NTAP’s Interactive Support Services: The 2009 Lineup

1. NTAP’s Interactive Support Services: The 2009 Lineup Kathleen Brockel David Bonebrake Eva Reffell Rachel Medina Madhu Lakshmanan Gene Donney (in spirit only) 2009 LSC TIG Conference

2. Today’s Agenda: • Help Desk • Lsntap.org • Online Trainings • NTAP Sustainability Planning • Roundtables: LegalMeetings, Tech Noodling, Survey Tool, Tech Leadership • GIS • Questions?

3. TIG Partnerships • LegalMeetings: Center for Arkansas Legal Services • Help Desk: Virginia Legal Aid Society • Training: Montana Legal Services Assoc. • Website & Tech Leadership: Colorado Legal Services • GIS: Legal Aid of East Tennessee

4. Final Evaluation Surveys • THANK YOU to all who submitted surveys final evaluations for various 2008 Projects. • SPECIAL THANKS to contributors of the LegalMeetings Return on Investment Calculations • GOLD STARS to admin & tech folks completing the NTAP Tech Survey

5. David Bonebrake Help Desk

6. NTAP Help Desk Project • Provides support to LSC-funded programs in the day-to-day use of TIG tools and legal aid technologies, such as: • Case management systems • Statewide websites • GIS Mapping • Poverty law survey tool • Online project management systems

7. Help Desk: How do I get help? Mechanisms for support: • Traditional methods: email, phone, and website requests • On-demand: online chat client • Web conferencing: LegalMeetings

8. Case Management Report Update • Online guide for selecting a case management system • Functions • Vendor support, training, customization • User satisfaction Advisory Group Online rating system and feedback mechanism

9. Eva Reffell Lsntap.org

10. 2008 website highlights • 188 new pieces of content • User visits increased 70% over 2007

11. What were users reading? • Most visited: Latest News, Training Calendar, and Blogs. • Most popular articles: • Microsoft Word Tips - 11 Functions To Transform Microsoft Word • LegalMeetings Resource Pages • Hugh Calkin’s The Elder Statesman blog

12. (Some of) Eva’s favorites things about 2008 • Better access to training content • Expansion of Statewide Websites to Websites and Web Development • Detailed how-to content for the new Poverty Law Survey Tool • Internet Intake Webcasts • 1/5 of content came from the community

13. Coming in 2009 • Content • Document Redaction and Metadata • (More) VoIP • A Report Repository • New website • Better commenting, rating and blogging features • Customizable home pages • Searchable database for NTAP’s Tech Report

14. A Taste of the IT & Admin Survey Report

15. # of programs with dedicated IT budgets in relation to # of programs in each budget category There doesn’t seem to be any correlation between program budget and having a dedicated IT budget. Section Home

16. IT Budget • Hardware ranges from 1% to 50% • Software ranges from 1% to 30% • Training ranges from 0% to 6% (surprise?) • Outside consulting/contracts 1% to 27.5% • Communications 0.2% to 1% Section Home

17. Current or long range IT ‘wish list’ • Top 10 (in no particular order) • Word Capabilities Improvement • VOIP • Video Conferencing • Virtualization • Hardware Upgrade (Systems, desktops) • Document Assembly • SharePoint • Improve Website • Wireless • Exchange/Fax Server/Email Section Home

18. Training Frequency Section Home

19. VOIP 7 more are considering getting VOIP in the next year which would make this a 50-50 split Section Home

20. Remote Email Devices Section Home

21. Other observations • Consistently and overwhelmingly, hardware and personnel make up the majority of the IT budget. • Where the personnel budget % is low, it is usually made up in the category of Outside consulting/support contracts. • Training is consistently the lowest portion of the IT budget and seems to trend with the personnel budget. • Outlook and Microsoft Exchange are the overwhelming favorites for email client and server • Windows 2000, XP and Vista are the overwhelming top OS Section Home

22. Rachel Medina Training

23. 2008 Trainings Highlights • 23 Online Trainings • 1022 people attended • 565 also viewed the recorded trainings • Attendees from 49 states + DC

