Answers to Frequently Asked Questions
Should Word be customized for law firms?
Is there a problem using WordPerfect and Word in a dual environment?
Why should you use styles in Word?
What causes documents to become corrupt?
What are the Best Practices of Word document production?
After a conversion or upgrade will my documents be ready to use?
How can you justify the cost of training to management?
How can you determine how much training is needed?
Why should you use legal specific trainers?
Why outsource training for rollouts?
How can we get attorneys to attend training?
Do you need customized documentation?
Why do you need floor support?
Why should you have a pilot test group?
What are the steps to a successful rollout?
What is Metadata?
What is the risk of Metadata?
How can you control Metadata?
What is matter centricity?
Should Word be customized for law firms?
When Word is installed "out of the box" in law firms its most powerful and valuable features are difficult to use. Styles are the backbone of Word; however out of the box Word's styles do not contain the formatting used by law firms. In legal documents the first line of a paragraph is never indented at .25 inches, yet Word's Body Text First Indent style is formatted in that manner. Most Word styles need to be reformatted to contain paragraph formatting used in legal documents. In the Options dialog box under the Tools menu, many features under each tab need to be set for the way your firm works. Custom buttons and toolbars can also be created for repetitive tasks. Many other modifications can be made to Word before installation to enhance its usability. These settings should be done globally across all users to ensure consistency in document production. Some of these customizations can be made in Word's normal template (normal.dot) while others require editing Registry settings or using Group Policies.
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Is there a problem using WordPerfect and Word in a dual environment?
Based on my experience and research, the answer is unequivocally YES. The entire underlying mental approach to using Word and WordPerfect is basically different. One disparity is the way Word's formatting options primarily apply to an entire paragraph, where Word Perfect codes may be applied to words, phrases, and sentences within a paragraph.
The following information was taken from an article written by a Microsoft support engineer.
The root of the issue is in WordPerfect's document structure, with its embedded codes. This is a completely different theory of what constitutes a Word document, at a very basic level. WordPerfect looks at a document as a stream running from top to bottom; the embedded codes change the behavior of that stream as it passes through a theoretical window, either the view on screen or being processed by the printer driver.
Word looks at a document as a structure, the basic building blocks being character, paragraph, and section. The text is stored in the file as pretty much plain text and the formatting itself is stored in binary form at the bottom of the disk image of the file with pointers into various offsets in the text. (This is why there is no "reveal codes" in Word; there are literally no codes to reveal.) It is also an extremely efficient way to define formatting; there are no moving parts, only values to be changed in the formatting tables as the document changes. It also makes the retaining of formatting (or merging of formatting) during drag-and-drop editing much easier to implement. WordPerfect has to actually move strings of characters - its formatting codes - around in the document, and this imposes a lot of overhead. This has changed somewhat in recent versions, as WordPerfect has moved to a more pointer-based format.)
When you try to move between these models, there are inevitable breakdowns. There are things in both products that simply don't have an equivalent in the other. Add to that the fact that a converter must make several passes on the WordPerfect document to resolve all the embedded codes, and it becomes a very difficult process to do accurately. Within the industry, WordPerfect is considered the most difficult format to convert accurately by far; it's not that WordPerfect intended to make it that way, it just is.
WordPerfect's embedded code formatting instructions lend themselves to a degree of convolution in unskillful users' hands. There is nothing that can be done about the features idiosyncratic to WordPerfect that have no near equivalents in Word, and vice versa. Most corporate clients of law firms utilize Word, since they phased out WordPerfect years ago.
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Why should you use styles in Word?
Using styles in Word documents is a fundamental Best Practice. Word is a styles-based word processor. Word does not understand direct formatting; therefore the use of excessive direct formatting can slow down the processing of the document, increase the file size and make the document at risk for corruption. The three primary reasons for using styles in legal documents are:
- Speed. Styles are the fastest way to format or reformat documents.
- Consistency. Styles live in documents. To edit a document without worrying about consistent formatting, simply apply the style.
- Document integrity. One of the main reasons for document corruption is direct formatting. The use of styles eliminates the need for direct formatting.
