2008 National Lawyer
October 15-18, 2008
The Crowne Plaza Resort Anaheim
Garden Grove, California
SHELLI CHOSAK has been active in KEN MATEJKA is a California attorney and
the field of Organizational Consulting and member of the American Bar Association's
Psychotherapy for the past 25 years, and Standing Committee on Lawyer Referral and
holds a Ph.D. in Organizational Psychology. Information Service. In 1997 he co-founded
Her areas of specialization are in Conflict a national online marketing site for lawyer
Management, Change Management, referral services, iLawyer.com, which is currently
Interpersonal Communications, Productivity, operated by the New York City Bar Association.
Leadership Development, Empowerment, Team For 17 years, he worked at the Lawyer Referral
Building, Stress management, and Executive and Information Service of the Bar Association of
Coaching. Shelli has been active in community San Francisco (BASF). For the last several years
organizations and is a member of the at BASF he served as LRIS Operations Manager;
Organizational Development Network and the in that role he was chiefly responsible for
American Society for Training and Development. marketing the lawyer referral program, including
actively managing its Google advertising. In
2007 he co-founded LegalPPC, a search engine
KAREN CRAWFORD is an independent advertising company dedicated to helping
consultant specializing in call center and
lawyers and legal associations get more clients
industry related topics. She has been involved
through Google advertising. LegalPPC currently
in designing, staffing, training, compensating,
manages Google advertising campaigns for 13
consolidating, and automating operations in
bar associations and a growing number of law
telephone based customer contact organizations.
Her focus is on the profitability and productivity
of centers and their staff.
JANIS SWARTZ has 10 years of human
resources experience. Prior to her most recent
PHILLIP GROSS, Lead Webmaster for position as Senior Generalist for Wireless
the American Bar Association, brings eight
Communications in San Diego, she was Director
years of web development to the table. His
of Employee Relations and Diversity for MGM
experience of effectively implementing and
Studios and Human Resources Manager for
strategizing web development opportunities
Univision/ KMEX-TV in Los Angeles. Her
within the American Bar Association, and for
experience with nonprofit organizations includes
such companies as Amsterdam Financial,
active involvement with Junior Achievement,
i4designmagazine, and Kraft Foodservice adds
Cities in Schools, Women at Work and the
a valuable insight to this LRIS Workshop.
Entertainment Industry Diversity Council. She
is an active member of the Society for Human
FELIPE KORZENNY, Ph.D. is Director of the Resource Management and the American
Center for Hispanic Marketing Communication Society for Training and Development.
at Florida State University and author of the
book Hispanic Marketing: A Cultural Perspective.
Dr. Korzenny leads graduate seminars on the
topic of Multicultural Marketing Communication
at Florida State University and has made
presentations to many multinational corporations
wishing to reach out to the U.S. hispanic market
and organizations as diverse as the National
Hispanic Corporate Council, Dairy Management,
Inc. and the Direct Marketing Association.
Besides his academic work, he consults for
multiple organizations on Hispanic marketing,
and is a partner with Captura Group, a Hispanic
Interactive Marketing firm. He currently serves on
the board of the Advertising Research Foundation.
Attendee Note: We are starting conference sessions earlier to allow more networking time
throughout the conference. Please note that the conference schedule starts each day at 8:00 a.m.
Breakfast is available daily at 7:00 a.m.
Wednesday, October 15, 2008
Pre-conference Session: LRIS Nuts and Bolts 8:30 a.m. – 5:00 p.m.
(Breakfast and Lunch are on your own)
Welcome Reception 6:00 p.m. – 7:30 p.m.
Thursday, October 16, 2008
Workshop Registration 7:00 a.m. – 7:45 a.m.
Newcomers’ Breakfast and General Breakfast 7:00 a.m. – 7:45 a.m.
Introduction and Opening Remarks 7:45 a.m.
Opening Plenary 8:00 a.m.
Sessions 8:00 a.m. – 3:00 p.m.
Cindy Raisch Awards Luncheon 11:15 a.m. – 12:30 p.m.
Friday, October 17, 2008
Continental Breakfast 7:00 a.m. – 8:00 a.m.
Sessions 8:00 a.m. – 11:15 a.m.
Boxed Lunch (Talk Amongst Yourselves) 11:15 a.m. – 12:30 p.m.
Sessions 12:30 p.m. – 3:30 p.m.
