court reporting services

November 14, 2014 By Dawn Houghton

Easily Connect to Your Court Reporter’s Realtime Transcription

At O’Brien and Bails, we have been providing realtime transcription for quite some time. Our clients find great value in viewing the transcribed spoken word as it is happening. If you’ve never connected to realtime in a deposition before, you may think it is technically difficult. But connecting to realtime is actually simple. Once you know what is involved, you will see that using realtime in your next deposition can be easy and of great value to you and your clients.

What is Realtime Transcription?

In a nutshell, realtime transcription is a system whereby the spoken word is recorded by the court reporter and delivered as text on a computer screen within a few seconds of the words being spoken.

Valuable Features of Realtime Transcription

A rough draft of the written record is available shortly after the proceeding has ended.
You have the ability to search for keywords in the text.
Text can be copied and pasted into other documents or emails.
Transcripts can be shared by the Internet or email.
During the deposition, reference can be made to previous testimony.
Drafts can be used to organize the next deposition you may be taking.
Answers can be reviewed immediately, giving you the opportunity to ask for further clarification if necessary.

How to Connect to Realtime

Connecting your computer to realtime is not difficult. Each court reporting firm may use different software and the process may vary from system to system. It is a good idea to call your court reporting firm before the deposition and ask for a set of instructions for connecting to your court reporter’s specific software.

At O’Brien and Bails, we use two software programs to deliver realtime transcription; Eclipse and CaseViewNet. Some of our reporters use Eclipse, and others use CaseViewNet. These software programs allow us to provide instant realtime text. No matter which program your court reporter is using, you will not need to purchase software or tokens in order to connect to realtime.

Connecting to realtime is easy. Here are the steps involved in connecting with a wireless connection that your court reporter will provide. The first set of instruction is for CaseViewNet. The second set is for court reporters using the Eclipse software.

CaseViewNet Software Realtime Connection

1. Connect to the court reporter’s wireless network.

Verify that your computer is WiFi enabled. View or connect to the available wireless networks by right-clicking the wireless icon on your Windows taskbar.
Choose the court reporter’s wireless network from the available networks.
If required, enter the network key (pass phrase) provided by the reporter.

2. Connect to the court reporter’s realtime system.

Start CaseViewNet client software.
Click the Connect button.
Follow instructions in the Connection Wizard.

3. Provide your log-in credentials and connect to the event.

Use your name and the name of your organization.
Provide the event password as provided by the court reporter.

Simple instructions for connecting are provided by CaseViewNet on their website. They also provide instructions for connecting by serial port if wireless is not available.

Eclipse Software Realtime Connection

If your court reporter is using Eclipse software, the following instructions are the ones you will follow to gain a realtime connection on your computer:

1. Go to https://connect.eclipsecat.com.

2. Click the lightening bolt symbol in the lower left-hand corner of your screen.

3. Scroll to find the transcript with which you wish to connect.

4. Enter the password you have been given from your court reporter.

We Make it Easy for You to Connect

Realtime transcription can be a huge benefit to attorneys when preparing cases. We strive to provide realtime in a way that is easy and uncomplicated. If you haven’t connected to realtime transcription in a proceeding before, as you can see, it is a simple process. Your court reporter is available to assist in making the connection so you can receive realtime transcription on your computer and reap the benefits in your next deposition.

March 6, 2014 By Dawn Houghton

Court Reporters Strive for Customer Satisfaction

Every good court reporter holds customer satisfaction high on their priority list. We want our customers to be satisfied with the work we do for them. We often pride ourselves on the lengths we will go to serve our clients. But do you know for sure that your clients have gotten the service they expect each and every time they work with you? There are specific processes your firm can put in place to better ensure that your clients are continually satisfied customers.

Are Your Clients Satisfied Customers?

1. What are your client’s expectations?

A satisfied customer is a customer who has had all of their expectations met. However, there may be expectations your clients hold of which you are unaware. If that is the case, then your customer may not be completely satisfied. You need to discover the expectations your clients hold in order for you to give better service.

But how do you discover those expectations? Some of your best clients are people you’ve worked with many times. You begin to know their preferences over time. For instance, some clients will always order transcripts upon completion of the proceeding, others prefer to wait until a case is going to trial to order. Anticipating these expectations on a case-by-case basis is good customer service. You likely already know the preferences of these long-term repeat customers.

But what if you’re working with an attorney for the first time? You won’t know if they are expecting the transcript now or at a later time. It’s important to ask as many questions as you can so that you can be sure you understand what clients expect. You may even create a list of questions to ask a new client when they call to schedule a deposition. This list can cover a wide variety of areas in which your clients might have unknown expectations.

2. What are your promises to clients?

If there are promises you and your firm have made, you need to strive to always deliver on those promises. If you promise all transcripts will be delivered within 10 business days, then all reporters must understand the importance of meeting this promise with each and every client. If they do not, and if some transcripts are delivered late, you run the risk of creating an unsatisfied customer. Managing those promises can help you keep your client’s expectations reasonable. For instance, your client expects to pay a certain page rate for transcripts. However, in the case of a rush transcript, it is good to let your client know that rush transcripts have a higher page rate to compensate reporters for the overtime work they will be putting in to complete a transcript in a very short period of time. By letting your clients know this when they begin working with you, you are managing their expectations when the need arises.