Other benefits of using styles include:
- Document Sharing. When we share documents electronically, the same document can have multiple editors. Through the use of styles each reviewer can easily apply the appropriate formatting by applying the appropriate style.
- Court Rules. Many legal documents require precise formatting to meet court filing requirements. Styles can be used to apply the correct formatting in these varying documents.
- Branding. Using styles to format documents creates a consistent look throughout the firm.
- Table of Contents. Using styles prevents the need for marking text for a table of contents. Word can automatically generate a table of contents based on styles in a matter of seconds.
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What causes documents to become corrupt?
One of the primary causes of document corruption is converting documents from one format to another and back repeatedly. This process, called round-tripping, greatly increases the document's chance of becoming corrupt. Document corruption can also be caused by the use of excessive direct formatting. Word is a styles-based word processor. Direct formatting increases the file size of documents and slows processing down.
Copying text from foreign applications, such as WordPerfect or the Internet, without using Word's "Paste Special Unformatted Text" or "Keep Text Only," copies the formatting codes of the source text, a known cause of document corruption.
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What are the Best Practices of Word document production?
To create healthy documents that are assets to your firm, use the following Best Practices:
- Format documents using styles. Styles provide stability in Word documents.
- Always use Paste Special when copying text from a foreign application. This method removes all previous formatting from the text and helps prevent corruption.
- Avoid direct formatting as much as possible. Direct formatting increases the file size and slows down processing.
- Change the paragraph style to Normal when inserting a Section break. Section breaks should include no paragraph formatting to prevent unnecessary formatting in the text that follows the section break.
- Use Track Changes only if necessary. Track Changes can unintentionally leave a trail of edits in documents.
- Remove Metadata before sending documents. All MS Office files contain information in addition to the data of the file, which should be removed to prevent unintended disclosure of this information.
- Never "round trip" documents. Rounding tripping is when a document goes through a conversion from one word processor to another and back. Edit the document using the word processor that the document is to stay in.
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After a conversion or upgrade will my documents be ready to use?
To insure documents are ready to return to action after a conversion or upgrade, firms should select an appropriate document conversion vendor and submit sample documents for conversion. The resulting converted documents can then be reviewed to insure compliance with criteria the firm has specified. Although this process can produce successfully converted documents, some manual clean up must be done to reapply styles and numbering, regenerate tables of contents, etc.
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How can you justify the cost of training to management?
Training your users on proper document formatting can mean the difference between a document that will cost your firm unnecessary time, money and productivity and one that will return profit to your firm. For more detailed information, read Roberta Gelb's insightful and educational article
Beware the Hidden Costs of Bad Formatting published in the May 8, 2007 issue of Law.Com.
Training users also reduces help desk calls that cost firms an estimated $150 per call.
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How can you determine how much training is needed?
The amount of training needed is determined by several factors and should be discussed with a consultant to decide what is right for your firm.
- How many new versions of existing software or new applications are being installed?
- Are the users up to speed on the current applications?
- How many differences are there in the new version of software being installed?
- Have the users worked with this type of application previously?
- At what level are the overall users' computer skills?
Providing the right amount of training is necessary for a successful roll out to ensure users can perform their duties upon returning to their desks.
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Why should you use legal specific trainers?
Utilizing legal-specific trainers who are familiar with the creation of complex legal documents is imperative. Non-legal specific training does not address the advanced features in Word such as table of authorities, table of contents, cross referencing, section formatting, etc. These features are used in the legal arena on a daily basis but are not necessarily intuitive. Training by professional legal trainers can reduce frustration and lost time by providing the specific information needed to get the job done.
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Why outsource training for rollouts?
Often the necessity for additional staff is reason enough to outsource training for software implementations. However, other benefits include gaining the experience and expertise of resources that have provided support for similar projects multiple times across a number of law firms. End users are frequently resistant to new technology; providing an expert from outside the firm tends to lend credibility to the project as well as prevent lasting resentment toward in-house personnel.
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How can we get attorneys to attend training?