Saturday, October 18, 2008
Continental Breakfast 7:00 a.m. – 8:00 a.m.
Plenary Session 8:00 a.m. – 9:30 a.m.
Sessions 9:30 a.m. – 11:00 a.m.
Expanded Day-Long Pre-Conference Training for New Managers and Bar Leaders
LRIS Nuts and Bolts Training
A pre-conference program designed to introduce "newbies" to the world of LRIS. This day-long session provides an overview of
program operations, quality standards, and current issues. Experienced program directors will demystify the lingo and give meaning
to the "business of public service" mantra that guides the field.
Part of this day-long training includes a 1½ hour program on the essentials of front-line interviewing in a call center. Learn the essential
skills and standards for state-of-the-art management of a call center and unique human resources management concepts specific
to this specialized area. Karen Crawford will talk about all of the basics of running your LRIS center: call answering and handling
standards, techniques for handling difficult callers and ways to help your staff through coaching and monitoring both their calls and
performance. You will leave with phrases, checklists and tools to help you and your staff perform at a higher level. This session will
include exercises and role-play.
New this year is a 2-hour session on website utilization in your LRIS program. Attendees will learn about the fundamental
characteristics of a successful website and the basics of search engine optimization. During the website program you will discuss the
characteristics of sound website design and how to assess whether your design is providing maximum utility for your users. During
the search engine optimization program you will learn the essentials that will boost your LRIS’s position in the search engine indices.
Pre-session on Wednesday, October 15th from 8:30 a.m.– 5:00 pm. Separate registration required - $55.00 fee.
Breakfast and lunch are on your own. Please see the conference registration form for registration information.
Thursday Opening Plenary
Getting Results: Using Your Personal Power Operating a Reduced Fee Program
Developing and enhancing your sense of personal power Every lawyer referral program encounters clients who are
will enable you to become more effective, relate better to unable to pay regular lawyer’s fees, but whose problems
others, minimize conflict and stress, and get better results cannot be solved without the assistance of an attorney.
in your interaction with others. Learn how to identify the Many programs have established modest means
components of your own personal power and how to programs to assist these clients. Discuss the operational
make it work for you. Topics include: the persuasion aspects of these programs and how they can serve a
process, getting desired results when conflict arises segment of your community and provide a complement
and building an action plan. to your full-fee program.
Featured Speaker: Shelli Chosak, Ph.D.
Marketing Decision-Making with Scarce
Resources (Two-hour program)
Ten years ago the conventional wisdom was that
Multicultural Marketing Communication Yellow Pages was the dominant and required marketing
Multicultural marketing is one of the newest horizons location for public service LRIS. This session will provide
in US marketing but there is little consensus as to its information on where programs with the best bottom lines
meaning, implications and scope. Dr. Felipe Korzenny, are allocating resources. Panelists will discuss strategies
a leading researcher in this field, will discuss whether for choosing where and how to spend limited marketing
there are common denominators that make marketing dollars and ways to evaluate the effectiveness of new
to multiple cultures possible and what the needs and marketing avenues. Learn about resources for optimizing
desires are of different cultural groups that can potentially your scarce dollars.
be merged to develop a common marketing strategy.
Dr. Korzenny will also discuss how one derives cultural
insights to establish deep connections with consumer’s Developing Subject Matter Panels
culturally unique groups. The ability to match a complex legal matter with an
Featured Speaker: Felipe Korzenny, Ph.D. attorney who possesses the expertise to handle it is a
value-added service in a competitive world. Learn how
to establish subject matter panels that will improve the
Breakout Sessions: image of your public service LRIS and give your program
Policies and Practical Pointers: Getting a competitive edge.
the Percentage Fee Money that is Owed –
A Hands-On Workshop (Three hour program) Advanced Call Center Skills
Programs that successfully capture the percentage fee If you have been running a call center for a few years,
money owed have consistent commonalities. These come to this session to pick up advanced skills. Karen
include comprehensive policies that capture the culture Crawford will cover call handling best practices, current
of the bar association’s approach to percentage fees technologies, and people management tips including
coupled with an actively involved committee and recognizing employee burnout and working with difficult
multi-faceted procedures for tracking of cases. callers. You will leave with helpful phrases for your front
This mini-workshop will emphasize how to build a line staff to use with callers, stress reduction exercises
programmatic approach to building such an integrated and an ergonomic checklist to make sure your offices
system for your program. provide employees with all of the tools needed to help
them focus on your callers.
