Zoom Tip #2 Head and Eye Placement On Video

[VIDEO TIP #2] Head and Eye Placement For Maximum Connection On Video

Nancy Myrland All Posts, Video Marketing, Videos, Videos-Livestreaming Leave a Comment

Welcome back!

This is Video Tip #2 that will address how to look better when you are on camera by understanding where to place your eyes and your head for maximum impact and connection with the audiences you are talking to when on video.

If you haven’t seen Video Tip #1, you can find that right here.

If we haven’t met before, my name is Nancy Myrland with Myrland Marketing & Social Media. I am a marketing, content, social and digital media advisor for lawyers.

Let’s get started.

Here is my video explaining everything. Just press the play button on that video below.

If you are more of a reader, there is a blog post below that. You get to choose!

The following is a rewritten transcript of the video, which I edited to make it a bit more readable for you.

Where Should You Place Your Head?

Let’s get started with where you should place your head. This also goes for when you are taking still photos, but particularly on video, which is what we’re talking about today. You want your head with only a little bit of space between your head and the top of the frame. You can see what that looks like in the video I have prepared.

When your head and face are further down in the frame, or when you slouch, look at what happens. If you are lower in the frame, you don’t look right. Your presence looks minimized, and you can come across as too casual, less confident, and slouchy. (Is slouchy even a word?)

But when you sit up and fill the frame, which is what we call it, you will have presence. Having your body upright and at the top of the camera is the best placement for your head. It’s just a good look. It’s a better look. For maximum impact, that is where you want to place your head.

Camera Placement

Let’s take a look at camera placement. Most cameras can be adjusted. Mine has a little feature where you can just bend it back and forth. That’s nothing special with my camera. Many external webcams are built this way.

If you have your camera stuck in the fold of your laptop, which is very common these days because they want to make the monitors thin, you will want to lift it up on a box or two so that you are eye level with that camera.

You want your head toward the top, but you don’t want your head at the top but looking down at your camera. That’s not a polished, professional look. Even if your head is at the top, but you’re looking down in the fold of your laptop while trying to connect with others, you can do better by improving the height of your laptop and camera. Again, this is for maximum impact and connection with the people you’re talking to, let’s keep your head up and at the top of the frame, and your camera at eye-level.

Where Should I Be Looking?

Where should you look when you are on video? This can be difficult because when we are in meetings with other people, we want to look at them. Our tendency on all meeting and webinar platforms is to look at ourselves on the screen, or at others in nearby squares. It’s natural.

Here’s my advice for you. It depends on what is going on at that particular moment, but, because I’ve done this so much, it has become a habit for me to look into my lens when I am on camera, and particularly when I’m talking. That is what I would like for you to do, too.

Every time you are talking, you want to make sure you look in the lens, which is what I’m doing in the video that you see on this page.

Why is that important? To best answer that, think about what or who is on the other side of that lens.

Yes, exactly, there are people on the other side of that lens!

Look Into Their Eyes

When I am on camera, I know that you are there, and I want to look into your eyes. I want to have a conversation with you.

I want you to have a conversation directly with those other people who are observing you. When it is your turn to talk, if you are doing what I demonstrate in the video, looking all over your screen at everybody else, depending on how wide your monitor is, and mine is very wide, you will look like you are constantly face-surfing, or trying to look at other faces.

That is not the best practice for maximum connection with the people you are talking to, so when it is your turn to talk, definitely look into your lens. If you need a little help, put a sticky note and an arrow by your lens.

I use one of those little, round, fluorescent-colored Avery reinforcement stickers. I have a bright yellow one at the moment. It is always my reminder that is where the lens is on my Logitech Brio, which is my window to the eyes of the other people in my meeting or webinar.

When it is your turn to talk, definitely look at the camera.

Where Do I Look When Others Are Talking?

If you have said something and someone else is replying to you, or if the discussion involves you, keep looking at the camera.

Why is this important?

Because you are still in conversation with that person, aren’t you, which is why I want you to maintain eye contact. You can still hear that person talk without looking directly at them.

