PowerNotes on Firefox

PowerNotes is now available as a Firefox browser add-on.  Previously, PowerNotes only allowed for annotations on internet pages when using Chrome, which limited the usability of the product.  To increase their reach, PowerNotes has expanded to include annotation capabilities on internet pages while using Firefox.  For more information on installing and using PowerNotes, follow these instructions.  Since PowerNotes is a subscription service, you or your institution will need to subscribe to access the program on either internet browser.

CRIV/BBNA Semiannual Call Minutes

CRIV/BBNA Semiannual Call – 6.28.19 (3:00 PM Eastern)
Call Participants: Vani Ungapen, Executive Director (AALL); R. Martin Witt, CRIV LiaisonJoe Breda, President, Bloomberg Law (BBNA); Andrew Prior, Senior Director, Customer Experience (BBNA); Michael Bernier, Director of Knowledge Services and Library Relations (BBNA)

Minutes:

1. Bloomberg BNA Updates (Andrew Prior)

  • Litigation Practical Guidance
    • The first suite is live now for anyone with Bloomberg Law entire site license at no additional cost. It integrates the “points of law” and “smart code” features and is designed to allow researchers to work from beginning to end of case.
    • Other features will be coming soon, including special defenses & discovery.
  • Dockets
    • Dockets on Bloomberg Law have been given facelift based on user feedback, now providing a clearer presentation of currency information and a more visible Update Docket button.
    • For docket alerts, complaints and other filings can be requested directly from email alert (no login required).
  • ABA/BNA Lawyers’ manual on professional conduct
    • This has been converted into a brand new Legal Ethics Practice Center. A method of citation to a permanent record is being explored.
  • Bloomberg Law Analysis Channel
    • For more in-depth analysis of legal issues

2. AALL Annual Meeting Update (Mike Bernier & Vani Ungapen)

  • Bloomberg BNA is once again a sponsor for the AALL Annual Meeting, at the Silver Level.
  • Specific items that BBNA is also sponsoring include:
    • AALL Annual Meeting Bags
    • SR-SIS Sexual Orientation & Gender Identity Reception (Sunday, July 14 at 8:00 PM)
    • AALL/Bloomberg Law Continuing Education Grants

    • PLLIP-SIS Summit – For the 10th consecutive year (since inception).

  • Almost 1,450 Annual Meeting attendees had registered as of Monday, 6/24/29.

3. CRIV Requests for Assistance (2) (R. Martin Witt)

  • TOPIC: Standing Order program
    • BACKGROUND (CRIV): The text of a received letter is reproduced below (emphasis and underlines in original).

Dear Valued Bloomberg Law Books Customer:

As Bloomberg Law continues to deliver high-quality content and analysis that has been the hallmark of Bloomberg BNA since 1926, we are committed to serving your needs.

Moving forward, our Standing Order program will discontinue, and you will no longer automatically receive updates to this title. You can still visit us at Books.BloombergLaw.com to view and purchase all of our available print titles. Please note that this is in an effort to streamline our purchasing processes and to better serve you as we shift to our enhanced digital offerings on Pro.BloombergLaw.com.

We understand that changes to our programs can raise questions and concerns from our clients. For more information regarding your account, please contact us at 1-800-960-1220 or BloombergBNA@cheytec.com. Bloomberg Law is continuously innovating our products and offerings to continue to deliver world-class content to you. We thank you for choosing us as your source for your legal reference products, and greatly appreciate your business.

  • QUESTION (CRIV): Can you confirm that the Standing Order program has ceased, effective May 30, 2019?
    • (BBNA): The Standing Order program will actually continue through end of 2019 for all clients. Letters are sent out now on a title-by-title basis, included with final title of 2019.
  • QUESTION (CRIV): Can you confirm that existing standing orders will be serviced through end of the year?
    • (BBNA): Yes, standing orders will be serviced through the end of 2019.

