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From Think Like a Lawyer to “Think Like a Client” (IAALS report)

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Think Like a Client,” 2019 Institute for the Advancement of the American Legal System (IAALS) report:

EXECUTIVE SUMMARY

Understanding what clients want and expect from their lawyers is imperative for the provision of high-quality legal services, as well as for lawyers’ success in the legal profession. Furthermore, there exists a well-established and frequently lamented gap between the legal needs of the public and the provision of legal services from the profession. While we have anecdotal evidence that presents glimpses of answers to our questions about what clients value, there is a dearth of empirical evidence to support firm conclusions. IAALS’ Think Like a Client project represents a first step for the profession in developing a comprehensive, evidence-based understanding of what is important to clients….” [Link to full report.]