“If a paralegal is having trouble in the electronic case files system, they can click and have a chat with a representative who will answer their question,” explains Norman Meyer, clerk of the U.S. Bankruptcy Court for New Mexico. “You don’t need someone assigned specifically to the chat live. We already have a staff member on call. A window appears on their screen notifying them of a chat request.”

Read the full story: Online Chat Improves Service to Public.

Photo of Bob Ambrogi Bob Ambrogi

Bob is a lawyer, veteran legal journalist, and award-winning blogger and podcaster. In 2011, he was named to the inaugural Fastcase 50, honoring “the law’s smartest, most courageous innovators, techies, visionaries and leaders.” Earlier in his career, he was editor-in-chief of several legal publications, including The National Law Journal, and editorial director of ALM’s Litigation Services Division.