Peer to Peer Magazine

June 2012

The quarterly publication of the International Legal Technology Association

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"We let debate happen, and you let it kind of burn its way out, with people offering their opinions on both sides of an issue. And then you say: 'We've listened to all of this. We've taken it into consideration and here's what we're going to do.' Even the most ardent people opposing whatever decision will at least think: 'I had my say. You heard me, and you told me why you made the decision.'" Enhanced Skillsets Required Becoming a UX advocate isn't just about a title change; a big part of the job will be to manage expectations. To be able to perform this function, UX advocates will need to have a broader understanding of how the business of the firm works. In order to be seen as intermediaries, not adversaries, trainers will need to work on their communication and negotiation skills. They will have to make additional efforts to become subject-matter experts so they can explain "why" and not just "how to." Trainers making the transition to UX advocates will need to become proactive in identifying and reaching out to users who appear to be having problems. They will need to be flexible in delivering solutions to fit each user's needs, skill level and learning style. And they will need to be able to quantify their contribution to the firm's ROI by demonstrating the successful implementation and adoption of technology. Everyone Has a Role For this role change to work, there will need to be a cultural change to recognize that everyone in the firm has a stake in the success of the firm. The training process will need to adapt by becoming more flexible and ongoing, with more emphasis on the individual and "teachable moments" tied to support of real- time issues. Allow people on the "front lines" to have a say in the technology they use every day. Procedures will need to be put in place to ensure that feedback collected by UX advocates is funneled up through the chain of command. User experience advocates need to be able to say, "We take your experience seriously, and it's my job to make Peer to Peer 21

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