Organisation Description Year
Ofcom

Online trust and privacy: People’s attitudes and behaviour

OFCOM report from 2010 – 73% of survey had bought or sold online and 54% had paid bills online. 48% had “some” concern about entering credit card details (page 2). Discusses entering personal information (page 3). Detailed breakdown by age range (page 8) and social class. Do people trust websites? (page 10). Personal info (page 12)

2010
Unbiased.co.uk

Legal Advice Report

Only 6% used an internet search to find a solicitor.

2009
IRN

Legal Brief Part 2 – A Quiet Revolution

Reports on the results of a survey commissioned by IRN from YouGov. A clear majority

2010
The Law Society

What will be the impact of ABS on geographic access to justice? Phase 1 Final report July 2010 Prepared for the Law Society by Oxera

Research report looking at the potential impact of ABS on geographical access -
Found no statistically significant differences when looking at different demographic groups and telephone internet access of legal services, though their are a number of potential concerns around older consumers abilities to use these technologies – pages 22-23

2010
Bar Standards Board

Application for approval by the Legal Services Board Amendments to the regulatory arrangements in respect of the application of the Public Access scheme Annex 6 – Summary of Responses to the Public Access Rules Questionnaires

Bar Direct access – use of internet for searching for advice sources:
The internet seems to pay an important role in finding out about the scheme. Five responses cited research on the internet, one of them singling out the Bar Council

2010
Northwestern Journal of International Law and Business

The legal world is flat: globalization and its effect on lawyers practicing in non-global law firms

Summarises demand for online legal services (page 4) in the US.

2008
Solicitors Journal

Citizen power

Client satisfaction for telephone legal advice is 90% – 20% higher than face to face. And telephone is cheaper.

2010
Epoq Legal Ltd

Epoq survey You Gov data

Data tables for the Epoq survey

2010
Journal of Information, Law and Technology

Law Firm Clients are Drivers of Law Firm Change II Peter Gottschalk

Discusses Linklaters’ Blue Flag online risk management service (page 5). Then discusses corporate clients (in Norway) use of IT to communicate with firms (page 14). Discusses use of Lexdoor (page 17). Case history of client-law firm communications via IT on page 22 onwards. Report concludes by indicating there is no relationship between client satisfaction and the firm’s use of IT (page 30).

2002
Legal Services Research Centre

Community legal advice centre: a survey of clients in reception

Generally, survey respondents got their advice in person, rather than over the phone (page 35).

2010
Fordham Law Review

Supply Chains & Porous Boundaries: The Disaggregation of Legal Services, Milton C Regan Jr & Palmer T Heenan

Linklaters Blue Flag and DealBuilder, Allen & Overy Hot Docs – examples of online legal services for corporate clients – Pages 2149/50

2010
Legal Services Board

Legal Advice for Small Businesses Qualitative Research

Minority using on line but seen as low cost definitive solutions – slide 25

2010
KMPG

KPMG Impact of the Legal Services Act UK, Survey of Major Companies 2008

Survey of 28 clients from the corporate legal services market. Report includes a section on this – pages 17-18

2008
Solicitors Regulation Authority

A survey of public attitudes towards solicitors conducted on behalf of the Solicitors Regulation Authority

Survey suggests 68% of public might use a supermarket to buy basic legal documents – although 69% felt they would have some level of concern about the quality of legal services provided by such organisations (page 6).

2009
Legal Services Research Centre

Causes of Action: Civil Law and Social JusticeThe Final Report of the First LSRC Survey of Justiciable Problems – Revised 2nd Edition

Seriousness of problem & type of adviser – pages 115-120

2006
RIAD

Market mechanisms in dispute resolution: the position of legal expenses insurance Prof. Dr Heico Kerkmeester

A person holding legal expenses insurance may be much more likely to initiate a legal action than an uninsured person. Moreover, the
intensity with which the policyholder will wish to pursue a claim once it has been initiated, may be much greater than the intensity a self-financing person would choose. Finally, the insured is also less inclined to monitor the billing behaviour of the lawyer employed. Page 3

2005
Bar Standards Board

Application for approval by the Legal Services Board Amendments to the regulatory arrangements in respect of the application of the Public Access scheme Annex 6 – Summary of Responses to the Public Access Rules Questionnaires

