CRIV/Thomson Reuters Biannual Phone Call

Conference call took place on Tuesday, June 2 at 1:00 PM EDT.

Participants:

  • Deborah Heller – CRIV Thomson Reuters Liaison
  • Kim Hurley – Information Management Advisor at Thomson Reuters
  • Rachel Torgerson – Customer Success Strategist at Thomson Reuters
  • Kevin Lane – Manager, Westlaw Product Development

Agenda:

  • Discussion about some of the billing changes recently implemented and forthcoming.
    • Working to improve communication and redesign invoices
    • Ensuring a more reliable communication channel to customers
    • Increase in electronic invoicing
    • Making it clearer to customers if they are on auto-pay for certain items
      • The invoice more clearly shows that something has already been paid to cut down on duplicate payments
      • Providing 60, 30, and 15 day notices when a credit card that the customer is using for auto-pay is expiring to help prevent past due invoices and collections.
    • Working to reduce the unapplied payments backlog by contacting customers and asking how payments should be applied to their account
    • 3 phase invoice redesign
      • Phase one began in early May and applies to new sale or debit invoices
        • Cleaner
        • Clearly outlines the amount due and the date it is due
        • Customer name and address clearly provided on the invoice
        • Customers will receive a PDF attachment with the invoice in an email so there is no longer the need to go to a separate platform in order to access the actual invoice
        • The invoice will include hyperlinks.
      • Phase 2 is anticipated to launch in the 3rd Quarter of 2020 and applies to Subscription, Credit, and Pro Forma invoices
      • Phase 3 launch date is still being determined after Phase 2 and will include online invoices
    • Customer support information including how to read my new invoice is available online here
  • Quick Check on Westlaw Edge has added a quotation analysis feature
    • It analyzes quotes in legal documents to ensure that they are accurate
  • A new feature on Westlaw Edge that will be rolling out later this summer (August) is Quick Check Judicial
    • Allows you to upload multiple documents from a single matter. So the documents submitted by both parties will be analyzed together
    • Shows the cases cited by each party, cases cited by both parties, and cases cited by neither party
    • Will allow you to upload up to 6 documents at one time and assign each document to a party
    • It will be included with a Westlaw Edge subscription
  • More Practical Law materials will be released towards the end of June
    • Includes a commercial litigation subtopic with over 200 new resources
    • Substantive videos by the Practical Law editors
    • Relaunch of the life sciences topic
    • FDA-regulatory cross practice collection

TR price increase on outside content

Thomson Reuters today announced a price increase on content not included in fixed-rate subscriptions for large and medium law firms.  The increase, effective January 1, 2017, will not affect fixed-rate contract terms.  For details on the rate increase, contact your Thomson Reuters representative or Customer Service.

Thomson Reuters Announcement of Case Errors on Westlaw and in Reporters

Thomson Reuters sent out the following announcement regarding errors in cases they’ve published on Westlaw and in their case reporters. The announcement includes links to further details.

To our customers:

As part of our commitment to transparency, I wanted to alert you to some errors related to publishing cases in Westlaw® and our print volumes that we have now corrected.

In March, Thomson Reuters became aware that small portions of text were missing in a number of new cases posted to Westlaw due to the introduction of an upgrade to our PDF conversion process in November 2014. We immediately conducted an investigation, which revealed that approximately one-half of one percent (0.5%) of total decisions added to our collection during this period were affected by these issues. We have now corrected those cases on Westlaw and we will be shipping replacement print volumes to all affected customers as soon as possible. We will work closely with those customers to minimize any disruption.

Our analysis of the cases found that none of these issues resulted in any change to the meaning of the law. To provide clarity, we are posting examples of the issues, as well as a listing of all corrected cases, here. We will post all affected cases with corrections highlighted within the text.

Additional details and answers to common questions can be found here. If you have questions, please contact your sales representative or Thomson Reuters Customer Service at 1-800-249-9378.

We are very aware of our crucial role in supporting the U.S. legal system, and there is nothing more important to us than delivering the best possible solutions and customer service to you. Please accept our apologies for our errors. We are very sorry for the inconvenience.

