile.


© 2020 Berbay Marketing & Public Relations
For more articles on the legal industry, visit the National Law Review Law Office Management section.

Toward a More Expansive View of Mentoring

Mentoring has increasingly been recognized as a critical ingredient of success in many endeavors in individuals’ lives. In many instances, however, mentoring tends to be depicted as a relationship where a senior leader takes a junior professional under their wing and imparts the “formula” for success. Thus, mentoring programs often focus on pairing each junior employee with one senior person who is designated as their mentor.

Our firm’s mentor surveys and interviews indicate that while such pairings can lead to desired outcomes, investing in building and maintaining a more expansive view of mentoring is likely to be even more effective. Cultivating a shared understanding that each individual can be an effective mentor in their area(s) of comparative strength encourages long-term mentoring relationships that emerge and evolve organically, and enables an organization to make the most of its mentoring resources.

While there is widespread consensus that mentoring is critical to the long-term success of an organization, defining mentoring is more challenging than it seems at first glance. When asked, each of our firm’s leaders defined it slightly differently, as a “process,” “form of leadership,” “opportunity,” “mindset,” “set of actions,” or “ability,” among other things. Realizing all of these responses are valid, we find it helpful to focus not on what mentoring is but rather on the behaviors that are involved in effective mentoring. We organized our approach by segmenting mentoring into four distinct elements—feedback, opportunity creation, connections and counsel, and role modeling. We discuss each of these in turn, including specific recommendations for both mentors and mentees from our mentor surveys and interviews.

Feedback

Mentors play a critical role in recognizing positive contributions, offering specific coaching on work-product or delivery, and providing direct, clear, and actionable feedback to mentees. Assigned evaluator roles for performance review purposes can be the basis for mentoring relationships to take hold. However, our data indicate that the most effective mentor relationships are not based on an assigned evaluator role. Many of our survey participants indicated that working together on projects provided the best opportunity for feedback. To take advantage of that opportunity, a mentor should “give real-time feedback, discussing what is the best way to handle a given situation and why.”

Opportunity Creation

In developing future leaders, it becomes increasingly important for mentors to proactively identify opportunities that not only enable the firm to serve its clients or customers in the best possible way but also align with mentees’ career plans and create “stretch roles” to accelerate their career development. It is valuable to “be explicit when you are providing an opportunity to an individual. For example, when you would like to staff an individual on a project that will help them develop expertise in given area, don’t just ask them to work on the project—explain why this is an opportunity.” Mentees benefit greatly from a targeted approach to opportunity creation: “Think of providing specific opportunities to specific people … for example, staff individuals on repeat projects with the same clients so that they can develop client relationships.”

Mentors should not see their role as limited to personally offering opportunities to mentees but rather take a broader perspective. For example, they should “watch out for opportunities for their mentees, inform them of opportunities they may not be aware of (because mentors have a more firm-wide view than mentees), and make the connections they may need to take advantage of such opportunities.”

Mentees have to share this responsibility, in part by being specific about what opportunities they are interested in, such as opportunities involving a particular topic, a stretch role, or a particular client. This allows the request to have “the benefit of triggering a memory when an opportunity arises, rather than leaving it to chance for a mentor to make the connection.”

Effective opportunity creation can also take the form of the mentor sharing their network with the mentee, making introductions, and/or creating visibility for others who do not have exposure to the mentee. Mentors should “help others around the organization get to know their mentees, their strengths and their contributions.”

Mentees should “ask their mentors for ideas and help in creating connections to other potential mentors.” In this context, the emphasis on the importance of female-to-female mentoring represented the only discernable distinction in comments we received from female and male participants in our mentor surveys and interviews. As one female survey participant commented: “I need female mentors to ask about things such as how to assert myself while being genuine.”

Connections and Counsel

Mentees often seek information about how to navigate the organization and career development in general, or a complicated situation in particular. Acting as a thought partner in providing career counsel that is both specific to the individual and actionable is critical to the development of future leaders: “Rooting for an individual and helping them with specific problems is great, but not sufficient. Your mentees also need partnering to help them think through their career goals and how to achieve those goals.”

In addition, mentors should “remember that just telling mentees the variety of things they can do to advance in their careers is not sufficient. Mentees need help figuring out how to prioritize the various things they can do. Mentors should ask questions that identify areas where their mentees ‘don’t know what they don’t know.’ They should share what they can to demystify how things work, with a client or expert, within the firm, or within our industry.”