Direct Access clients -
The types of work undertaken were:

2010
Legal Services Commission

Community legal advice centres and networks: a process evaluation

CLS strategy doesn’t frame one stop shops in the MDP way – it frames it as “people do not face legal problems but a cluster of problems to which the law may offer one solution (page 16). Centres provided integrated advice – networks provided coordinated advice (page 16),

2010
Solicitors Regulation Authority

Consumer research study: a survey of public attitudes towards solicitors

63% of people agree they might use a supermarket or bank to buy basic legal services, although 69% felt they would have some level of concern about the quality of legal service

2008
Department for Constitutional Affairs

The organisational structure of legal firms; A discussion of the recommendations of the 2004 review of the regulatory framework for legal services in England and Wales – Richard A. Brealey and Julian R. Franks

As a Which? survey shows, almost two-thirds of adults think that being able to obtain legal services at supermarkets and high street banks is a good idea. – page 19

2005
Solicitors Journal

Worth fighting for

covers settlement project in Manchester, where law advice is offered alongside education advice etc (page 10)

2010
Legal Services Board

Legal Advice for Small Businesses Qualitative Research

Demand for one stop shop amongst small businesses – slide 39

2010
CCBE

CCBE RESPONSE TO THE LEGAL SERVICES BOARD

Discusses MDPs and LDPs in other EU states: “Where LDPs or MDPs exist, this does not necessarily imply that clients will enjoy the benefits of a

2009
Legal Services Research Centre

Health professions as rights advisors: rights advice and primary healthcare services – P Pleasence, NJ Balmer and A Buck

Examples of integrated legal / health advice services (page 3-4).

2007
Society of Trust & Estate Practitioners

Trusted advisor: THE FUTURE A report on the future of UK trust and estate practice by the Society of Trust and Estate Practitioners

Highlights greater use of the internet for pre advice information gathering by trust and estate clients – pages 13 & 14

2010
KMPG

KPMG Impact of the Legal Services Act UK, Survey of Major Companies 2008

Survey of 28 clients from the corporate legal services market. Report includes a section on this – pages 17-18

2008
Legal Services Research Centre

Causes of Action: Civil Law and Social JusticeThe Final Report of the First LSRC Survey of Justiciable Problems

Incidence of legal problems by problem type and respondent characteristics – pages 9-48

2004
Legal Services Research Centre

Recession related life problems and self-reported stress: A legal services perspective

This (draft) report discusses whether people suffering from stress would benefit from combined medical – legal offerings to deal with their problems (page 18).

2009
Legal Services Research Centre

Health professionals as rights advisers: rights advice and primary healthcare services

in-house advice services in healthcare settings can overcome the obstacle to advice that is presented by ineffective referrals

2007
Legal Services Board

LSB Initial consumer research – data

What changes would you like to see to legal
services market?
In general, people wanted:

Cheaper services (56%)
Like NHS Direct
More drop-in services in local community

2009
Legal Services Research Centre

The health costs of civil-law problems: further evidence of links between civil-law problems and morbidity, and the consequential use of heath services

Little evidence indicating the relative costs and benefits of providing any form of integrated legal and health service (page 369).

2008
Ministry of Justice

Baseline survey to assess legal services reform: Consumers experience of using legal services for personal matters

Non legal services used by consumers of legal services – pages 21 & 22

2010
Legal Services Research Centre

Report of the 2006 English and Welsh Civil and Social Justice Survey

Problem clusters – 40-48

2007
Legal Services Research Centre

Causes of Action: Civil Law and Social JusticeThe Final Report of the First LSRC Survey of Justiciable Problems – Revised 2nd Edition

Problem clusters – 65-74

2006
Legal Services Research Centre

Using monitoring data: examining community legal advice centre delivery

Report attempts to evaluate whether CLAC users prefer to use them as a “one stop shop” or use different providers (page 30 – 33).

2010
Suffolk University Law Review

When law firms failJohn P. Heinz

Report suggests that US corporate clients no longer see inherent advantages of one stop shopping (page 75)

2010
Legal Services Policy Institute

IF ABSs ARE THE ANSWER, WHAT

Speculates about whether MDPs will become successful as high street brands (page 8) – .