What Panel Attorneys Want from an
LRIS Program Succeeding as a Supervisor
Panel attorneys and the LRIS program value healthy, Supervisors are often hired or promoted into their
long-term relationships. Achieving that time of positions with the specific knowledge and skills they
commitment results from many factors, including need to be effective supervisors. During this session,
communication, honesty, trust and plain, old-fashioned Shelli Chosak will present core skills and useful tools to
hard work. This panel will discuss the key features help you progress as an effective supervisor, develop
that make this relationship work for the long-haul and more motivated workers, and better lead other individuals
discuss how you can analyze whether you have these to success. Topics include: understanding leadership
key features in place for your program. styles, establishing goals for yourself and other staff,
and managing priorities.
Constructive Solutions for Working with Getting Started with Pay-Per-Click Advertising
Challenging Employees (Two-hour program) Optimizing your website for a few, high-volume search
Managing performance is a key component of a leader’s phrases is very important, but how does your site rank
responsibilities, and developing performance standards for the other several thousands of ways people describe
and providing feedback can often be very challenging. their legal problems in a search engine? Learn how
This mini-workshop led by Janis Swartz will help you pay-per-click advertising can affordably, and immediately,
identify key performance measures, set goals and make your LRIS visible for all of your important search
standards, and prepare to give feedback. Topics will phrases, helping you reach the rapidly growing number of
also include; supervisor as a coach and counselor, people in your community who are actively searching for
understanding personnel law, avoiding litigation legal help in search engines.
and putting policies on paper.
Examining Critical Ethical Issues Special to ABA LRIS Workshop
Discuss the parameters of confidentiality of client Attendees – Meet One-on-One
records and other ethical dilemmas encountered in LRIS
program operations. Learn about applicable standards for
to Get the Answers You Need
unauthorized practice of law issues and bring your own
ethics questions to discuss. Individual Consultations
Mini-PAR Visits – meet with a PAR consultant
New Link Between ABA Young Lawyers and discuss issues of concern for your LRIS.
Division, FEMA and LRIS
We are once again offering the opportunity to meet with
Attend this session to learn about the new contract a PAR consultant to discuss your program’s issues and
provisions contained in the ABA’s Memorandum of receive some “quick and helpful” assistance. These
Understanding with FEMA that specifically authorizes sessions will be beneficial to programs that may have
the ABA YLD to coordinate with state and local Lawyer had a visit and only need a few questions answered,
Referral Programs, whenever a major disaster declaration programs needing minimal assistance, and programs
occurs and disaster legal services are required. Learn that want to know if a PAR visit is for them. Please check
from Craig Cannon, ABA Young Lawyers Division Disaster the box on the registration form to reserve a time with
Legal Services Director, about how this new protocol is a PAR consultant.
progressing and what you can do to coordinate with your
local ABA YLD District Representatives on this important
new initiative. Consults with a Web Designer
Featured Speaker: Craig Cannon (DLS Director) Womble Want to get a quick assessment of what you can do to
Carlyle Sandridge & Rice, PLLC, Raleigh, North Carolina make your web site more user-friendly? Sign up for a web
design consult and get an overview of suggested changes
to enhance the user-friendliness of your web site.
Effective Web Management Strategies Preference will be given to non-profit, ABA logo-
Managing a website in a meaningful way can help approved programs.
you develop a more effective relationship with your
customers. In this session we will discuss various
strategies that can help save you time, lower costs, and
Consults with a Call Center Specialist
produce more effective communications. We will outline Want some one-on-one time with Karen Crawford, a call
and discuss Content Management Systems (CMS), RSS center specialist with decades of directly relevant
Feeds, and other tools for managing, updating and experience? A limited number of slots are available to
effectively communicating through your website. discuss your specific issues. Preference will be given
to non-profit, ABA logo-approved programs.
Approaches to Web Visibility – Advanced
Techniques Networking Sessions
You've put time and effort into creating web pages for your
LRIS program, but is anybody finding your website? Learn Breakouts by Number of LRIS Staff – Meet with your
about advanced search engine optimization techniques, peers and discuss shared issues and concerns.
inexpensive marketing options, and easy guerilla tactics to Software Forum – Informal roundtables for LRIS software
get your LRIS noticed on the Web by people searching for users to get together to discuss a specific software
legal help. program.