This involves “recognizing and sharing patterns mentees may not see. One of the benefits of experience is pattern recognition. Often, the things mentors take for granted due to experience are very illuminating when shared with mentees who have less experience.” As a corollary, mentees “should be specific in asking questions that mentors can react to, as opposed to broad questions like ‘what should I do with my career?’, which is hard to respond to in a meaningful way.”

Role Modeling

Role modeling as a mentor is most effective when it goes beyond leading by example. In its most complete form, role modeling includes actively mentoring future mentors, rather than assuming that mentees will naturally invest time in mentoring others. Senior leaders can explicitly ask those in managerial roles to “talk to their team members who have management responsibilities about expectations and strategies for mentoring on teams.” Leaders can “create a culture of accountability for mentoring on teams by regularly asking about how team members are doing and how the team can be effective together in developing each other.”

In addition, one of the most powerful levers for effective mentoring—and one that can be used without much incremental investment of time—is providing opportunities for mentees to learn through observation or osmosis. A quick follow-through that makes the observation explicit is all that is required. For example, “after a client call or meeting, take a few minutes to explain why you handled things as you did to enable your mentees to learn how to serve the client in the best way possible so that they can benefit from the wisdom you have developed through experience.”

In parallel, mentees should “identify the opportunities to learn through osmosis and recognize that as an opening. When you observe something you want to emulate, ask the mentor how they thought about it, prepared, and learned how to become skilled at the behavior you observed. When you have gained insight from observing a behavior, acknowledge the value and describe why it was helpful. This will encourage mentors to be more explicit in the future.”

It is rare for any one mentor to be equally adept across the four elements discussed above. As one survey participant suggested, “The bottom line is that mentoring is not a one size fits all. We should all ‘mentor’ in a way that is natural and comfortable—and perhaps stretch a little beyond that.” This suggests that a single mentor will rarely be able to fulfill a mentee’s needs across all four elements. The experience of another survey participant highlights the importance of cultivating a network of mentors with different experiences and styles who each excel at different elements of mentoring:

I’ve had multiple excellent mentors. For example, I learned a lot about the nature of our work from Alice. Being in the room and watching her interact with clients has been extremely helpful. Also, she thinks aloud and it was very helpful to learn how she thinks. But Alice is not a good business development mentor. She says “just go have lunches.” She’s not helpful to me about how to navigate the firm, who I should be connected to, and how to most effectively connect with them. Bob is great at that. He tells me the specific things I can do. He thinks a lot in advance, then provides clear direction and targeted advice about next steps.

The recognition that different people excel at different elements of mentoring prevents viewing individuals as either categorically strong or categorically weak mentors. Instead, it allows an organization to make the most of the comparative strengths of each individual, expanding overall mentoring capacity and the pool of potential mentor relationships.

Segmenting mentoring elements into four discrete areas is not the only way to broaden the available set of connections. Our mentor surveys and interviews also highlight the importance of peer and “reverse” mentoring relationships. Connections among peers are critical to integrating new staff and creating a sense of shared affiliation with the firm, which supports retention. We see enormous value accruing to those who “initiate and maintain peer mentoring relationships; building trust-based relationships with colleagues who have similar experiences benefits their careers in the short and long term.”

“Reverse” mentoring refers to instances where someone more senior identifies a mentor who is less senior to them. Senior leaders of our firm often identify reverse mentors as part of their mentor network and suggest that input from junior colleagues enables them to become better leaders.

Cultivating a well-established mentor-mentee relationship requires mutual awareness of the connection as a precursor to commitment by both parties. While our surveys show extensive mentor relationships identified by both mentors and mentees, the connections are not consistently named as such by both parties. We refer to instances where an individual identifies someone as a mentee and the mentee identifies the individual as a mentor as a “matched pair.”  However, we also find a substantial incidence of “unmatched pairs,” suggesting that all too often, the connection between a mentor and mentee is left unstated. This may be in part because not every individual views mentoring in the broad terms described above. Especially in those situations, both mentor and mentee would benefit greatly from a shared understanding of available mentoring opportunities.

The solution is simple, but often will not happen without being prompted. Mentors should tell mentees that they see them as a mentee, explain why, and share how they can act as a mentor, which may include things the mentor has already been doing on the mentee’s behalf, but did not naturally think to share. Similarly, mentees should explicitly tell mentors that they see them as a mentor, explain why, and indicate which specific elements of mentoring they would appreciate mentoring from them.