  • QUESTION (CRIV): If the Standing Order program is being cancelled, is it being cancelled for everyone / every type of library?

    • (BBNA): The Standing Order program is being discontinued across the board, for all types of customers.

  • COMMENT (CRIV): The offer to visit Books.BloombergLaw.com to purchase individual titles that were previously covered by the Standing Order program has the potential to significantly increase the time spent acquiring the desired titles. Even understanding the ultimate desire to move to no-print-all-electronic, adding to the workflow of law libraries in the meantime seems to engender some degree of ill will.
    • (BBNA): Many standing order items get returned, and this will eliminate that problem. Users will be able to get title-by-title notification emails when a new edition is available.

 

  • TOPIC: Itemized Invoices
    • BACKGROUND (CRIV):  A law firm with BBNA products that includes several full Bloomberg Law licenses, a firm-wide subscription to a newsletter, and the BNA Tax Management Portfolios in print is expecting to renew (terms were agreed upon with the rep) for the subscription term of June 1, 2019 to May 31, 2019. As of the end of the first week of June, the firm had not been provided with an invoice.
    • QUESTION (CRIV): Is it common practice to have a delay between the start of a subscription term and the issuance of an invoice?
      • (BBNA): Invoices are generally sent before renewal. If there are problems or specific questions, concerned users can contact Mike Bernier.
    • BACKGROUND (CRIV): Related, the firm also requested an itemization of the cost associated with each of the products purchased/to be purchased, demonstrating how much was being paid for each of the full Bloomberg Law licenses, the firm-wide newsletter subscription, and the BNA Tax Management Portfolios in print. In response to that request, they were told that BBNA would not long provide itemized costs.
    • QUESTION (CRIV): Does BBNA no longer offer itemized costs/invoices showing the money put towards discrete parts of a subscription?

      • (BBNA): Items are generally purchased as package and those packages are individually negotiated.

      • (BBNA): The invoice does not include itemization, but a library’s individual BBNA Representative can be asked for a quote on what a particular package might cost without a specific title in it.

      • (BBNA): It is possible in an invoice to break out print v. electronic costs. Anyone seeking that information in encouraged to contact Mike Bernier.

CRIV / LexisNexis Bi-Annual Liaison Call

June 17, 2019

Conference Call participants: 

LexisNexis – Carolyn Bach, Sr Manager Librarian Relations and Faculty Programs; Teresa Harmon, Sr Director Segment Management; James D. Oakes, Segment Manager
CRIV – CJ Pipins, Chair; Karen Provost, Lexis Liaison
AALL – Vani Ungapen, Executive Director

Integration update:
We value the time and effort AALL has put into sharing their insights on our products and pricing, so we wanted to give an update on this topic.  We have made strides in our integrated product plans, based on customer feedback, by launching and migrating products to the same platform which provides a common navigation experience and extensive linking between products.  Recent examples of this include the launch of Context on Lexis Advance, leveraging the Ravel technology previously available in Ravellaw.com and the imminent launch of the CourtLink redesign on Lexis Advance.  We have also created seamless navigation across our ecosystem with migrations to a single ID which is complete or planned over the next few months for Lexis Advance (complete in 2017), Intelligize (complete), CourtLink, Dossier, Diligence, Nexis TotalPatent One and Newsdesk.  Taken together, these enhancements allow your users to best capitalize on the products a firm/organization purchases by having the simplicity of one ID, the efficiency of a common navigation, and the deeper insights provided by links between products.

As always, since pricing and packaging plans vary by customer type and are customized to meet specific customer needs, we encourage members to reach out to their LexisNexis account representative with specific questions.

Status of Annotated Georgia Code:
The key case on this issue, Code Revision Commission, et al v. Public. Resource.Org, Inc., has a potential to be heard by the US Supreme Court.  We are following that case and do not generally comment on ongoing litigation.

Unique Lexis Identifiers in Cases and making them accessible:
We are looking in to this question and will address during the CRIV roundtable session at the AALL conference.