But Not Always

Sometimes the conversation is just a free for all. Everybody is talking. There is a lot going on. At those times, it is much harder to maintain and freeze a look on your camera for the next 30 to 60 minutes, so don’t put the pressure on yourself to have to do that.

In those moments, and in all moments, what helps minimize your eye and head movement is to position Zoom or your webinar window in such a way that you are able to place it right below your lens. In the video on this page, I have positioned my recording software directly below my camera.

If you are on Zoom or in a webinar where you can see others, try not to let your eyes dart back and forth like I demonstrate in the video.

You Are Always On Stage

Remember that you are always on stage. It is your job to look professional when you know there are people watching and evaluating you.

When you are on stage, whether that is in an auditorium, a conference room, or your home office, you are still being evaluated. Keep eye contact as much as you can because you are always being judged by someone, if not some people. I know that’s a lot of pressure, but I have faith in you!

Another reason this is important is to think about what happens when someone is presenting from the stage. Pretend that is you. When you are on an in-person stage, what do you do when you are looking out at the audience?

Who do you look for?

You look for people who are looking at you and who are somewhat in agreement with what you are saying. You look for those who are paying attention, whose body language communicates interest, and who might be nodding. Not nodding off, but nodding in agreement.

It is the same when you are on camera and somebody else is talking. When it is someone else’s turn to talk, what do you think is going to happen? Well, because others are not as informed as you are about looking at the camera, they are looking around at the different people who are in your Zoom room.

Just as they do in-person, they are going to focus on the people who are looking at them and seem to be in agreement with what’s going on. So that means you should always have your camera turned on, and you should genuinely try to make eye contact so the presenter sees you looking at them.

The Gift Of Eye Contact

Now, does looking at the presenter via your lens feel artificial? It doesn’t to me, but that is because I’ve been doing this for a long time and it comes naturally to me. It has become a daily habit. I can still see those people out of the corner of my eye. I can still hear everything they are saying, but I am taking a little extra time to pay attention to them by giving them the gift of my eye contact.

Final Thoughts

Those are my two tips for you today, which are best practices for head and eye placement for maximum impact and connection with your audiences.

If you haven’t watched the video above where I demonstrate everything I have written about here, please do. I’d love to know what you think of it, or if you have any video questions you want me to make sure I cover.

More Focused, Sequential Training In A Private Monthly Online VIP Community

The Lawyers Marketing Academy VIP is coming soon!

If you would like to know when I am getting ready to launch my upcoming membership community, The Lawyers Marketing Academy VIP, where I will regularly teach and coach in a personal, private community, please let me know here. There is absolutely no obligation as it is simply an expression of interest to receive information.

Nancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to establish relationships and grow their practices. Also known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement content, social and digital media strategies that cut through the clutter and are more relevant to their current and potential clients.

As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcasting, video marketing, voice marketing, livestreaming, and Zoom strategy and training. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases.

If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here.

[VIDEO TIP #1] One Quick & Easy Way To Look Better On Camera

[VIDEO TIP #1] One Quick & Easy Way To Look Better On Camera

Nancy Myrland Presentation Skills, Video Marketing, Videos-Livestreaming Leave a Comment

Now more than ever, you are being called upon to meet and present on camera virtually. You might also be interested in creating pre-recorded and live video for marketing and business development purposes.

Because you are not physically able to meet with every client and potential client you would like to, not to mention referral sources, media, bloggers, and conference organizers, you need to find the most effective ways to create and nurture your professional relationships with others.

Video helps accelerate those relationship-building efforts because it causes others to feel they know you better because they have seen and observed you.

Video is powerful, so let’s make the absolute best of it, okay?

This 1st Tip Is Important For everyone

The 1st tip I am sharing below is the beginning of a series of video tips I have for you. This one shows you one quick and easy way to instantly look better on camera.

Just press the play button below and you’ll see what I mean.

Let me know what you think and if you have any questions, okay?

The Lawyers Marketing Academy VIP is coming soon!

Nancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts and grow their practices. Also known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn and Twitter trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients.

As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcasts, video marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases.

If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here.