In sum, focusing on cultivating a network of mentors who play different roles based on natural strengths and expanding our view of who can be a mentor is likely to be much more effective in realizing our highest potential, for both developing people and building firms with strong mentoring cultures.


Note: The quotes used in this article have been redacted to preserve anonymity and edited for clarity. The views expressed in this article are solely those of the authors, who are responsible for the content, and do not necessarily represent the views of Cornerstone Research.


Copyright ©2020 Cornerstone Research
For more articles on the legal industry, visit the National Law Review Law Office Management section.

Why Your Bio Picture Matters

I have been providing marketing advice to professionals for over 25 years (time flies when you are having fun!). I started my career on Wall Street, advising stockbrokers on promoting financial product to clients, then moved to the accounting world, working with CPAs on marketing their services and now I work with lawyers. Besides general marketing on behalf of the firm, I also work directly with the attorneys on their business development efforts and promotion

The first tool for promoting a professional services provider is their online bio. I started marketing professional services when websites were still the new thing. One of the first websites I designed included an audio component to the CPAs bios; the website later won an award for that unique feature. I wanted to have something “cool” and that made the accountants stand out more and overcome the stereotype that accountants were “kinda boring.” I remember the clients’ feedback that they liked to hear their advisor’s voice and not just see their picture in their bio, that it helped hearing what they had to say and connecting in a different way. It helped prospective clients make the decision to want to work with a particular accountant.

My advice to the professionals I worked with has always been to stand out, to have a unique feature that would make a professional be different than his or her competition. Not to look or sound like everyone else because it was the industry norm or what everyone else was doing. But to try to find something that will help connect to the audience, to the people that were eventually buying their services and to understand what they were looking for and what determined their ultimate decision.

Recently, I had to make the decision to choose a doctor for a delicate medical procedure. I had to move fast so I started doing research on the doctor that was recommended to me and that would soon have my life in his hands. Of course, the first place I landed was the hospital’s website. I liked his credentials, his training and experience but his picture was outdated and didn’t match his personality nor his credentials. Something about it put me off, although he was smiling in the picture and looked handsome. When I choose doctors, it is very important for me to have a connection with the person behind the credentials, to feel comfortable and safe. Probably, similar to how people usually choose other advisors as well but even more important.

My first appointment with him was through a telemedicine/video call to discuss my diagnosis and the procedure he would perform and to schedule it. At first the video feature didn’t work and I thought it was his choice; which I found odd and fed into my initial discomfort when seeing his picture. Luckily, we both realized that it was actually a glitch and he offered to call me on Facetime – a nice touch on his part (as usually doctors keep their personal numbers private). I almost didn’t recognize the person from the picture on the hospital’s website! He looked so different and his personality was totally opposite from the reaction I had to the “professional” picture! He was warm, friendly, passionate about his skill, patient to answer questions and also had a very down to earth air and not the unapproachable demeanor some doctors portray. He was someone I would pick as a friend but also, someone I could trust that indeed he was a good doctor.

I also started digging deeper to learn more about him. I was hoping I could find pictures from his personal life or in other professional instances. And I did! Those pictures, similar to the video call, uncovered a different person than what his “professional” picture on the hospital’s website showed. Somebody I was so comfortable with putting my life in his hands that I didn’t need to go for a second opinion.

This doctor performed the procedure and all is well. Before being discharged from the hospital, I gave him my professional advice: to have his picture on the website replaced with a new one, to reflect his personality and what his patients need to see in him. I told him my feedback, which he was surprised to hear but seemed to really appreciate it. I couldn’t help the marketing professional in me.

I believe the same applies to any professional that relies on a bio with a picture to make a first impression on their audience. It is important to recognize what would connect them to their clients and potential clients.

Your bio picture does matter! It is a small tool in the marketing toolbox but it has a huge impact. After all, a picture is worth a thousand words!

© The National Law Forum. LLC
For more articles on legal marketing, visit the National Law Review law office management section. 

No Tricks, Just Treats When Working with Legal Media

Engaging with the media might seem more frightening than a haunted house, but working with journalists doesn’t have to be scary. As long as you’re adequately prepared, engaging with reporters can be an enjoyable experience that significantly bolsters your firm’s brand.

The key is to understand what journalists need and want for their legal news coverage, particularly as the state of the world and media industry continue to rapidly evolve. Notably, in the last seven months, the news has been changing so fast that what was important a few weeks ago — or even a few days ago — may no longer be significant to reporters and editors planning their future coverage.