2001
Lawyer Locator

The Future of Small Law Firms Jeopardy or Opportunity

YouGov sole practitioners poll, 47% of respondents said they had developed an online element to their practice delivery, enabling clients to log on and track the progress of their matter. – Page 6

SRA consumer research report in 2008, 26% of respondents said they would use the internet to find a solicitor. – Page 6

2010
Legal Services Research Centre

Report of the 2007 English and Welsh Civil and Social Justice Survey

Problem clusters – 40-45

2008
Legal Services Research Centre

Putting Money Advice Where the Need is

In relation to survey of financially excluded people getting money advice (i.e. not the general population, and not explicitly for legal advice), preferred methods of advice delivery are set out on page 120.

2007
Citizens Advice

Citizens Advice service Impact report 2009/10

Online self-help usage of CAB advice (not just law) was 12.7 queries during 2009/2010. CAB telephone advice line popular (page3).

2010
Legal Services Research Centre

Asian access to justice and reflection on four years of innovation in Japan – Tomoki Ikenaga and Keita Abe

Report from Japan suggests rapid uptake on telephone based enquiry services for legal infromation (page 2). Data on face-to-face versus internet advice in Korea (page 7) and call centre versus office-basd (page 8).

2010
Journal of Information, Law and Technology

Law firm clients as drivers of law firm change

old survey on use of extranets by corporate clients (page 13).

2002
The Bar Council and The Criminal Bar Association

BEST VALUE TENDERING FOR CDS CONTRACTS 2010 – THE LEGAL SERVICES COMMISSION CONSULTATION PAPER

Discusses proposals to give advice over the phone (page 15).

2009
Legal Services Research Centre

Causes of Action: Civil Law and Social JusticeThe Final Report of the First LSRC Survey of Justiciable Problems – Revised 2nd Edition

How clients contacted & communicated with advisers – pages 113 – 115
People with complex problems or people with learning difficulties, language problems or similar difficulties are therefore unlikely to benefit from telephone advice. Likewise, they will be unlikely to benefit from expansion of other new methods of advice delivery, such as those employing personal computer technology. Page 163
More on barriers to advice – pages 161 – 165

2006
Legal Services Research Centre

The Experience of Money and Debt Problems in Rural Areas

Table shows HOW people seek debt advice, cross referenced to distance from nearest advisor (page 31 – 32).

2009
The Law Society

Submission to OFT in connection with its market study into home buying and selling

In relation to conveyancing: “Solicitors

2009
Centre for Crime and Justice Studies

CDS Direct: Flying in the face of the evidence

Telephone advice for police work can be as high as 80%, according to one study (page 9). But almost half think such advice was “worthless” (page 9).

2008
Legal Services Research Centre

Report of the 2007 English and Welsh Civil and Social Justice Survey

Use of advisers – pages 53 -60
Attitudes to the justice system – pages 64-65

2008
Legal Services Research Centre

Report of the 2006 English and Welsh Civil and Social Justice Survey

Use of advisers – pages 55 -62
Attitudes to the justice system – pages 67-68

2007
Solicitors Journal

New foundations: coordinated solutions towards a new model

Wants a free legal aid telephone service, supported by legal materials – perhaps built on CA’s existing advice service (page 68).

2010
Cardiff University

The Advice Needs of Lone Parents Richard Moorhead, Mark Sefton and Gillian Douglas

Reports on Lone parents views on telephone and internet advice:
- Telephone:
Enthusiasm for phones lines as they were accessible -
used help lines because they either thought it would take too long to obtain a face-to-face appointment, or needed advice in an emergency, out of office hours. Another reason for using help lines was the practical difficulties involved in seeking out face-to-face advice when looking after children. Having care of the children also meant that parents wanted advice to be generally available out of office hours, including

2004
Legal Services Board

LSB Initial consumer research – data

What changes would you like to see to legal
services market?
In general, people wanted:

Cheaper services (56%)
Like NHS Direct
More drop-in services in local community

2009
Bar Standards Board

Application for approval by the Legal Services Board Amendments to the regulatory arrangements in respect of the application of the Public Access scheme Annex 6 – Summary of Responses to the Public Access Rules Questionnaires

Bar Direct Access:
All of the respondents felt that their role was clearly explained to them at the beginning of the case. All felt that their barrister

2010
Legal Services Board

Improving access to justice

Speculates that face-to-face advice may become rarer, as new entrants deliver advice via different models (page 10). Suggests that online delivery may, in fact, be preferred (page 11).

