I was away on holiday and had one of those crystal clear dreams you have when you decompress. I dreamt I had gone back to work and the conveyancing world had changed. Artificially intelligent robots were exchanging deals in two weeks. Searches were generated automatically and came back within minutes. Finally, and most excitedly, we had thrown out our post trays as everyone was electronically communicating over a universal network and dumped all their printers.
I cannot understate my disappointment when, on returning to the office, I found my colleagues still busily scanning documents from a metre high pile of post. Clearly, no-one is throwing away their printers any time soon.
As for artificial intelligence or universal networks, that’s a clear no for now. Sadly, along with almost zero progress in technology in conveyancing, the thinking hasn’t changed either. I still see too many comments from people who think technology isn’t the answer to the chronic levels of manual work that most lawyers struggle with.
It’s just the wrong technology
The thing is, I get it. When lawyers talk about technology, they are basing this on their own experience which, judging by most I speak to, is not surprising given the lack of support most case management systems provide them. Then, to add insult to injury, they are bombarded with solutions looking for problems that really aren’t a big deal.
It’s not that technology can’t help lawyers – it’s just not helping them in a meaningful way. It’s no wonder people write it off as a substitute for investing in training. The problem is that, for most, it doesn’t address the right issues.
However, when it comes to sharing documents and communicating, email is pretty good. Ok, it’s insecure, overused, and when it comes to booking meetings, it’s as useful as a chocolate teapot, but it’s a technology that solves a real problem.
Also, online identification checking is also a bit of a boon. Previously, clients would come into the office, we’d copy their driver’s licence and then stamp and certify it. Yes, the stamp made a highly satisfying clunk, the sound of which transferred you immediately to queuing in the post office with your mum when you were young. Emotive and enjoyable, yes. Efficient, no. Uploading a passport to a website that gives an instant thumbs up is pretty handy.
LinkedIn knows the answer
As the owner of a law firm, it’s important that I do everything I can to help my colleagues get deals through more efficiently. After all, without these exchanges, paying for that lease on those sparkly new coffee machines will prove a challenge.
I decided to perform some serious research, so turned to the font of all knowledge: a LinkedIn poll. Yes – I know they are SO 2022, but it’s an important issue so I had to pull out all the stops.
Over 50% of the votes I got said that our old friend pre-contract enquiries were responsible for delays in conveyancing. Yes, it’s the story that doesn’t age – or progress, for that matter.
Having built an enquiry management system which works well, it’s clear that technology IS the solution. Before some people stop reading in disgust, I want to make one thing clear. Raising appropriate and relevant enquiries is a skill that requires experience and expertise. Although we are involved in some research into identifying questions based on analysing data, there are too many questions around trust, and decent lawyers are vital.
However, managing the actual process of asking questions and managing their replies is an administrative function that, frankly, most lawyers – and their assistants – can do without. Embracing decent technology to address this critical issue is really important and I hope that most lawyers will agree.
Even those who think technology is only sold by providers to make themselves rich. Which of course, some of it is. Just not the successful kind.
A final plea – get in touch
I’ve always viewed technology as a support, not a replacement, for our lawyers. Indeed, the “workflow” word is banned here – it has to be the right technology.
I’ve seen first-hand the impact of enabling our seller clients to reply to enquiries online. It totally eliminates the back and forth for our lawyers and clients get to see the amount of (sometimes inane) questions we have to deal with.
As such, I am sharing our technology ideas with anyone who wants to make a change – please email me and I’ll be happy to explain.
Let’s face it, if we don’t bring about change, I’ll be faced with yet more crushing disappointments after waking from my dreams of a conveyancing revolution, and I don’t need a LinkedIn poll to tell me that’s not a good thing.
Peter Ambrose is the owner and Managing Director of The Partnership – bringing real change to the enquiry management process.