Sincerely,

Andy Martens
Global Head of Product & Editorial

CRIV/Thomson Reuters Semiannual Call

The first semi-annual call between CRIV and Thomson Reuters was held on December 15, 2015. In attendance were Lori Hedstrom (Thomson Reuters); Jeff McCoy (Thomson Reuters); Kate Hagan (AALL); and Gilda Chiu (CRIV Vendor Liaison).

The conversation started with discussion about any new products or other issues of interest Thomson Reuters wanted AALL members to know about. Thomson Reuters had nothing concrete to report, though they mentioned there might be some developments coming for WestlawNext and Practical Law during the Spring.

Next some member concerns were addressed. The first was the changes in customer service structure, especially in regards to academic account managers being integrated into the government customer team. Thomson Reuters explained that the decision of merging the academic and government customer service teams was made so that they could widen the access to managers for all of their customers by creating a larger team to even out the distribution of managers instead of having academic managers constantly having to travel to meet with customers. Overall Thomson Reuters believes the move will be beneficial for customers and account managers, especially those that were managing too many accounts.

Another concern was a possible change in the labeling of pocket parts. A librarian mentioned noticing that pockets parts, in her case for the Alabama Code, only contained the volume number in which it should be filed in but not the date of the replacement volume (information typically used to make sure the current volume is being updated and not the superseded volume). Thomson Reuters was not aware of any change in the labeling of pocket parts, also pointing out that the required information would still be on the filing instructions. They will get back to CRIV about whether the missing information is indeed a publishing change or just an error.

The best contact for informing Thomson Reuters about problems with the WestlawNext platform and if Thomson Reuters was going to continue to support indexes for its treatises on the same platform were also discussed. Thomson Reuters said the best way to provide feedback on WestlawNext, whether it is to report errors or recommend improvements, is to contact Product Development through a link at the bottom of any page on WestlawNext called “Improve Westlaw.” A librarian can also call any reference attorney through the dedicated 800 number (1-800-733-2889) and mention his or her concerns and the attorney will forward the comments to Product Development. As for the question about the indexes, Thomson Reuters will absolutely continue to support indexes on WestlawNext. The question came up after a librarian expressed having issues with index links not working and wondering if this meant that Thomson Reuters might be looking to phase out indexes on their platform. Thomson Reuters believes that the problems might have arisen from the migration to the new platform. They will inquire with their team and get back to CRIV about what exactly is the issue with the indexing errors.

As soon as the updates to the above concerns are received they will be added to this post.

The next call is set to be scheduled for some time in late Spring/early Summer 2016.

Vendor News: Thomson Reuters Restructures Westlaw Account Rep Team

Yesterday afternoon at least some law schools received the following message from Brian Knudsen, Vice-President (Government Segment) at Thomson Reuters.

We are writing today to inform you of an upcoming change to the way Thomson Reuters supports our law school customers.  As we refocus our efforts in law schools, beginning with the new semester, academic account managers will become part of the larger customer team that focuses on government and undergraduate academic customers.

The integrated government and academic customer team will result in a significantly larger team that will support law schools, offering greater geographic coverage and flexibility during peak times.  In addition, we feel this change provides expanded opportunities for students and faculty to benefit from a team that works directly with practicing attorneys every day on Westlaw and software tools.  Your account management team will continue to provide the highest-quality support for Westlaw, TWEN and your law school programs to drive student success.

This change, while providing more resources to support your law school, will unfortunately result in some academic account managers losing their positions.  As you can imagine, decisions that affect the jobs of our employees are difficult.  It is our hope that as many affected employees as possible find a suitable position within Thomson Reuters.

An academic account manager will continue to work with you on scheduling and establishing goals for training, while continuing to support your students. Your academic account manager also will look for an opportunity soon to introduce you to the government account management team members who will help support your school.

At Thomson Reuters, we have a proud tradition of providing high-quality products and services to our law school customers.  Thank you for your support and feedback as we launch this enhanced approach to serving law schools and students.

All the best,

Brian Knudsen

Vice President, Government Segment

Lisa Schwie

Vice President, Government Sales and Account Management

CRIV Advocacy Request Update: Changes to Thomson Reuters web store

CRIV was approached by a member librarian of AALL who had concerns about changes made to the Thomson Reuters web store. CRIV spoke to Lori Hedstrom, National Manger of Librarian Relations for Thomson Reuters about this. Her response is below:

The site has undergone a redesign which was completed in two phases – both of which altered the materials mentioned.

