The quarterly publication of the International Legal Technology Association
Issue link: http://read.uberflip.com/i/57001
best practices Exceed Expectations with a "Glocal" Approach by Leonard Johnson of NetDocuments In today's global and Internet-driven market, the "think globally, act locally" mantra becomes even more relevant as people across the globe expect the same level of service, support and cultural respect, regardless of whether they reside in Phoenix, Singapore, Brussels or São Paulo. As many U.S. firms open global offices or merge with firms operating internationally, there are ways in which you can meet and exceed expectations with a "glocal" approach (i.e., combining the idea of globalization with that of local considerations). Develop Cultural Knowledge Being sensitive to the needs of international offices, their respective cultures and ways of doing business helps create an environment that: • Unifies people across offices and continents • Increases efficiency and productivity • Enhances the relationship among an organization's people This healthy environment intrinsically advances enhanced service to clients and customers. The more staff members are "local," both physically and culturally, the more unified the organization becomes. Any attorney or staff member who has actually lived overseas for a period of time will have more empathy and appreciate what it means to work in a remote office. Some training and cultural exposure to your firm's different locations will go a long way in increasing the level of service provided to those offices. Cater Helpdesk Support The level of helpdesk support required for a remote office can depend on expectations, the size of the office and the office's history, such as whether the office was created from within or as the result of a merger. As Lance Waagner, President and CEO of the international technology support company Intelliteach, points out, "There is nothing technically preventing a firm from providing support from the headquarters, but support from a local person who 'understands them' increases the confidence levels of remote office staff." Utilize Technology That Fits The same reasoning applies to the various types of technology used. Some cultures are used to communicating through email messages to resolve a problem, but this approach is not as interactive as 18 Peer to Peer