2010
A4e/Howells

Solutions to legal provisions emerging from outside of legal service

Company offers community legal advice over the phone.

2010
Ministry of Justice

Baseline survey to assess legal services reform: Consumers experience of using legal services for personal matters

Consumers state dthat they would most like to communicat with thier legal adviser by (telephone (51%), visits (41%), email (22%), and letters (20%) Page 17

2010
Ministry of Justice

The market for “BTE” legal expenses insurance

covers claims management companies (page 13)

2007
Legal Services Research Centre

Assessing the impact of advice for people with debt problems

Survey suggested people wanted face to face contact (page 64 – 67).

2008
Youth Access

Young People

Young people:
-Overwhelmingly prefer face to face advice
-Far less likely to use telephone
-Particularly pronounced pattern for youngest

2007
Solicitors Journal

Defence mechanisms

Suggests that defence lawyers could advise their clients by secure video link to save money (page 47).

2010
Ministry of Justice

HM Courts Service Probate Service Survey 2009

Summary of how consumers contact the probate registry – phone, in person etc (page 12 – 13). Views on website (page 16).

2009
Ministry of Justice

Study of legal advice at local level

Summary of preferred method of advice delivery – as opposed to the way in which it is delivered (page 30 onwards.

2009
Association of British Insurers

ABI’s response to the Legal Services Consumer Panel Investigation into referral arrangements

Discusses claims management companies – essentially calls them middle men who add value (page 2).

2010
Centre for Socio-Legal Studies / University of Lincoln

International conference on litigation funding

Discusses intermediaries in relation to litigation funding – brokers etc (page 15). Summarises litigation funding intermediaries in Australia (page 32) and the size of the market they serve.

2010
Office of Fair Trading

Home buying and selling A Market Study February 2010

Twenty per cent of buyers that used an estate agent and 29 per cent of sellers that used an estate agent used a solicitor or licensed conveyancer that was referred to them by the seller’s estate agent. Respondents to the estate agent survey stated what solicitors or conveyancers paid them

2010
Legal Services Institute

The regulation of legal services: what is the case for reservation?

covers claims management companies (page 45).

2011
ACCA

Intermediation of intellectual property awareness

Reviews a number of different brokerage models (page 11) and intermediaries for IP advice (page 26 – 31)

2009
Department of Constitutiional Affairs

The benefits of multiple ownership models in law services – James Dow and Carlos Lapuerta

Organisations such as the RAC maintain a list of preffered firm partnerships (page 11) – which is a form of quality signalling.

2005
JP Morgan Asset Management

Professional Connections: creating opportunities between IFAs and other advisory professionals

Referring clients to an external IFA is already established practice among solicitors and accountants. Of our survey respondents, 83% of accountants and 70% of solicitors said they currently refer clients to a third-party IFA fi rm – page 5
Frequency and potential for increase in referrals – page 6

2010
Association of British Insurers

MARKETING COSTS FOR PERSONAL INJURY CLAIMS Evidence of market failure Report from Oxera Consulting Limited

Report into Personal Injury market -
The average number of PI cases conducted per annum for firms paying referral fees was 100 times that of those not paying – page 11
Table showing estimates of referral fees paid in across different areas of law – page 35
“In absolute terms, referral fees paid by PI claimant solicitor firms are much higher than estimates available for other areas of legal work. For example, the referral fee for consultancy law, where the use of intermediaries is also common practice, is typically one-sixth or less than that paid by PI claimant solicitor firms (Moulton Hall Ltd 2007).” Page 36

2009
Unbiased.co.uk

Legal Advice Report

9% used a solicitor who had been recommended to them by another professional like an IFA, a mortgage broker or a bank manager.

56% of people initially contacted their solicitor by phone, 21% in person and 6% contacted them via email.