SPECIAL FOR ABA
LRIS WORKSHOP GENERAL INFORMATION
ATTENDEES ONLY! REGISTRATION FEES
Grand Prize ($3,000 Value) The cost of the 3-day Workshop is $310.00 for early birds
Attend the Workshop and enter a chance to win a free registered on or before September 12, 2008. The registration
Google advertising campaign from LegalPPC, a search engine fee is $365.00 for everyone registered after September 12.This
marketing company owned and managed by Ken Matejka fee entitles you to attend all program sessions, Wednesday’s
(formerly of the Bar Association of San Francisco). This prize will Welcome Reception, refreshment breaks, and luncheons on
give your program an inventory of thousands of highly targeted Thursday and Friday. The “LRIS Nuts and Bolts Program”
day-long pre-conference session on Wednesday is a separate
search phrases and hundreds of custom-written ad variations
charge of $55.00. The Attendees Special Event at Disneyland
promoting your service to local Google users who are actively
on Thursday night is at a charge of $45.00 per person.
searching for legal help. This free Google campaign has a $3,000
value and is critically important for every LRIS program in this
changing world (existing LegalPPC clients enter to win 3 months
of free management services for your program). Must be a
non-profit LRIS to win. Other restrictions apply.
Wednesday, October 15, 2008
Welcome Reception/Advance Registration
The Standing Committee on Lawyer Referral and Information
Service will host a reception at the Crowne Plaza Resort
Anaheim on Wednesday evening from 6:00 p.m. – 7:30 p.m.
You can pick up your name badge before entering the A block of rooms has been set aside for workshop attendees
reception. Conference materials will be distributed on at the Crowne Plaza Resort Anaheim, 12021 Harbor Blvd.,
Garden Grove, CA 92840. Crowne Plaza Resort Anaheim is a
Thursday, October 16 beginning at 7:00 a.m. Free to all
full service hotel conveniently located close to many local
attractions – only one mile from Disneyland. The special
Workshop room rate at the Crowne Plaza Resort Anaheim
Thursday, October 16, 2008 is $152.00 Single/Double (plus 13% tax).
Thursday Night Special Event Book Early! Make your reservations by calling the hotel
directly: (714) 867-5555 or toll-free at (800) 227-6963 and
Thursday Night Attendee Event at Disneyland – refer to the American Bar Association Lawyer Referral and
Twilight to Park Closing Information Service Workshop. Hotel reservations must be
Plan to join friends and colleagues at Disneyland, the Park received no later than September 12, 2008. Unclaimed rooms
that started it all. Specially discounted ticket for the twilight will be released after September 12, and the hotel will accept
hours are available for purchase with your Workshop reservations at the ABA rate based on availability. You will
receive confirmation of your reservation directly from the
registration. Ticket allows access to the park starting at
hotel. All reservations must be guaranteed for the first
4:00 pm to closing (customarily 10:00 p.m.). The Crowne
night’s room and tax either by credit card or deposit check.
Plaza Resort Anaheim offers free shuttle service to and Hotel check in time is 4:00 p.m. and check-out is 12 Noon.
from Disneyland. Tickets will be distributed onsite with the Individuals with guaranteed reservations must cancel their
conference registration materials. A limited number of reservations 24 hours prior to the scheduled day of arrival
tickets will also be available onsite. Join your colleagues to avoid a one night’s cancellation charge.
for what promises to be a memorable evening in the land
that Mickey built! TRAVEL INFORMATION
Please indicate the number of guests on the attached Airline discounts are available through Orbitz for
conference registration form and enclose payment. Ticket is Business or directly from the airline. To book online, visit
for admission to the park only; complimentary transportation www.abanet.org/travel – click under the Online Travel logo
to and from Disneyland is via hotel-provided shuttle. From at the top of the page – click on Member Book Travel button.
hotel to Disneyland is approximately one mile. Tickets are
$45 per person.
The 24/7 toll-free number for Orbitz for Business is (877) 222-4185.
American Airlines can be reached at (800) 433-1790. Reference discount
code is 18395. Consider alternate airport destinations. Distances from the
hotel are as follows: The John Wayne Airport (13 miles); Los Angeles
International Airport (34 miles); and Ontario International Airport (37 miles).
Conference registration cancellations received in the ABA office by
September 12, 2008 will be refunded, but are subject to a $50.00 handling
fee. Cancellations received after September 12 are not refundable.
