About Peninsulawyer
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I work on the Wirral peninsula in the UK as a solicitor specialising in corporate and commercial law.

The posts on this blog are my personal views on social media and technology in the law and the deregulation of UK legal services.

I may also throw in some corporate and commercial law from time to time.

I try to be accessible to anyone who wants to read and not just lawyers. If I am making a hash of this please let me know!

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    Entries in law firms (3)

    Tuesday
    Apr202010

    It ain't all good...

    I have been thinking lately about how lawyers might use social media to deal with less positive publicity and comments.

    The background to this is that one of our local firms of solicitors recently launched a new website as part of a rebranding exercise. They announced it with a bit of a fanfare and also plugged it on their new Twitter account asking what people thought.

    Like most tweets about local lawyers, this found its way to me via the Twitter searches I have set up using RSS so I decided to take a look. I don't really have an unhealthy obsession with law firm websites, but I like to keep on top of new ones which are launched locally to see if they have come with anything exciting.

    In this case, the answer was basically no, but I noticed that the "contact us" box didn't seem quite right in Safari... text was superimposed over a picture in a way which made the whole thing illegible and the elements of the form seemed to be in the wrong places.

    A quick look on Firefox showed what it should actually have looked like... definitely a problem with how the site rendered in Safari (and mobile Safari too... I checked!).

    I tweeted back to point out that there seemed to be a problem with how the site rendered in Safari and that they might want to check this out.

    The response... absolutely nothing. Not a "thanks for the heads-up" or even a "get stuffed!" and a week later the site still doesn't work properly in Safari.

    I can't understand the thought process behind this. Are they ignoring me because I work for a competitor? Are they not interested in Safari users? Do they think I am trying to wind them up?

    If it was my site I would want it fixed and I would be happy that someone pointed it out (whoever they were).

    This isn't even a case of negative publicity or unpleasant comments (I was genuinely trying to be helpful rather than snarky... which is why I haven't named them in this post), but is a blank silence the best response?

    In this situation there is nothing to be lost by a polite response (by DM if you are worried about losing face)... followed by a prompt call to your web designer!

    I don't think that it is ever appropriate for law firms to deal with serious negative publicity (complaints by clients etc.) via Twitter... but if you are serious about social media you can't only engage with those who are saying what you want to hear.

    One quick example:- the recent story about Coca Cola supposedly encouraging workers to call in sick in their adverts for Glaceau Mineral Water.

    I actually follow @glaceaunwest (the local account for Glaceau Mineral Water) on Twitter and on the day the story broke I tweeted:

    I doubt this had Coca Cola nervously checking their stock price (and it probably wasn't all that funny either), but a little while later a response popped up from @glaceaunw:

    Made me chuckle... and also showed that they are not just on Twitter to send out Tweets plugging mineral water, but are actually serious about engaging with people who have something to say about their business.

    Law firms who are venturing onto Twitter would do well to bear this in mind. It isn't a broadcast medium (at least not if you want to see any benefit).

    If you aren't prepared to deal with the tricky Tweets as well as the flattering ones then maybe you should think twice before putting yourself out there?

     

    Tuesday
    Mar232010

    AdWords, handbags and law firms

    The European Court of Justice ruled this morning that Google had not infringed the trademarks of Louis Vuitton and others by allowing others to buy their trademarks as keywords using its Adwords service.

    There is a very detailed note on the background to the case and the judgement on the Society for Computers and Law site, but I am interested in just one element for now - how this applies to law firms.

    Louis Vuitton brought the claim because sellers of couterfeit products are using Google Adwords to bid for the keyword Louis Vuitton. This meant that the Google search results for this keyword would display an advert for the counterfeiter's site in the "sponsored links" section (which is featured prominently at the top of the results).

    This is bad for the brand for two reasons:-

    1. it supposedly dilutes the value of their trademark and may mislead users into buying the counterfeit product instead of the genuine one; and
    2. it massively increases the cost of the brand bidding on their own trademark in Adwords (see for example Interflora's statement on their blog in relation to their own case against Marks & Spencer for using "Interflora" as an Adwords keyword).

    As a designer handbag brand, it is easy to see why this is a problem. However, surely it is not relevant to law firms?

    At the moment I don't think it is that relevant. Law firms do use Adwords, but mainly to bid on generic keywords such as "conveyancing services" so that their adverts will appear in searches for those terms.

    It is impossible to know for sure, but searching against a random selection of ten or so firms of different sizes didn't bring up any of the telltale "sponsored link" results which would show that they (or someone else) had bid on their names in Adwords.

