Many of the legal vendors out there seem to believe that mobility means that they've got an App. There, I said it.
They think that you just do an app, you put it on the app store, and there you go. Now you have mobility. Boom. Well, true mobility is a little bit more involved than simply creating an app.
In fact, the App is just the beginning of a mobility solution. The true promise of Mobility is to enable people to get work done anytime, from anywhere, and on any device. And they think all you need is an App? Don’t let your firm be fooled. Here is what they are not telling you about mobility:
#1: Your Users Are Expecting Support Anytime
An App is just software, and as such users will need support. Traditionally, the expectation has been that a member of the IT staff would be available to help from 8am to 6pm during weekdays. Now that the attorney has the ability (and the expectation!) to work anytime, they will expect that support is available when they need it. This means that you now work 24/7.
#2: Your Support Must Be Able To Reach Anywhere
Traditionally, the expectation has been that a member of the IT staff would be able to walk to the attorney’s desk and fix their PC as needed. Now that the attorney has the ability (and the expectation!) to work from anywhere, they will expect that you will be able to help them wherever they are, from 1000 miles away or even from a different country. This means that you now need global reach and the ability to get things fixed without you being physically present.
#3: You Must Learn and Master Any Device
Traditionally, the expectation has been that members of the IT staff would keep PCs relatively locked-down and with a standardized configuration to facilitate support and troubleshooting. Now that BYOD gives attorneys the ability (and the expectation!) to work on any device, they will expect that you know their device of choice as well as they do.
In summary, an App is just an App. And, like any other piece of software your firm owns, to be truly useful it needs your support department to stand fully behind it. And that means anytime, anywhere, and on any device.
Are you ready to turn your firm’s support department into a 24x7 operation with global reach and deep expertise in the myriads of mobile devices on the market? If not, then don’t settle for just an App, because as the IT department you will be on the hook when an attorney in a far and away land needs help on a Saturday night.
In your experience, what are some of the other ways that mobility has changed the way that legal IT departments operate? Share your comments below.