Developing a Pitch 

When pitching an idea to the media, think about what does or does not make a good news story. Reporters receive hundreds of story ideas every day, and sometimes news that you find noteworthy unfortunately isn’t going to appeal to a bigger audience (e.g., too routine, too narrow in scope or lack of timeliness). Journalists look for pitches with issues their readers will care about and sources who can provide unique insights and angles into complicated issues. When reaching out to media personnel, think about how your matter, event, lateral hire or firm initiative fits into a larger trend or development, and provide this angle to reporters. Let them know of any distinctive elements or especially complex issues, and then sell them on why the item is relevant to their readers.

Rules of the Interview Process

Once you have secured an interview, set ground rules prior to the meeting or call about whether the conversation will be “on the record,” “on background” or “off the record” — and know the difference.

  • “On the record” means that the reporter may quote you and include your name and title.
  • “On background” means the reporter may use direct quotations but will attribute them to “a source familiar with the matter” or another agreed-upon designation that is clear enough to establish credibility but vague enough that it doesn’t reveal your identity.
  • “Off the record” means the reporter cannot quote you or use any of the information you provide without verifying it independently. These types of interviews grant sources anonymity and are typically used in connection with particularly sensitive stories. Be very careful, however, in these situations. Despite having your identity protected, the conversation isn’t really confidential. The best rule of thumb is to never tell a reporter anything that you are not willing to see in print – no matter what.

Generally, anytime you speak with a reporter, you are speaking on the record unless the reporter has agreed to a different arrangement.

After the ground rules are set, it’s not a good idea to try to switch them during the interview. That could become too confusing for both you and the reporter in terms of what is public information and what is confidential, which could lead to something being published that you didn’t want out in the open. Also, once something is said, it cannot be taken back, and it is fair game to be published. If you absolutely have to say something that should be kept private during an interview, confirm with the reporter before speaking that the upcoming statement is off the record.

Reporters are very unlikely to let you see a story before it publishes, but sometimes they will grant an interviewee quote review privileges if requested before the interview and if the publication schedule permits. But fast, tight deadlines are more of the norm these days, given the high volume of content being pushed out by publications, so not all outlets will be able to grant this request.

Keep in mind, though, that quote review is only used to confirm the accuracy of the quotations that will be attributed to you. It is not meant for re-writing for stylistic purposes and should not be misused as a fail-safe to fix imperfect statements.

Also before an interview, ask the reporter for the overall context of the piece and for specific questions that he or she wants to discuss so you can develop key messages to convey that are on brand with your firm. Repeat, reiterate and restate these talking points throughout the interview to increase the likelihood that your messaging is understood and incorporated into the article.

Conducting the Interview

During an interview, even if you are nervous, make a conscious effort to speak slowly and concisely, and focus on answering just the particular question at hand. Key messages can get lost in too much detail and technical information. It’s not the reporter’s job to make you look good, but you can make yourself look good by providing clear and thoughtful information.

It’s also a good idea to pause briefly to gather your thoughts before answering a question. If you don’t know the answer or don’t want to or can’t respond, be honest. It is okay not to answer every single question and legal reporters understand client confidentiality and permission issues. You can also try to point them to a colleague who is better suited to speak to a particular topic.

On the other hand, journalists look to lawyers for certain knowledge and experience. Reporters need to understand the full picture to write their best coverage, so don’t be afraid to educate or set the record straight on particularly complex matters or issues. But also know when to stop, and don’t keep talking just to fill silence.

Also, keep in mind that the world is increasingly becoming more digital — especially since most of us are now working from home — and short-form content continues to grow in popularity. Readers are accustomed to scanning feeds and digests for news that is delivered at a glance. When acting as a source for the media, it is valuable to be able to deliver succinct and pertinent comments for those journalists who do not have the word space for long articles.

Post-Publication 

After a story is published, be sure to let the reporter know if you are pleased with the piece and keep in contact to build the relationship. If an article contains factual mistakes or erroneous information, let the reporter know to fix it or print a correction. But recognize that, if there is any debate as to the accuracy of the material, the power over revisions ultimately remains with the journalist and his or her editor or publisher.

The fundamentals of working with the media are the same as they have always been, even with the changes in the world of journalism from the Internet and social media. Understanding these basics will go a long way to securing more media placements, strengthening your public relations initiatives and generating greater success for you and your firm.


© Copyright 2008-2020, Jaffe Associates
ARTICLE BY Rachel Sisserson of Jaffe
For more articles on the legal industry, visit the National Law Review Law Office Management section.