Revisiting the Lighthouse Research Results: How Can We Thrive in a Changing World?
H. DICKSON BURTON
What do your clients think of you? Why don't more people hire an attorney to help with some of life's most difficult challenges? How do people choose an attorney? And why do people think attorneys cost too much?
As you will remember, under John Lund's leadership last year the Bar contracted with Lighthouse Research, a Salt Lake City research firm, to conduct phone surveys and focus groups of individual and business clients to address these and other related questions. The answers shed light on what we need to improve and what we are doing well. You can read the full reports from the Practice Portal through the Bar's website. And you should also revisit John Lund's excellent report on the survey in the May/June 2018 issue of the Bar Journal. John R. Lund, Meeting the Market for Legal Services, the Jury is in: Legal Services are a Tough Sell, Utah B.J. Vol. 32 No. 3 (May/Jun 2018), available at http:/Avww.utahbar.orgAvp-content/ uploads/2018/05/May_lune_2018_FINAL.pdf. If you have not yet read these materials, you will especially find it worth your time to do so. A brief summary of the Lighthouse data can be found at http://www.utahbar.org/wp-content/uploads/2019/02/ Lighthouse-One-Sheets-Combined.pdf.
So why are we still talking about it nearly a year later? Because the research provides not only useful data but a reminder that we must continually examine our practices and adapt them to meet a changing world and changing client expectations. We are all aware of the factors and pressures that are accelerating change in every aspect of our world and our lives. Arguably, it starts with the Internet and related technologies which are continuing to revolutionize everything we do including how we access entertainment, how we shop, how we interact with the government, and how we communicate with others around the world. Other technologies are changing how businesses operate and get things done, including how they use legal services. Societal, political, and generational changes are also, both separately and relatedly, effecting changes and applying pressures on how we live and cope. And all of this impacts how we operate, or should consider operating, our...