3. Are you communicating with your clients?

Keeping close communications with your clients and their assistants is important for good customer service. Keeping them apprised of any issues, should they arise, will give your customer a much better experience. If you are unable to deliver on a promise, communicating this with your client as soon as possible will raise your chances of keeping a highly satisfied customer.

4. Do you send customer satisfaction surveys?

There may be times when a good client is unsatisfied with some aspect of service. Many clients will not tell you of that dissatisfaction. So how are you to improve your customer service if you do not know an issue exists? By surveying your clients, you will receive this very valuable feedback that might otherwise never have been communicated to you. Your surveys can be formally sent through email or mail on a regular basis, such as once a quarter, or you may wish to send a survey with each transcript you deliver. Whatever mechanism you use, find a way to continually ask clients how you’re doing. Once you receive feedback, it is important to act to improve your process to eliminate the concern in the future. There may be times when you will want to communicate these improvements, showing your clients that you are listening and are being responsive to their feedback.

Court reporters are known for providing excellent customer service. To continue this tradition, it is worth taking some time to consider the expectations of your clients and whether you are meeting them to full satisfaction.

If you enjoyed this article, you might also enjoy “4 Things a Freelance Court Reporter Should Never Say in a Deposition.”

February 20, 2014 By Dawn Houghton

Attorneys Know the Value of Court Reporters

When it comes to customer service, very few industries care as much as court reporters about providing an outstanding customer experience. We know attorneys rely on us to produce an accurate record. But that is not the only piece of our service on which attorneys rely. As court reporters, we may sometimes forget that our customer service skills are incredibly valuable. It is worth thinking in depth about these simple yet so important traits and know that we are truly valued by our good clients who call us for repeat business.

Here is what attorneys know about court reporters:

Court Reporters are Punctual

One of the first things we learn as court reporters is the importance of punctuality. If we are late for a deposition, it is not just an inconvenience for our client. That would be bad enough. It is very costly for everyone if the court reporter is not on time. Attorneys and the witness are losing productive time every minute they are kept waiting. Our clients know they can count on us to show up early to every meeting, deposition or hearing.

Court Reporters are Professional

Attorneys are in charge of handling their own relationships with clients. They know that when their clients show up for the proceedings, we will treat them and their clients with professionalism and courtesy. Even if situations become tense, attorneys know we will keep a cool, calm demeanor and perform our job to the best of our ability.

Court Reporters are Accurate

We spent years learning our skill of writing machine shorthand, and we have spent more years honing the skill, constantly revising and relearning better ways to write faster and more accurately. We take very seriously the job of creating a completely accurate record of what has transpired word for word. We go to great lengths to make sure we have produced a transcript that is accurate. Our clients know they can count on us to produce an accurate verbatim transcript each and every time.

Court Reporters Deliver On Time

Every reporter learns to work under a deadline. Each time we are hired to produce a transcript, we are providing an important document that will be used in a legal matter. We know there are real people behind every caption, real people who are waiting for the legal process in order to receive justice. Court reporters understand that every transcript needs to be delivered in a reasonable number of days following the proceedings. We also know that sometimes our clients do not have a reasonable time available. Sometimes they need our transcript tomorrow morning in order for them to effectively meet their own deadlines and serve their clients to the best of their ability. We are happy to provide transcripts even if it means staying up all night to finish on time because we know people are counting on us. Our clients know we will go the extra mile to deliver a transcript to them when they need it. They appreciate the fact that we will deliver on time.

Court Reporters are Attentive

Each client who hires us is working on a matter that is of utmost importance to their own clients. We know our clients are working to deliver the best possible result for their clients. Attorneys know their court reporters understand the importance of the matter. They trust that we will give them our close attention. They know, when possible, we will anticipate their needs.

Court Reporters are Appreciative

There are many ways in which we are appreciative of our clients. We appreciate that they provide good quality work to us. We appreciate that they call us repeatedly to perform our services. We appreciate that they treat us with respect during the proceedings. We appreciate it when they pay their bills on time. Attorneys know court reporters are appreciative and thankful for their clients and the business they bring.

Court Reporters are Personable

We often have the opportunity to converse with our clients before and after proceedings. Because our clients use our services repetitively, we get many opportunities to learn about them, their practice and their goals. Attorneys value that we take the time to get to know them, that we view them as people and not just a paycheck.

Court Reporters are Tech-Savvy

Technology has become an integral part of being a court reporter. Attorneys rely on us for all sorts of technology needs. They know we can arrange and conduct a realtime deposition or video proceedings, even remote depositions over the internet. They know we have different formats of transcripts to offer and will help them discern which format they need for their practice management software. Attorneys know if they have technology questions, it is likely their court reporter will be able to help them directly or will know how to get assistance for them.