2009
Moulton Hall Market Research

Referral arrangement and legal services research report

In relation to PI work, intermediaries can include insurance companies for RTA work and claims management companies (page 3). Discusses intermediatories for residential property – page 5. Also garages and car hire companies for RTA work (page 19). More intermediaries (page 26).

2007
Council for Licensed Conveyancers

E-Standards

Reports on interviews with 1000 adults by IRN in 2007:
Slide 8 – Potential for estate agents and banks as alternative source of conveyancing services.
Slides 9 & 10 – Estate agents regulated by the SRA were ranked highest on consumer preference for future property sales/purchase conveyancing.

2008
Ministry of Justice

Baseline survey to assess legal services reform: Consumers experience of using legal services for personal matters

Breakdown of referrals – page 12

2010
Fordham Law Review

Teams of rivals? Towards a new model of the corporate attorney / client relationship

In-house lawyers at large corporates (pervasive throughout report).

2009
Legal Services Board

Referral fees – access to justice or road to hell?

Summary of intermediaries in the legal PI work (page 11).

2010
Legal Services Policy Institute

External ownership and investment – issues and challenges

Brief mention of the desirability (or otherwise) of intermediaries (page 23).

2008
Fordham Law Review

Teams of rivals? Towards a new model of the corporate attorney / client relationship

In-house lawyers at large corporates (pervasive throughout report).

2009
Cardiff Law School

Self regulation and the market for legal services

Claims companies and legal expense insurance providers (page 3).

2004
Journal of Law and Society

Alternatives to public provision: the role of legal expenses insurance in broadening access to justice: The German experience – Matthias Killian

Insurance companies – both before the event and after the event (page 3). After the event insurance typically work in conjunction with CFAs.

2003
Personal Injury Bar Association

Costs after the Jackson Review – Robert Marven

Claims farmers (page 6), before the event insurance providers (page 7), third party funders (page 8)

2009
Legal Services Board

Referral fees – access to justice or road to hell

Introducers of clients to law firms, in relation to fee sharing arrangements (page 2).

2009
The Law Society

More civil justice? The impact of the Woolf reforms on pre-action behaviour

Claims intermediaries for PI advice (page 21 – 22)

2002
Legal Services Research Centre

Legal expenses insurance: preconditions, pitfalls and challenges – experiences from the world’s largest legal expenses insurance market – Matthias Killian

Legal expense insurance companies (pervasive).

2010
Solicitors Journal

Evolution not revolution

covers claims farms (page 42)

2010
Legal Services Research Centre

Legal expenses insurance: preconditions, pitfalls and challenges – Matthias Killian

Legal expenses insurance companies: Market share of various German providers compared (page 3).

2010
U.S. Chamber Institute for Legal Reform

Selling lawsuits, buying trouble

Ligation funding companies (US study) page 1. covers Juridca in the UK (page 3).

2009
Office of Fair Trading

Competition in professions -progress statement

Points out that comparative price advertising was not allowed at the time of report (page 20).

2002
Legallybetter.com

Choosing Legal Representation in the UK: How the Internet is Transforming User Behaviour and Legal Services Marketing Legally better White Paper May 2009

Summary of websites for comparing solicitors broken down by directories, comparison sites, legal matching sites, and solicitor networks – pages 3-5

2009
Legal Services Consumer Panel

Quality in Legal Services

“Of less clear-cut interest were consumer review websites or a Scores on the Doors approach (with consumers feeling a sliding scale of 5 stars might be too confusing than a binary

2010
Fordham Law Review

TEAM OF RIVALS? TOWARD A NEW MODEL OF THE CORPORATE ATTORNEY-CLIENT RELATIONSHIP David B. Wilkins

Discusses ELawForum in the commercial sector (page 720)

2008
Consumer Focus

Law Society consumer event: Bridging the gap Philip Cullum, Deputy Chief Executive, Consumer Focus February 2011

Discusses three areas for improvement in the legal services market including enabling consumers to choose between solicitors. – Page 4

2011
Unbiased.co.uk

Legal Advice Report

Only 6% used an internet search to find a solicitor.

2009
Communications Consumer Panel

Behavioural Economics and Vulnerable Consumers

Only 40% of UK adults over 65 years had a broadband connection at home, compared with 80% of 35-54 age range (page 10).

2010