Getting attorneys to attend training is a very common dilemma. They are busy people and their time is money. Clearly identifying the objective of the training and how it will benefit them, as well as keeping the training short and to the point are usually effective methods to ensure their attendance. Flexibility can also work in your favor by providing training during the lunch hour with lunch provided. Other options are immediately after work and on Saturdays. Offering one-on-one desk-side training will get attorneys who are not available for formal training up to speed on new technology at their convenience.
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Do you need customized documentation?
You need customized documentation because applications are rarely installed "out of the box." Documentation should reflect the screens, dialog boxes, toolbars, templates, procedures, default settings and specific system tasks as they appear and are used on your users' desktops. Custom documentation is also needed to reflect integration between applications such as word processor integration with document management, email, redlining, etc.
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Why do you need floor support?
Access to support at their desks after returning from technical training is critical for users. Floor support reduces the down time that they would experience and allows the users to perform their tasks immediately.
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Why should you have a pilot test group?
The purpose of the pilot group is to test the image for system performance, accessibility, and the ability to create, save, edit and print work product. If possible the pilot group should consist of employees of all types--secretaries, paralegals, attorneys and other staff members. Pilot group testing helps insure that the image delivered to the end users meets the firm's design specifications. The use of a pilot group contributes to the success of the migration or upgrade project.
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What are the steps to a successful rollout?
Tried and true steps for a successful rollout include:
- Create an IT implementation team that includes technology specialists, an experienced project manager, and experts in business analysis and change management. Scope, time, cost, risk and people management are the responsibilities of the project manager.
- Follow a solid process and adhere to your industry's best practices. This often involves the use of an experienced consultant.
- Select the right technology. When making these decisions, be sure to evaluate what is reliable, stable and meets your business requirements. Knowing a technology's strengths and limitations is invaluable in making the right decisions.
- Provide training to the staff. This step is a necessity for any successful IT implementation. Focusing on the benefits to the employees and giving them the knowledge they need helps promote acceptance and ensures maximum benefits from the new tools. Floor support during the transition, so users know they can get the information and help they need, provides a comfort zone with the new system.
- Plan for unexpected problems. No matter what technology is being implemented, a contingency plan is critical. Having a roll-back plan will help ensure business continues as usual while the IT implementation team has time to deal with any unforeseen challenges that could arise.
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What is Metadata?
Metadata is information that is saved electronically along with the text of a document. The author's name, the company name, where the document was created and a list of previous authors, along with the editing time, are included. Metadata also consists of system information that could allow others to view the company's document template and repository and retrieval practices. Information regarding the document's history is another element of metadata. If track changes or comments have been used in the document, viewing these changes could be easily accomplished.
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What is the risk of Metadata?
When documents are shared electronically, the potential of exposing information that was not intended for disclosure exists. As you share more of your documents electronically, you need to know what type of hidden information exists in your files. To avoid unintended disclosures, be sure that your firm implements the necessary safeguards to remove metadata from files going outside the firm before they are sent.
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How can you control Metadata?
Inform your firm's employees about the risks of metadata and use a metadata removal tool that distributes a clean copy of documents sent outside the firm. Metadata removal tools are available from the following companies as well as others: Payne Consulting, BECLegal, SoftWise, and Esquire Innovations.
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What is matter centricity?
Matter centricity is actually creating an electronic, virtual file drawer that emulates the physical file drawer containing all the manila folders for a particular matter and places it at your fingertips. The electronic file folder can contain all types of information and file types.
The purpose of matter centricity is to make case matter information accessible to users at any time and from any place. Matter centricity provides the capability to download all documents based on a particular matter and integrates with electronic and paper records.
Implementation steps to consider:
- A project team should be created by the law firm's managing partner to examine the firm's position, assess the possible solutions, recommend an approach and guide the project's implementation.
- This team should meet with employees from each practice group to understand how they work and study the system used to organize physical files.
- Working with a legal technology consultant, a concept should be developed, demonstrated and fine tuned as necessary.
- Once implemented, employees should be trained in the new process and floor support provided to assist users at their desks.
Matter centricity leverages the firm's knowledge and information management. InterWoven and Open Text (previously Hummingbird) document management systems have the ability to implement matter centricity.
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