Legal Commentary

Erica Greathouse, of Cox, Castle & Nicholson, has a lot of experience when it comes to handling legal professionals' gripes about imperfect technology. As a veteran CIO, she's seen the best and worst behavior, from both frustrated lawyers and the IT staff trying to serve them.

So we had a very entertaining discussion taping our latest LTN video, "Help, Please!" where we discuss the results of the 2010 LTN Vendor Satisfaction Survey. We resonated with the tsunami of respondents (more than 80% of large and small firm folks) who declared that customer service -- quick resolution of problems -- was the number one factor they considered when buying technology.

That's also the title of our July LTN cover story where I analyze key points from the survey, which was conducted by our colleagues at ALM Legal Intelligence. And if you want even more, check out this month's Law Technology Now podcast, where Ross Kodner and I discuss the survey after we chat about his "Big Squeeze" article on how small firms can stretch litigation support budgets.