Updates since January

Lexis Advance:

  • Verdict and Settlement Analyzer Refresh and Improvements – modernized charts on the front page that are both easier to understand and provide a better user experience; added more than 130 new injuries to the post-search filter for injury type; and added an alerts function
  • Added multiple segments for searching in News, Company and Financial, and Trademark content, as well as the ability to search news by industry.

 

    • In Company & Financial content: Ticker Symbol, State, SIC, Revenue, Company (for Analyst Reports), City and Address (for Company Profiles)
    • In News content: Show (for News transcripts), Body (for news); and added the ability to search news by Industry
    • Specialized Segments for two sources:
    • Verigift: Donation Type, Donation Year, Donor, Recipient, Transaction, Category, & Zip Code
    • Wealth Engine: Company, Donor, Country, City, Street, & Address
    • Expert for Expert Witnesses
    • Award for Verdicts
    • Trademark and Mark-Descrip for Trademark

  • Improved accessibility in the Word Wheel for users who are visually disabled
  • Context
    • Improved reports delivery to allow for more customization of reports
    • Added ability to search for experts by Area of Expertise

Lexis Practice Advisor:

  • New Modules:
    • Business Entities
    • Energy & Utilities
    • Civil Litigation

 

Coming later in 2019:

Lexis Advance:

  • State Court Swim Lanes in Ravel View – As you may know, Ravel View currently has horizontal “lanes” for different levels of Federal Courts; we are improving the experience to more easily discern state courts by breaking them out into jurisdictional hierarchy, similarly to how we treat Federal.
  • Streamlined Homepage Redesign
  • AI enabled research assistant tool
  • Statutes Compare Tool – a quick means to ascertain changes in a statute over time
  • Expert Witness Cards on Lexis Answers – users will be able ask “Who is Expert Michael Gowalter?” and get some immediate information, powered by machine learning, in addition to normal search results.
  • Courts Module on Context (targeted for August)
  • Context for Business Development for Large Law firms
  • CourtLink on Lexis Advance – starting to rollout over the coming months
  • We are developing a brief analysis tool, anticipated to be released by end of year. More info will be available at AALL.

 

Lexis Practice Advisor:

  • Evolving Guidance – this tool combines the news resources of Law360 with the forms and guidance provided within Lexis Practice Advisor for editorially selected issues, providing end to end awareness and guidance as an issue develops.
  • Life Sciences Module – targeted for August

 

AALL Preview: LexisNexis is proud to be the Gold sponsor.

  • We’ll be showcasing over a dozen products and tools in booth #301 with an emphasis on AI technology, analytics, exclusive content and integrated solutions.
  • Law360® and Intelligize® will be in the LexisNexis booth this year.
  • Librarians can preview products releasing later in the year at dedicated demo stations including Courtlink on Lexis Advance, Courts module on Context, Business Development on Context, AI enabled research assistant tool and a brief analysis tool.
  • We also have several program sessions on a variety of topics including a panel discussion on Assessing and Managing News; Ligation Analytics, Courtlink on Lexis Advance, and Digital Library.