24. Job Titles of attendees: • Staff attorney 48% • IT or CRP 46% • Managing attorney 29% • Communications staff 25% • Paralegal 20% • Executive director 9%

25. 2009 Trainings • New Topics • New Materials • Training Days • Post-Training Blogs

26. New Topics • LSC Baselines & Technology Planning Overview • Introduction to the LSNTAP Interactive Tech Survey • Applications to Make the Most of Pro Bono Support • Developing Appropriate Tech Policies for Legal Aid • A Comprehensive Approach to Search Engine Optimization

29. Kathleen Brockel Sustainability Planning

30. NTAP’s Sustainability Planning • Sustainability Advisory Group • Interviews with the Field • Final Recommendations • LegalMeetings • Training

31. NTAP’s Sustainability Planning • Goal: Assess the feasibility of moving NTAP toward a membership or fee for service model • Advisory Group: Cynthia Vaughn, Craige Harrison, Jane Ribadeneyra, David Neumeyer, Gwen Daniels, Patti Papp • Consultant: Paul Hagen, Kairos Strategies

32. Program Interviews • NTAP Consultant conducting 40 telephone interviews • Assessing membership and fee based options i.e. trainings & services (Service packages & ala carte.) • Report and recommendations by mid-year

33. LegalMeetings • 2008 Highlights: • 86 organizations conducted 5,238 meetings • ROI of $10,203.70 per license! • Expanding further to courts and non-LSC funded programs

34. Trainings • 62% of programs surveyed reported that NTAP provided 50% - 100% of their third party technology training.

35. …..and • 77% of respondents graded NTAP trainings as a 4 or 5 in helping their staff become more effective. • 70% of respondents graded NTAP trainings as a 4 or 5 in helping their staff become more efficient.

36. … but • Although NTAP Trainings are Valued, Less than Half would pay for: • 41.54% Train the Trainer • 30.77% Microsoft Products Word, Excel, or PowerPoint for Advanced Users • 26.15% Google Applications • 27.69% communications software • 42% likely or very likely would be willing to pay $50 for the training • 44% Not very likely • 14% Would not attend at any price

37. Testing in 2009 $35 Fee • Word 2003, Word 2007, Excel, PPT • Employ Google Applications (twice) • Train the TrainerLearn how to assess the technology skills of your employees and design an internal training program! • In October- Vote your choice: PPT, Excel or Intro to Litigation Technology

38. David Bonebrake Round Tables

39. 2008 Round Table Highlights • 10 Tech Noodling RTs: 133 Participants • 30 LegalMeetings RTs • 8 Survey Tool RTs: 39 Participants • Round Tables are 30 – 60 minutes. • Sharing experiences from the field • Q & A

40. 2009 RT’s • LegalMeetings: • Third Thursday • Techie Noodling: • First Thursday • Survey Tool: • Apr. 11, Oct 20 • NEW THIS YEAR • Tech Leadership RTs • Quarterly • For: ED’s & Admins to discuss Tech Planning & Policy Development.

41. Madhu Lakshmanan GIS

42. One simple process to create maps • What do I want to do? • Map my sample New Mexico case data and also analyze it vis-à-vis the population of senior citizens in that state. • What do I need? • A mapping application (Google Earth) • KML/KMZ files from the census for NM seniors & for my case data • Geocoding service (to add lat/long to case data) • KML creating application from census data • Optional graphing tool

43. Online Tool to create KML files from Census data http://ctasgis02.psur.utk.edu/tokml/Default.aspx

44. Google Earth- Census data

45. Add lat/lon information to your case data @ www.batchgeocode.com You can download a KML file with this data.

46. Census data overlaid with case data directly in Google Earth

47. EarthPlot – plot aggregate data on a map

48. Case data by zip code aggregate The size of the blue circles is proportional to the number of cases in that zip code area.

49. Individual & aggregate representation of case data

50. Google Earth representation of a legal aid service area