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).
old survey on use of extranets by corporate clients (page 13).
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.
Online self-help usage of CAB advice (not just law) was 12.7 queries during 2009/2010. CAB telephone advice line popular (page3).
Wants a free legal aid telephone service, supported by legal materials – perhaps built on CA’s existing advice service (page 68).
Reports on Lone parents views on telephone and internet advice:
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
What changes would you like to see to legal
In general, people wanted:
Cheaper services (56%)
Like NHS Direct
More drop-in services in local community
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
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).
Company offers community legal advice over the phone.
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
covers claims management companies (page 13)
Discusses proposals to give advice over the phone (page 15).
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
Table shows HOW people seek debt advice, cross referenced to distance from nearest advisor (page 31 – 32).
In relation to conveyancing: “Solicitors
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).
Use of advisers – pages 53 -60
Attitudes to the justice system – pages 64-65
Use of advisers – pages 55 -62
Attitudes to the justice system – pages 67-68
-Overwhelmingly prefer face to face advice
-Far less likely to use telephone
-Particularly pronounced pattern for youngest
Suggests that defence lawyers could advise their clients by secure video link to save money (page 47).
Summary of how consumers contact the probate registry – phone, in person etc (page 12 – 13). Views on website (page 16).
Summary of preferred method of advice delivery – as opposed to the way in which it is delivered (page 30 onwards.
Survey suggested people wanted face to face contact (page 64 – 67).