    This makes sense. After all if someone is searching for your firm by name then they will find it through organic search results unless there is a catastrophic problem with your site rankings. You wouldn't want to pay per click for it.

    It is even less likely that firms will have bought their competitor's names. What are the odds that someone searching specifically for "Bodgeit & Scarper LLP" will see your firm in the sponsored links and decide to use you instead?

    So is the Google Adwords problem just one for the handbag manufacturers?

    Well, no. There is a new class of legal service provider who is going to be very vulnerable to this type of activity.

    One of the many responses to the threat posed by the Legal Services Act 2007 is the creation of new "umbrella" brands under which law firms will group together and pool their marketing resources. The intention is to create a powerful and recognisable brand which can compete with Tesco, Halifax and other brands who may choose to enter the market.

    These new players (let's call them "Top Solicitors" or "Activate Legal" for the sake of argument) are applying for trademark protection for their shiny new brands and are most definitely using Google Adwords to bid on them as keywords.

    As these brands become more well known, what is to stop Bodgeit & Scarper LLP and their unscrupulous peers from bidding on "Top Solicitors" as an Adwords keyword so that they appear in the sponsored links in the results of a search for that term?

    Under the terms of the ECJ judgement, Bodgeit & Scarper LLP will be able to do this provided that their advert enables an average internet user to see that Bodgeit & Scarper's services come from a third party and not "Top Solicitors".

    By definition, those searching are looking for a solicitor (rather than having any loyalty to an existing firm) and if the advert looks attractive then maybe they will give it a click, diverting business from Top Solicitors and driving up their costs of bidding on their own trademark using Adwords.

    This is the downside of building a brand. Law firms do need to do it, but once you start to swim with the big fishes, you need to spend a lot of time looking out for the sharks!

     

     

     

     

    Wednesday
    Feb032010

    Mayor of your law firm

    I have been playing on Foursquare recently since it went "global" last month.

    For anyone who hasn't come across it, Foursquare is a relatively new service which brings together social networking and gaming.

    It allows you to check-in at specific locations (a bit like Brightkite) and post tips and reviews (a bit like Yelp), but also has a points based system allowing you to compete with your friends. Points are given for multiple venues on a night out, adding new venue and all kinds of other combos. It also links to Twitter so that your Twitter followers can see your check-ins.

    Mobile clients are a prerequisite for this type of thing and clients are available for the iPhone, Blackberry, Android and Palm Pre at the moment.

    Until the global launch it was limited to certain big cities (not much use for those of us on the Wirral!), but it can now be used anywhere provided that you don't mind adding your own venues as you go along.

    Although it is basically a game, Foursquare is very interesting for businesses as it lets them run special offers for first check ins at their venue or for the "Mayor" of the venue (the Mayor being the user who has checked in the most times at that place). For the time being at least I have the honour of being the Mayor of Tebay Services on the M6!

    Businesses have apparently been running these offers informally for a while (see the business section of the Foursquare site for details), but Foursquare are formalising this so that the offers pop up on your iPhone when you check in at or near a participating bar.

    The other big benefit for businesses is that the check-in promotes their venue to the friends of the Foursquare user.

    Tips from your friends pop up when you check in at a venue they have previously commented on. I got one of these the other day checking in at The Quarter in Liverpool with an insider tip about nearby bars which really brought home how useful the service could be.

    I read a good post on Three Geeks and a Law Blog just after Christmas about the business possiblities of Foursquare for law firms. Please read the whole post, but to summarise the conclusion was that Foursquare probably wasn't for B2B generally and that "Law firms would be even more adverse to displaying this sort of information.".

    I have been thinking about this myself since I have been using Foursquare and I can't decide whether there could be some scope for imaginative law firms to get some Foursquare love or whether this is a total non-starter.

    Clients are unlikely to want to check in at your office when they come for meetings. However, maybe a firm which promotes a series of regular seminars or networking events could run an offer for regular attendees (check in via Foursquare and get a branded coffee mug... could you get more exciting than that!)?

    The flipside is that maybe (some) clients will want to check in at their solicitors. After all, they can always add your office to Foursquare if they want and check in on their own initiative. There are certainly some law firms listed in the US.

    Maybe if Foursquare does take off in the UK this will become another social media channel which firms will want to monitor?

    Whatever the answer, I do think that Foursquare is a really interesting development in linking social networking to bricks and mortar... and for now at least it is a great way for downtrodden associates to leapfrog the promotion ladder and become mayor of your own firm!

    *Apologies to any RSS subscribers who have had this twice - my fault for messing up settings. Won't happen again*