UNIT 8

LAW OFFICE MANUAL

MGT 209
LAW OFFICE MANAGEMENT

Department of Law
School of Humanities and Law
UNIVERSITY OF THE COMMONWEALTH
CARIBBEAN

Clover Edwards
Lecturer
 BENEFITS OF LAW OFFICE
MANUALS
• Staff manuals can be used to guarantee each client the same high-
quality legal services, every time.
• Staff manuals are particularly helpful when training new employees.
• New employees can immediately get a feel for how the firm operates
and what procedures are to be followed just by reading the manual.
This makes the orientation process quicker and less difficult.

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EXAMPLE OF A TABLE OF CONTENTS OF
A LAW OFFICE MANUAL

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EXAMPLE OF A TABLE OF CONTENTS OF
A LAW OFFICE MANUAL

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 STAFF MANUALS FROM AN ETHICS
PERSPECTIVE

• Staff manuals also are important from an ethical point of view. The manual
allows management to draft policies that will deter ethical violations.
• A manual can address common ethical problem by stating which person is
responsible for keeping the calendar, how items will be put on the calendar,
and what steps will be taken to avoid missing the deadline.
• In addition, the staff manual can be used to set out policies on ethical
situations, such as the need for strict confidentiality of client information.

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 STAFF MANUALS ON THE LAW
OFFICE INTRANET

• An intranet is an internal information distribution system based on

Internet technology. In short, it is a private “Internet” that is used only
by law firm staff.
• When the staff manual is on an intranet, it is immediately accessible to
all staff with access to a computer.
• It can be updated electronically; and it can save thousands of dollars in
reduced paper and copying costs.

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
1. Introduction
The introduction should provide employees with a broad understanding of
your firm and encourage pride in being part of the team. You might
include your firm’s mission statement and company history to emphasize
your objectives and track your progress. Also, describe the purpose of the
manual and how it should be used.
2. General Policies
• General policies establish your law office as a safe and respectful
workplace. Detail how your firm will deal with confidentiality, security,
privacy and harassment.
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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
3. Employment Policies
These policies demonstrate compliance with employment laws and set out what
employees need to know including expectations, roles and benefits. Consider
including classifications of employment (full-time, part-time, casual),
probationary periods, evaluation processes, and promotion policies.
a. Conduct
Clearly set out standards for employees’ behaviour as representatives of your firm.
You can regulate, to certain degrees, dress codes, online representation (such as
social media profiles and blogging) and web browsing. Consider addressing
personal phone calls, audio devices and workspace presentation. Express the
policies in ways that support a positive and functional working environment.

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
b. Office Hours, Hours of Work, Holidays and Leave
•Detail your firm’s hours of operation and when employees are to be in the office.
•Include overtime policies, time-reporting procedures and windows for lunch and other
breaks. Absence reporting for medical, parental, bereavement or other reasons should
be addressed. If your firm allows for telecommuting or alternate work arrangements,
outline the procedures for approval and implementation.
•At the start of each year, update your manual with a list of dates during which the
office will be closed (statutory holidays, etc.). Don’t forget an emergency closing
policy (inclement weather) and an emergency exit plan (with a designated employee
gathering site).

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
c. Payroll and Benefits
•Outline payroll dates and methods of payment. Also discuss applicable
benefits (health insurance, profit-sharing, etc.) and procedures for
submitting claims.
d. Job Descriptions
•Identify roles and responsibility for tasks including procedures for
delegating work and adjusting workloads, including the process for
seeking assistance from other staff members.

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
4. Client Service

a. Firm Representation

Detail how your staff should deal with the public and clients. Consider including scripts and
templates for telephone reception, email inquiries and greeting clients in reception. Uniform
guidelines result in a more professional image. Ensure your staff are aware, and continually
reminded, of the importance of client confidentiality.

b. Client Representation

Inform staff about procedures for engaging and declining representation. This includes customer
service standards for intake; retainer (and non-retainer) letters; contingency fee agreements;
conflict checks; collecting client identification and verification information; billing procedures;
and the receipt, retention and return of client documents.

