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How law firms can prepare for the ‘new normal’ workplace

In just a few short months, COVID-19 has changed the way organisations, including law firms, function. Now, people are beginning to realise that this “new normal” is here to stay, writes Seamus Johnston.

user iconSeamus Johnston • 09 July 2020 • Big Law
Seamus Johnston
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Social distancing requirements and the threat of a second infection spike nationwide mean work practices that have been in place for decades are being reviewed. Staff are slowly coming to terms with the fact that working from home (WFH) will be an ongoing part of their lives.

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These dramatic changes happened so quickly that organisations were struggling to keep up. Many law firms had just a matter of days to equip staff to work remotely and ensure they had access to the applications and data stores needed to fulfil their roles.

Now that it’s clear home and remote working will play a significant role in the months and years ahead, managers are considering the issues that need to be addressed. They need to identify what steps are required to ensure staff remain as productive at home as they were in the office.

Some of the issues that should be considered include:

  • Use of appropriate devices
Because of the rush caused by the viral outbreak, many people had to make use of whatever computing device they could muster at short notice. During the coming months, it’s important to review what staff are using and ensure it meets their particular working requirements.

  • Support workplace collaboration
Despite their widespread availability, many firms have been slow to adopt instant messaging platforms like Slack or Google Hangouts and videoconferencing apps such as Webex or Zoom. Employees should be encouraged to use them to both support their work and encourage team collaboration.

At the same time, cloud-based file-sharing services, such as Dropbox, Google Drive, and OneDrive, can be used to disseminate content securely to relevant team members.

  • Enable remote onboarding
Newly appointed staff will need to be onboarded just as they were before the virus. IT teams need to ensure that a new WFH staff member can unbox and connect their newly issued devices as easily as they could in the office.

  • Deploy remote device management tools
IT teams also need the capability to manage and secure the devices being used by WFH staff. Deploy the tools they require to get this important job done.

  • Adopt a ‘zero trust’ security strategy
Rather than requiring remote staff to rely on a VPN to access centralised resources secured behind a firewall, adopt a strategy of zero trust. This treats all users equally and relies on a strong ID platform to ensure only those authorised to do so can gain access. The approach improves performance and reduces complexity.

  • Avoid productivity breakdowns
Businesses should support their employees with a self-help remediation service that enables workers to change their password if they’re locked out of the system, reset a failed device and, if unsuccessful, easily log a service ticket via Zendesk or ServiceNow.

To fast track this approach, look to deploy an enterprise mobility management (EMM) system which can manage device settings and configurations and install software updates remotely. It can also ensure device security complies with corporate policies.

  • Review access rights
With remote access increasingly the norm, it’s important staff can only access the systems they need as part of their roles. Check access rights across your organisation and adjust as needed.

  • Foster a strong work/life balance
Many staff will be experiencing a WFH lifestyle for the first time and it will take a while to get the mix of work and personal time right. Managers need to ensure staff are happy with the new arrangements and able to continue to be productive.

Interestingly, studies have found that remote workers can be more productive than their office-bound colleagues.

  • Clearly communicate corporate policies
Just because people are working from home, it doesn’t mean they no longer have to adhere to the policies and procedures of the office environment. Clearly communicating what is appropriate when working is important.

  • Conduct ongoing staff education and training
Just as they did when based in the office, staff require ongoing education to ensure they have the knowledge and skills to fulfil their roles. Find ways for such content to be delivered online rather than via traditional face-to-face group sessions.

By taking these steps, law firms will be much better placed to survive in a COVID-19 world. They will be agile enough to cope with whatever the future looks like and ready to take advantage of new opportunities as they arise.

COVID-19 may have brought significant changes to the world of work however those firms that adjust policies and equip staff in the right way will be able to prosper as economic activity levels pick up once more.

Seamus Johnston is a senior account executive at JAMF.

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