1. Developing Online Tools to Assist SRLs: The FAQ Approach William T. Tanner Legal Aid Society of Orange County btanner@legal-aid.com

2. Creating Fact Sheets-SRL Conference June 2011 2 Why create a fact sheet 30,000 Callers Small Claims –90% access to internet while on phone. 10,000 Callers LRS –6,000 referrals –4,000 refer somewhere else 4,000 Walk-ins

3. Creating Fact Sheets-SRL Conference June 2011 3 How to decide which fact sheet to create Small Claims experience –Intake screen for first week 500 calls type out the question Review and organize

4. Creating Fact Sheets-SRL Conference June 2011 4 Collect Data Screen Start and stop timer Courthouse to file in What was the question? –Required the person to type question Was the question answered? –If no then box opens for name and number.

5. Creating Fact Sheets-SRL Conference June 2011 5 Results Sorted the questions –Vast majority fell with 19 general categories How to delay/continue/postpone a case How much does it cost? Where do I file? What do I do if I am sued? What is the statute of limitations for a small claims case? …

6. Creating Fact Sheets-SRL Conference June 2011 6 Uses- Answer Common Questions Train staff –Quality Control –If they parrot…not legal advice Fax to caller Email to caller Web

7. Creating Fact Sheets-SRL Conference June 2011 7 Uses- Interesting Questions Suing over a toll booth ticket Towed vehicle –Student’s vehicle towed Her task Then turned over to a law student

8. Creating Fact Sheets-SRL Conference June 2011 8 Success of Fact Sheets Local Forms –Application and Order to Serve the Secretary of State (borrowed from San Diego) –Application and Order to Serve by Posting Webpage numbers

9. Creating Fact Sheets-SRL Conference June 2011 9 Success of Fact Sheets

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13. Creating Fact Sheets-SRL Conference June 2011 13 Website Statistics

14. Creating Fact Sheets-SRL Conference June 2011 14 Focus Groups >80% start on the web to find answer And then want a person –Chat, telephone, in-person

15. Creating Fact Sheets-SRL Conference June 2011 15 Who Creates? Model fact sheet Loyola Law Students 12 Interns –Each had to create a fact sheet –Peer review Two other students had to review Expert

16. Creating Fact Sheets-SRL Conference June 2011 16 Bundling Fact Sheets Lead to a collecting judgments manual Small Claims Ultimate Guide

17. Creating Fact Sheets-SRL Conference June 2011 17 Low Literacy Transcend DCA –Legal Guides –Still want codes Attorney review Easy to research & update

18. Creating Fact Sheets-SRL Conference June 2011 18 Fact Sheets Become Cheat Sheets Attorneys use them in clinics

19. Creating Fact Sheets-SRL Conference June 2011 19 Questions