CRIV and Wolters Kluwer Bi-Annual Call

CRIV/ Wolters Kluwer Semi-Annual Vendor Liaison Call

Thursday June 13th, 2019

11am EST

Participants: Jenna Ellis ,C.J. Pipins, Vani Ungapen, Jonathan Cape

Agenda

  1. Welcome
  2. WK Programs, Activities, or Business of Interest to CRIV and/or AALL
    1. Malware attack – On Monday May 6, 2019 Wolters Kluwer found that they had viruses coming in, and they quickly shut down all systems because they knew they had to protect clients and data as fast as possible.  Next they brought in forensics team and all other necessary reinforcements.  By the end of the day Monday the virus was identified, it turned out to be a zero day virus, and they pushed a patch out.  The forensics team then figured out what type of damage it could do. It’s a malware virus and there is no evidence that it exported any data.  It attacked all of Wolters Kluwer – all divisions.  The team started scanning every server, and as they were determined to be clean and clear they brought them back up.  Client facing applications were at the front of this queue.  Cheetah started coming back within three days.  Some servers were affected and must be rebuilt.  By the weekend cheetah was completely back up, and the next week financial systems came back up.  Everyone is pretty comfortable that everything is fine now.  The final forensic report is pending but everything looks to be safe.  WK is going to start working with clients to make up for the down time.  Corporate is involved as well. There is no further information about that at the moment. Pretty comfortable that everything is fine.  The final forensic report is pending but everything looks to be safe.  jonathan.cape@wolterskluwer.com.
    2. New tax content – Tax essentials is a topically arranged content set. There are over 1000 topics.  It has been rolled out and integrated into the tax libraries in cheetah (if purchased).  Within two clicks a user can access an entire set of materials on a topic they select.  This is a new way to curate everything for the tax researcher.  The content includes an introduction written by outside experts or WK internal editors, primary and secondary content, smart charts, and practice aids.  It was created in response to tax researchers from schools, firms, and even accountants who described this as the way they want the information to be laid out.  Outside experts or WK editors write the content that introduces the issues and then users will find primary and secondary content on the same page.  Below is an example of the industry experts and their topic discussion and introduction, along with links on the left side to the primary, secondary, tools, etc.

 

WK1

Jumping into the topic links, organized on the topic page

WK2

 

 

  • Outstanding Requests for Advocacy – NONE
  1. AALL Programs, Activities, or Business of Interest to WK
    1. Preservation of historical legal resources – https://www.aallnet.org/wp-content/uploads/2019/04/The-CRIV-Sheet-Vol.-41-No.-3-042919_FINAL-WEB.pdf (p.6) Jenna will take a look and share this article with her team.
    2. CRIV Vendor Roundtable at the AALL Annual Meeting Sunday July 14 1:00pm – 2:00pm
      1. AI
      2. Unique identifiers
      3. Anything else that folks bring up
  1. Course materials for students with disabilities – This is an upcoming problem that AALL members are starting to experience and investigate further. At the moment the default method of providing access to course materials to students with disabilities is limited to providing a PDF.  This is insufficient and does not address the vast array of disabilities that students face.
  2. Thank you to Wolters Kluwer for being a silver sponsor for the AALL Annual Meeting. Thank you so much!!

Bi-Annual Thomson Reuters/CRIV Conference Call

Notes on the AALL Committee on Relations with Information Vendors (CRIV) conference call with Thomson Reuters (TR)

Conference Call Participants:

  • Caroline Walters, Collection Development Librarian for U.S. & Materials Budget,

Harvard Law School Library

·         Vani Ungapen, Executive Director, AALL

·         Kim N. Hurley, TR Information Management Advisor

·         Rachel Torgerson, TR Customer Success Strategist Customer to Cash

Agenda:

  • Caroline Walters reported that there were no “new” outstanding TR issues from the CRIV forum*
  • Rachel Torgerson Customer to Cash Group Update:
  • Progress continues on the Product Descriptions initiative. Internally, at Thomson Reuters, the Customer to Cash group has engaged additional teams at TR to work on clear product descriptions for all products not just print publications.  This initiative continues to be a top priority for the Customer to Cash group.
  • Enhanced Customer Engagement led by Armando Fagundes’ group continues to make progress on the High Touch Service Model and is rolling out a Pilot Program. This model is focused on delivering to customers a “single point of contract” for all billing issues such as cash application, credits, and collections.  Internally, TR is reorganizing existing resources to meet this new single point of contact approach.
  • Work continues on the MY TR site (i.e. enhanced MY ACCOUNT). MY TR will be a consistent uniform self-service portal for customers.  Focus will be on user management: ease of changing billing contact persons, review bills/invoices, easily track payments, credits, and refunds as well as selecting payment options. Finally, MY TR will allow users to pro-actively set up automatic notifications of bills, etc.  A beta test group is being formulated for feedback on the MY TR site. Most importantly, the MY TR group  continues to work on improving overall performance rates.
  • Harvard Law School and TR Tax & Accounting specific billing issue was discussed and Rachel Torgerson will follow up with Caroline Waters offline.
  • AALL/Thomson Reuters Booth will have MY TR kiosk where librarians can see demonstrations of the new MY TR site. Senior TR Customer Service Representatives and Managers will be available to field questions.
  • A discussion regarding the AALL CRIV Roundtable agenda on Sunday, July 14 at 1:00pm (EDT). Topics will include:
    • Preservation concerns regarding Secondary Legal resources:  “Gone Forever?  Preservation Concerns for Secondary Legal Sources in the Electronic Age and Why It Matters,” on page 6 of the CRIV Sheet: https://www.aallnet.org/wp-content/uploads/2019/04/The-CRIV-Sheet-Vol.-41-No.-3-042919_FINAL-WEB.pdf
    • Focus on Artificial Intelligence and how it’s being implemented in the legal information profession
    • Explore the “unique identifiers” that both Lexis and Westlaw assign to new cases and how to improve access to those identifiers for consumers of legal information

*Post-conference call there were two requests for assistance that came through:

Issue #1:  Customer reported problems paying invoices by credit card making it necessary to speak with Customer Service 800# to confirm the charges are applied correctly, but the wait time is too long.

  • Rachel Torgerson, Customer Success Strategist for TR handled the request by helping their Accounts Payable Department get access to MyAccount which allows the ability to view and pay bills online.
  • She is also looking into the long wait times to make payments with our Customer Service Teams and is also sharing this customer’s lack of confidence of payments being applied.

Issue #2:  A customer reported a problem of shifting content for a license agreement at the point of renewal for Thomson Reuters Practical Law (due to new version releases) without informing the customer.

  • The Practical Law Specialist reached out and explained the new, expanded content and functionality and to show that if someone clicks on a ‘new’ item they will receive an out-of-plan message with a prompt to connect with their client management team.
  • The Practical Team provided the customer with a full demonstration of the new features/functionality/content as well as provided pricing so that they could make a clear decision regarding the firm’s renewal and Practical Law content upgrade.

 

 

 

 

 

 

 

 

 

Follow-up Session for the Thomson Reuters Boston Listening Session

As written in earlier blog posts (January 29, 2018 and July 13, 2018) several Boston area law librarians, from both firm and academic law libraries, began a collaborative project to improve customer service and billing with Thomson Reuters.  Due to internal restructuring within TR, progress on the initiatives were delayed, but I am happy to report that the project is still alive.  In April we reconvened as a group and listened to the many steps TR has taken to improve service.  These steps have been taken in consultation with the original group and through vendor-survey feedback from hundreds of TR customers.

Many thanks go to our vendor partners at TR for their commitment to develop these improvements and the librarians who have contributed to this project.

Follow-up Session

April 3, 2019

AGENDA (attendees listed below)

  • Review actions and status from identified pain points
  • Customer feedback and input on various topics
  • Open Discussion 

Summary Notes from Follow-up Discussion:

  • Status of actions being taken based upon the November 2017 meeting and subsequent follow-up session input was shared – see below:
  • Refund Check Documentation

Additional refund information was provided on checks beginning in March 2018.  The before and after view of the refund check was shown with the new views including adding customer’s original check number, invoice reference numbers, and reason for refund.  Feedback: Positive and liked the additional information

  • Improved Customer Returns

Feedback from customers was that they do not receive credit for returns unless they contact Thomson Reuters representative and/or that their return is not processed timely.  Improved customer return process was launched in February 2019.  It is a simplified process that will drive more automated return processing (e.g. issuance of credit) and to reduce the likelihood of errors.  It also provides us the capability to proactively communicate with customers the acceptance or rejection of a return via email.  Email notifications are sent to the Billing contact noted on the customer’s account.  Feedback: Wanted to understand how the Billing contact could be updated.  Informed that this could be managed through MyAccount / MyTR as part of the User Management feature.