For additional information, please contact Jami Krause at (312) 988-5786.
OTHER LOCAL ATTRACTIONS
Visit Edison International Field of Anaheim, home of Major League
Baseball’s Anaheim Angels, or the Honda Center, home of the National
Hockey League’s Anaheim Mighty Ducks.
The Block at Orange
Shop manufacturers’ and retail outlets including Old Navy, Hollister, Ann
Taylor Factory Store, and Saks Fifth Avenue OFF 5th, or take a break at AMC
30 Theaters, Dave & Buster's, Vans Skatepark, or Lucky Strike Lanes.
The Crystal Cathedral was designed by American Institute of Architects
gold medal winner Philip Johnson and his partner John Burgee, and has
over 10,000 windows of tempered silver colored glass that are held in place
by a lace-like frame of white steel trusses. The Cathedral is the home base
for the international Crystal Cathedral Ministries, including a congregation
of over 10,000 members and the internationally televised "Hour of Power."
Discovery Science Center
This 59,000-square-foot learning facility is designed to spark children’s
natural curiosity and includes nearly 120 interactive exhibits. The hands-on
demonstrations include themed areas where visitors can explore
Perception, Dynamic Earth, Quake Zone, Techno Arts, Air & Space,
Discovery Stadium and KidStation.
Knott’s Berry Farm
The 160-acre theme park was once an actual berry farm, but now boasts
dozens of rides, unique family shows and one-of-a-kind attractions,
including kid-sized roller coasters at its Camp Snoopy.
Los Angeles is your gateway to Southern California fun!
Queen Mary, Long Beach
Universal Studios, Hollywood
J. Paul Getty Museum, Los Angeles
Sea World, San Diego
San Diego Zoo
and countless other unique experiences…
2008 LRIS Workshop Registration Form
ABA StC on Lawyer Referral and Information Service
The Crowne Plaza Resort Anaheim, Garden Grove, CA
October 15-18, 2008
Register Online: www.abalegalservices.org/lris
Or by mail: Jami Krause
American Bar Association
StC on Lawyer Referral and Information Service
321 North Clark, 19th Floor
Chicago, IL 60654
(Please print or type)
❏ I am a first time attendee.
City: ____________________________State:_____ Zip:___________
Telephone:_________________________ Fax: ________________
I require special dietary considerations or access needs (explain):
CONSULTS & QUESTIONS
Number of LRIS Staff: _________________________
❏ I am interested in a consult with the Web Design Expert.
❏ I am interested in a consult with a Call Center Specialist.
❏ I am interested in a mini PAR visit.
❏ I have enclosed forms and a sample for the materials table.
What key issues would you like to address?
Registration fee includes all meal functions at the hotel. It does not include the
Thursday Event at Disneyland. Cancellations received at the ABA office by
September 12, 2008 will be refunded, but are subject to a $50 handling fee.
Cancellations received after September 12 will not be refunded. Please make
all checks payable to the ABA Standing Committee on LRIS.
$310 Early Bird Registration Fee (Before or on September 12th) $__________
$365 Registration Fee (After September 12th) $__________
$55 “LRIS Nuts and Bolts” Pre-conference session Fee $__________
$75 Conference materials only $__________
DISNEYLAND TWILIGHT TICKETS
Thursday, October 16, 2008 - Tickets are $45.00 per person
Price of ticket includes admission to the park only. The hotel is approximately one mile
from the park. The hotel will provide shuttle transportation to and from the hotel.
I will need a total of ___________ reservation(s). $__________
(Please include yourself in the total number)
Total Amount Enclosed: $___________
METHOD OF PAYMENT
Check Enclosed (Make check payable to the ABA StC on LRIS)
Credit Card (please circle one)
Visa MasterCard American Express
Credit Card Number: ____________________________________________________
Exp Date: ___________________
Name on Credit Card (please print):
To register for the Workshop and be assured of materials on site, please return your
registration form by September 26, 2008. If you wish to attend the Workshop but did not
make the September 26 deadline date, you may still register on-site. Please contact
Jami Krause at (312) 988-5786 for additional information.
2008 National Lawyer Referral Workshop
If you wish to attend the Workshop but did not make the deadline date, you
may still register on-site. Please contact Jami Krause at (312) 988-5786 for
American Bar Association
321 North Clark Street
Chicago, IL 60654