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
c. Communications
•Excellent client service requires that staff know and implement your
processes for all forms of communication. Describe how staff should
engage with couriers, process servers and court runners, and how to
manage correspondence (faxes, emails, texts and regular mail).

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
5. Office Procedures
a. Filing System
Thoroughly describe your filing system including file-opening procedures. Chronicle how to
build a file going forward. Detail your preferences on organizing, labeling, and even
appending materials to the file folder. Provide procedures for file transfer and closing.
Specify how to handle matters with outstanding invoices.
b. Security
Protecting confidential information is imperative for any practice setting. Detail back-up and
anti-virus systems, shredding policies and access/locking procedures for file cabinets,
internal offices and your office building.

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
c. Calendar Control
Detail how to do calendaring, limitations, diarization and file review. Include
“in advance of” and “follow-up” dates. Appoint a lead staff member for these
tasks and designate an alternate to ensure coverage. Diarize dates for the
subscription and licensing payments etc.
d. Work Product Appearance
Set out your standards for formatting, font and layout for memoranda, emails,
forms and letters produced by your firm. This adds to your firm’s professional
image.

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
6. Finances
A clear, descriptive billing statement aids in client satisfaction. Ensure that staff
understand the importance of this document. Itemize the information included in time
entries, describe the billing statement and list the charges and costs to be billed. Inform
your staff about trust and general accounts. Establish and maintain strict procedures for
all accounting transactions and highlight the critical need for adherence. Consider
reimbursement and petty cash procedures.
7. Technology, Equipment and Supplies
Inform your staff about office technology systems, service providers and vendors. This
might include ordering procedures, version and warranty information, and payment
processes for equipment and supplies.

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
8. Emergency and Disaster Response
•Inform your staff how to handle an emergency, such as a natural disaster,
including where to access emergency contact numbers, muster points, etc.
“Modern” disasters, such as server crashes, are equally important to
address.
•Establish disaster recovery procedures, such as recreating files from
server backups and consider establishing alternate worksites and
protocols should your office be inaccessible. Keep passwords in secure,
off-site places, which can be accessed by a staff member.

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
9. Updates and Acknowledgment By Employees Upon Review
a. Updates
Your manual can be in print or electronic form. Ideally, you can easily update it (note dates of
amendment on the copy). Revisions can be as needed and an annual review is recommended.
b. Employee Acknowledgment
•Require employees to read the manual as part of their orientation and have them acknowledge that they
have done so. Employees should also be notified of any updates to the manual, as well as review it on a
regular basis. This facilitates their understanding of the contents and your reliance on the policy.
c. Disclaimer
•Ensure that policies comply with legislation and include a disclaimer explaining that, if there are
conflicts between policy and legislation, the legislation prevails.

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 THINGS TO INCLUDE IN YOUR
LAW OFFICE MANUAL
10. Miscellaneous
This is your catch-all. Anything that might not fit elsewhere can be
included here, such as contact information for local police, fire and
emergency services, building access codes, parking information, and even
kitchen rules…

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 ADDITIONAL INFO

• https://jamaica-gleaner.com/article/commentary/20210812/allan-wood-
attorneys-can-advertise-personal-injury-matters

• https://jamaica-gleaner.com/article/commentary/20210801/editorial-wh
y-shouldnt-lawyers-put-their-names-neon
• https://jamaica-gleaner.com/article/lead-stories/20200501/court-battle-
over-legal-advertising-looms

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 REFERENCES & FURTHER
READING
• Roper, B. (2007). Practical Law Office Management, (3rd Ed.)
https://www.pdfdrive.com/practical-law-office-management-third-
edition-west-legal-studies-e176322833.html
• The Top 10 things to include in your law office manual
https://www.lawsociety.ab.ca/resource-centre/key-resources/practice-
management/top-10-things-to-include-in-your-law-office-manual/

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 THANK
YOU!

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