  • Revised Credit Memo Documentation

Feedback from customers was that they did not understand what their credit was for and that they would like to see the credit memo documentation if they are issued a credit.  Thomson Reuters shared new credit memo documents with before and after views that was launched late 2018. The new view shows invoice numbers, title and reason for credit.  Feedback: Positive and customers are excited to see the new format.

  • Alignment of Invoice Product Descriptions:

Feedback from the November session was to tie the invoice product descriptions to the book title page.  Random surveyed customers provided us with an approved list of words that will be abbreviated consistently and words that will need to be abbreviated to adhere to our 120-character limit.  We are dedicated and committed to improving the product descriptions for our customers.  Feedback: Customers are seeing a difference and appreciate the work going into this initiative.  This is important.

  • Collections

Feedback from customers indicated that Collections is calling for payment when they’ve already noted an issue with the invoice.  They also feel Thomson Reuters is too aggressive when asking for payment.

We have made significant improvements with the communication and notification of our dunning letters.  We have also provided our Collection staff with additional and ongoing training in order to provide an improved quality engagement with our customers.  Finally, we are in the early stages of designing an engagement model that will utilize relationships already in existence, such as with Customer Service representatives, as well as provide a single-point of contact.  Feedback: Appreciate that we are taking these steps and that we hear them.  Also noted that they are already seeing a difference.

  • My Account Training

In the November session, there was a desire to understand how customers could get training on My Account and what was included in the tool.  Thomson Reuters presented to this group that MyAccount provided a random, disjointed experience including different login experiences, performance issues, limited training content, and required customers to contact us to manager their own users.  Now, we are migrating to a more predictable experience via the MyTR platform.  The MyTR design concepts include focus on four areas: Consistency, Intentional Focus, Usability, and Alleviating Pain.  Thomson Reuter’s goal is to provide a seamless experience.  Feedback: Excited.  Curious when transition from MyAccount to MyTR will happen for this group.  Interested in seeing and understanding more of the MyTR functionality – maybe at AALL conference?  We are looking into this as an option.

Invitees:

Ellen Walsh                                           Mintz Levin

Robert DeFabrizo                                  Goulston& Storrs

Andrea Rasmussen                                Ropes & Gray

Bryan Petit                                            Suffolk Law

Karen Green                                          New England Law

Rachel Bates                                         Northeastern

Linda Boucher                                       Boston University

Caroline Walters                                    Harvard University

Elke Piontek                                          Harvard University

Maria Tina Woods                                 Harvard University

 

TR Representatives:

Rachel Torgerson – Customer Success Strategist

Paul Bland – Global Head of Customer to Cash

Timothy Hoffner – Vice President Customer to Cash Operations

Kendel Kirk – Senior Director, Billing to Pay Process – Customer to Cash

Armando Fagundes – Head of Credit Management – Customer to Cash

LaTasha Sims – Omni-Channel Customer Support Director – Customer to Cash

Kim Hurley – Information Management Advisor

Tommy Williams – Sales and Client Management Lead – East

Lea Harpster – Legal Customer Support Lead

Michael Elert – Customer Support Quality & Process Manager

Jeff Fournier – Team Manager, Customer Service

Michele Best – Director, Law School Sales & Account Management

Regina Wiggins – Regional Field Manager

Ben Verrall – Product Specialist

 

The question of who owns the law heats up.

Friday, Carl Malamud, founder and President of PublicResource.org, urged the Supreme Court to take up this question.  Read more about this and the claim by the lawyers for the state of Georgia that Malamud’s efforts are deemed a “strategy of terrorism” here.