The power of the personal touch

My fears that the usual smooth running of the office would come to a crunching halt while I relaxed with the family on holiday proved without foundation.

Was it all down to my forward planning and diligence before jetting off? I would love to think so. In reality, I am happy to admit that office life ran like clockwork thanks largely to
my support team.

The fact that I was not missed quite as much as I may have feared, or perhaps wished, has further highlighted how valuable the role of a legal secretary is.

Women first took on the work of legal secretaries during the first world war and, although the role has developed as the profession has diversified, a legal secretary’s priority continues to be the smooth progress of cases; ensuring a solicitor or legal professional is in the right place at the
right time and with the right information at their fingertips.

In an often complicated environment, under relentless pressure as deadlines
rattle towards us, never underestimate the calm
and organised presence
of a secretary.

Also, my secretary is
also often the first port of
call for my clients seeking
an update, information or
simply reassurance.

Valuable role

Therefore, it is disappointing
to see the role of a legal secretary being undervalued
by many firms for a variety of reasons, including cutbacks. During any financial review, secretarial support is an area that comes under financial scrutiny early on and is often hard hit.

At the start of 2014, our
firm pledged to ensure that customers are always centre stage amid the frenzy of changes, reforms, innovations and cuts.

Our profession deals with cold, hard facts to support arguments. Despite our daily dealings with people in an
array of emotional states, a lawyer is not necessarily expected to demonstrate the soft skills that you may expect from health professionals,
for instance. Clients expect or want little from us except solid legal advice.

A degree of separation between lawyer and client is arguably beneficial for a relationship to grow, while an attentive legal secretary can bridge any emotional gap and further enhance quality service.

Watered down

Technology has also played
a part in watering down the importance of a legal secretary. Case management systems have significantly improved removing the need for human intervention and certain triggers in the client journey.

There has been an improvement in the accuracy
of speech-recognition software, enabling dictation straight
onto a computer rather than
via a person.

And, as in many different service areas, there has been
a move towards outsourcing, which has advantages in
terms of cost savings and employment issues.

With the introduction of
ABSs and clients becoming more price savvy, there is pressure to pass on savings to clients, but it must also be remembered that good service is one of the ways to retain clients or attract new business.

Regular updates and prompt responses are highly regarded by clients. Because of the increasing demands on solicitors and legal professionals, whether it be meeting schedules or business development, instant responses can be unrealistic and difficulties can arise in managing client expectations. The fact that a legal secretary can be readily available to assist the client in your absence speaks volumes about how clients are valued.

I may seem old-fashioned for still wanting a secretary but I see myself as lucky for having such expert assistance at my side, having someone who adapts in demanding situations.

Advances and investment
in technology may ultimately transform the sector, but nothing can replace the
value of human interaction when it comes to client
service and relationship management.

Far from being considered
a luxury, law firms should recognise the opportunity cost of dispensing with or cutting back on their legal secretaries and buying in services or, worse still, replacing them with impersonal technology. SJ

Claire Currie is a partner at Kirwans