Organisation Description Year
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
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
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
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
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