Every time I see an example of bad customer service, I think about how good court reporters are at providing excellent service. It is a good idea to remind ourselves of just how much our clients rely on us to provide that service, and they show their appreciation every time they call us to schedule another deposition or hearing.

Good customer service is a philosophy, not just a skill. Court reporters live this philosophy and always strive to deliver the best customer service on which attorneys can rely.

If you liked this article, you might also enjoy “The Importance of Punctuality for Court Reporters.”

January 7, 2014 By Dawn Houghton

This Court Reporting Life…The Mysteriously Missing Court Reporter

As the owner of a court reporting firm, I am always trying to anticipate things that may go wrong when sending court reporters to depositions. But sometimes things come up we don’t expect. We always want to make the appropriate arrangements and avoid any mishaps that might occur, but sometimes it just isn’t possible to avoid some situations.

One day we got a frantic call from our client stating that our court reporter had not arrived for the deposition. They were ready to begin but had no court reporter. This is something no owner wants to hear. We pride ourselves on showing up for every deposition, not just on time, but early. We try to never, ever show up late. We also have several steps in our scheduling process to ensure that no deposition has slipped through cracks in our system. It is hectic to scramble to find a reporter to get to a deposition that has already been scheduled to begin, and we definitely don’t want that issue ever to occur.

So to find out we had a room full of attorneys without a court reporter was very bad news and our office went into action immediately to discover what happened.

This particular deposition was scheduled to take place at a local hotel conference room. I placed a call to my reporter to assure myself she was at the deposition location. She indicated she was. This made no sense at all. How could she be at the deposition, yet the scheduling attorney was calling asking why they didn’t have a court reporter?

My next step was to call the hotel staff to see if they could shed any light on the situation while at the same time my reporter was tracking down the staff at the hotel about the situation. We found out that the hotel had mistakenly set up two conference rooms for this one deposition. Some of the parties were taken to one room upon arrival and some of the participants were led to a second room. My court reporter was able to locate the other participants and all parties convened in one room. The deposition started later than scheduled but otherwise happened as planned.

So even though we try to anticipate every mishap that can happen, there are still situations that surprise us. Who could have predicted there would be two rooms for one deposition? Now we know what to do if the situation arises again.

If you found this article interesting, you might also like “The Court Reporting Profession is Alive and Well.”

December 17, 2013 By Dawn Houghton

Ways Your Court Reporter Can Help Your Law Firm Go Paperless

Many law firms are beginning to do their part to save the environment by implementing recycling programs and other strategies. Even the smallest changes can mean big results. For law firms, reducing the amount of paper used during the course of business is a large area in which they can decrease their carbon footprint. There are several ways your court reporter can help you reduce your paper use.

Order a Copy Transcript

When you order a transcript, the ordering party will traditionally receive an original transcript that is sealed in a paper envelope and a copy of the transcript for your use. The sealed transcript is necessary at the time of trial when you need to file the original transcript with the court. However, many lawsuits settle before making it to trial. One way to save paper is to have the copy printed for your use when you order the transcript, but you can ask that the original not be printed and sent until you request it at the time of trial. You can imagine how much paper this would save if everyone used this practice.

Electronic Transcripts

You may also consider receiving your copy of the transcript in electronic format instead of hard copy. Ordering electronic transcripts to be emailed to you again allows you to hold off on printing the transcript unless and until the time you actually need the testimony in paper form. You may also decide to only print out a partial transcript or a condensed transcript from your electronic copy in your office. Transcripts that are emailed to you can be saved to your firms’ client folders and can also be accessed at any time.

Electronic Exhibits

Not only can you order electronic transcripts, but you can order electronic exhibits as well. Your court reporter can take the exhibits and have them scanned into digital form to include with your transcript. At O’Brien and Bails Court Reporting, we are able to digitally link your electronic exhibit to the pages in the transcript where the exhibit is mentioned. This makes it easy for you to refer to the exhibit while you are reading the transcript. Ask your court reporter if this is a service they can provide.

Paperless Saves

Conserving on paper by requesting electronic transcripts not only saves the environment, but using less paper can also save you money in a couple different ways.

Saving Space

You will save on space at your firm or storage facility by having less paper to keep in active files and closed files. This can also save you money because you will need to purchase less storage space for files.

Saving Money

Ordering electronic transcripts saves you money in postage. Your court reporter will incur less in postage expenses because less paper will be sent through the mail. It is likely that your court reporter will pass that savings on to you.

Green Discounts

Using these green strategies means your court reporter will be using less resources to produce your transcripts. Some court reporting firms pass that savings on to you in the form of a green discount. For instance, at O’Brien and Bails Reporting, we offer a 5% discount if you order transcripts in these forms that use less paper. We want to help you in your efforts to reduce your carbon footprint. Not all court reporters offer this green discount, so be sure to ask the next time you hire a court reporter.

Reducing your carbon footprint can be accomplished in a lot of different ways. Reducing the amount of paper your firm consumes is a good idea for you and for the environment. Try out these creative ways in which your court reporter can help your law firm in its effort to go paperless.

If you enjoyed this article, you might also like to sign up for our free guide, “How Much Should I Expect to Pay For Court Reporting Services?”