During the first phase, the shipping schedule information, which is part of product details page, was removed. Through [the AALL member]’s feedback, as well as other customers’, we have restored that functionality.

During the second phase of the redesign, the “highlights and filing instructions” link was moved – an effort to improve the user experience by making the link available with the publication itself, eliminating the need to navigate through another tab.

These changes were made as part of an effort to improve the site and its functionality. We know our customers are being tasked to do more with less and our goal through this redesign was to ultimately make your interaction more seamless. I apologize for the inconvenience it caused.

I appreciate you reaching out to us. Please let me know if you have any further questions that I may be able to answer.

Thank you to Lori Hedstrom for her help with this issue.

If you have a similar issue or any issue that CRIV can assist with, please use our Request for Assistance form available at http://aallnet.org/main-menu/Advocacy/vendorrelations/request-assistance.html.

Blog Roundup: May 12 – May 19

Over at Law Librarians Blog, Mark Giangrande reported on his recent experiences searching case law on Google Scholar, coming away with a better impression than his earlier forays.

Jean O’Grady spent some time looking into the new Bloomberg Law: Corporate Transactions product, including an evaluation of how it fits into Bloomberg BNA’s overall business strategy.

Lisa Solomon took a (skeptical) look at the “Legal Professional Community” from Thomson Reuters. You can watch a video about this social network targeting small firms here.

In Case You Missed It: Thomson Reuters First Quarter Results

On April 29th, Thomson Reuters posted their first quarter 2015 financial results. The complete set is available here: http://thomsonreuters.com/en/press-releases/2015/04/thomson-reuters-reports-first-quarter-2015-results.html

Florida Attorney General agreement

The Florida Attorney General’s office has announced a settlement with West Publishing and Thomson Reuters Tax and Accounting over issues related to negative option plans.

See http://www.myfloridalegal.com/newsrel.nsf/newsreleases/C84C04C72FEAAF4E85257C750074AC83 for the press release and a link to the agreement.

This is the Attorney General’s Office’s third settlement with a large legal publishing company. Earlier agreements were reached with Matthew Bender and Company, Inc. in April 2009, and CCH in February 2013.

Margie Maes, AALL Vendor Liaison

Request for Assistance: Update to Thomson Reuters Social Security Number Requirement for eSignature

In April, CRIV received a request from a firm librarian asking about the need to require social security numbers to eSign for a business transaction.  CRIV would like to thank Anne Ellis for looking further into this issue.   Below is Thomson Reuter’s response.

Dear Michelle,

 

Thank you for your email.

 

In our online ordering system, the electronic signature did request input of the last four digits of the ordering customer’s Social Security number for verification. This policy was established to protect customers from unauthorized transactions.

 

Should individuals placing orders prefer not to enter the last four digits of their Social Security number, they are encouraged to create a unique, four-digit personal identification number (PIN) to serve as part of their electronic signature. This PIN will serve as a method of verification for the individual placing an order. Customers can make this change when placing an order.

 

Our intent through this process is simply to provide confidence and security for our customers. If you have further questions regarding the online ordering process, please let me know.

 

Sincerely,

 

Anne Ellis

Senior Director, Librarian Relations

If you have an issue that CRIV can assist with, please use our Request for Assistance form available at:  http://aallnet.org/main-menu/Advocacy/vendorrelations/request-assistance.html or email Michelle Cosby, CRIV Chair at mcosby@nccu.edu.

Thomson Reuters to Include CQ Content on WestlawNext

The press release from Thomson Reuters indicates content from CQ Roll Call will be available on WestlawNext. The press release is silent on potential Westlaw Classic coverage of the new material.

Commentary from Jean O’Grady at Dewey B Strategic is available here.

PLC to ThomsonReuters; Knowledge Mosaic to LexisNexis

In a January 3 press release circulated to Knowledge Mosaic customers, it was announced the company was acquired by LexisNexis. Knowledge Mosaic content is to appear in LexisAdvance, but Knowledge Mosaic is to continue as a standalone platform for the near future. See coverage at 3 Geeks.

Thomson Reuters has acquired Practical Law Company. There is no word yet of how their respective products may be integrated. Here is the press release from Thomson Reuters.