Meeting Tech Challenges
How many times have you had a partner talking about technology … but it’s not correct? They’ll ask you how to do something with their phone, but then it soon turns to, “while I have you in the office ….” Then they’ll ask you for your assistance with another tech-related conundrum.
I know you have been there; so have I. Standing in the partner’s office looking like a deer in the headlights as the partner pushes the monitor button on and off saying that his CPU is not working and he thinks it’s the hard drive. Or, how she hates when a client texts her because she has to push the “5” button three times to type an “L.”
Many of us — not just our partners — have a love-hate relationship with technology. But it’s something we need to be proficient in. Clients demand us to be efficient and will look for those firms who best can leverage technology to meet their needs. Moreover, in 2012, the ABA approved a change to the Model Rule of Professional Conduct that clearly dictates that attorneys not only be competent in the law and its practice — but in technology, too.
That’s why this month’s Operations Management (OM) Feature, “Closing the Tech Proficiency Gap,” is an important read. It reveals some interesting statistics. While cybersecurity and artificial intelligence may be hot issues, questions related to basic tools like Word, Outlook, Excel and PDFs are most common. According to the User Support Guru Guide, a series of reports produced by outsourced service/helpdesk provider Intelliteach, 43 percent of helpdesk tickets are related to Microsoft Office queries.