The Gazette 1992

GAZETTE

MARCH 1992

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Document, Case and Client Management Systems

Difficulties arise out of substantial use of word processing documents. While some systems are equipped with basic document indices, large volumes of documents require proper, structured management. In effect, what is required is an automated filing and retrieval system for word processed documents. Document or Case Management systems provide classification and diary management routines to control the flow of documents through the life of a case and to link the documents, as appropriate, with relevant client details and with other aspects of the practice.

development of a separate and parallel client and contacts database which will contain all of the necessary information for mail-shots, promotional literature or legal updates to particular individuals. There are strong arguments against the construction of such a database given the resources required both to initiate and to update the detail held on it. The unnoticed death of a client; a change of address or position within a client firm; changes in marital status etc. may all go unnoticed on the database resulting in the outputting of embarrassing letters and mailshots. Where client details are collated and stored for document or case management or for a client database, regard should be had to the provisions of the Data Protection Act, 1988 which imposes statutory duties in respect of automated storage of personal data. Where sensitive personal data (as defined in the Act) is held on any system, registration must be made with the Data Protection Commissioner. Further Reading The Right Client Database: Irving Watson The Law Society Gazette (London) 30th January, 1991. Client Database: Facts and Fiction: Delia Venables The Law Society Gazette (London) 24th July, 1991. What exactly is a Client Database?: Delia Venables The Legal Abacus January, 1992. This column is contributedby members of the Technology Advisory Group, an informal grouping of solicitors who, with the approval of the TechnologyCommittee of the Law Society, seek to promote awareness and use of technology within the profession. Further details from the Honorary Secretary, John Furlong, c/o William Fry, Solicitors, Fitzwilton House, Wilton Place, Dublin 2. •

John Furlong • a strict and enforced use of conventions to complete the necessary client and matter details, • consistency in the content and updating of relevant documents with a continuing quality control check, • a recognition that the systems are best suited to standard procedures and applications, • some of their capabilities are already provided within standard word processing systems and/or accounting systems. If the system is planned properly, the client details which are input at the start of a transaction may also be used to construct personalised letters to the client; to record specific information (about a will or title deed etc.); to update clients on changes in the law and to provide a limited link with details held in the firm's accounting system. The details may also provide a means to collate

Such systems have three principal requirements:

• the planning of the steps undertaken in a particular transaction (e.g. acting for purchaser of a new house) and

the identification of the documents used in that transaction,

• determination of the type of client details and matter detail required for the successful processing of the case, • the identification of the chronological routine from the start of the case to its conclusion and the diarying of the documentation relevant to each particular stage. The systems link the glossary and merge type features of word processing systems with a structured management routine. Proprietary systems, if properly planned for and if used correctly, are a significant way of minimising document processing costs and reducing the risk of error, or omission in standard transactions. Fundamental to the success of such systems are:

information about clients for information, marketing and

promotion. Alternatively and allied to document and client management, larger firms may consider the

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