If you would like to join Nancy’s waiting list to receive more information when The Lawyers Marketing Academy VIP is ready to open to its class of Founding Members, just click here. No obligation, just information!

Are Lawyers Creating Coronavirus Content The Wrong Way?

Are Lawyers Creating Coronavirus Content The Wrong Way?

Nancy Myrland Content Marketing, Coronavirus Communications Center, Crisis Management Leave a Comment

There has been an amazing increase in the amount and types of Coronavirus content being created by lawyers and law firms, as well as the rest of the world. There has also been an increase in the number of people who will freely tell the world you are doing it wrong.

In this unprecedented time we are living in, many are struggling to find the right mix, the right tone, the right platforms, and the right frequency.

In this episode of Legal Marketing Minutes with Nancy Myrland, I discuss the comments I am seeing and hearing and suggest how we all might want to make a few adjustments.

Legal Marketing Minutes is always under 10 minutes. This episode is 8 minutes and 38 seconds.

After you listen, I’d like to hear your perspective.

Click here to listen on Apple Podcasts.

Click here to listen on Spotify.

Click here to listen on the Legal Marketing Minutes Blog.  

I know you’re extremely busy, but if you find the Legal Marketing Minutes podcast worthy of your time, please consider subscribing to, rating, and reviewing my show on Apple Podcasts. I would really appreciate it!

Nancy Myrland, Myrland Marketing & Social Media and LinkedIn Coach For LawyersNancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcastsvideo marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases.

If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here.

Please Visit My Coronavirus Communications Center

Coronavirus Communications Center for Law Firms with Nancy Myrland

In The Coronavirus Communications Center, You Will Find These Posts Related To The Coronavirus (COVID-19)

Should Lawyers Be Selling Their Services During This Coronavirus (COVID-19) Crisis?

Coronavirus How Should Attorneys Use Social Media During This COVID-19 Crisis?

How Should You Communicate When Someone In Your Firm Tests Positive For Coronavirus (COVID-19)Coronavirus COVID-19 and Law Firms

Should Employees Volunteer During The Coronavirus (COVID-19) Crisis?

Nancy Myrland Coronavirus Communications Center, Crisis Management, Management Leave a Comment

What should you do if someone in your firm comes to you seeking approval to provide volunteer assistance in the community during this COVID-19 outbreak?

Even if you haven’t received any requests, I am going to share an idea for you to implement in your firm that might also turn into a morale builder.

Is It Time To Volunteer Outside The Box?What should you do if someone in your firm comes to you seeking approval to provide volunteer assistance in the community during this COVID-19 outbreak? Is It Time To Volunteer Outside The Box? With all of the restrictions being imposed upon most states right now, this might be the time to think outside the box to help those who are looking for something tangible to do to make things better. I’ve drafted some thoughts you can modify for your own use in your firms. There are spots only you can fill in. You’ll see what I mean below. How To Handle Volunteerism The Coronavirus Crisis? Here is a suggestion for you to consider, as well as a memo you can distribute internally when this question arises. Feel free to copy and edit it to match your style and culture. “Dear [___________], As you know, for decades our firm has believed in nothing short of selfless and compassionate community service and volunteering. This is made evident by the policy we have to allow everyone in the firm [X number] of paid volunteer hours per month. Our community involvement is one of the cornerstones of our firm. Some of you have asked if you would be able to continue to contribute that same volunteer spirit during this Coronavirus crisis by going outside of your homes and offering your assistance to those most in need. I have a few thoughts for you. Number one, you are amazing. Number two, given the fact that most states have already limited travel outside of the home to those providing or who need essential services, unless you are one of those providing or need those services or supplies, I would ask that at this time you pass on physically volunteering to help in our communities. As difficult as this is for those of us who feel the need to do something to help right now, we must balance that with the need to flatten the curve, meaning to reduce the spread of this insidious virus by keeping ourselves out of harm’s way. What I would like to offer is the ability for you to donate up to [$200] per person to give to the local organization you think best fits your and our passions and priorities. We will reimburse you for that contribution. When this crisis passes and state and federal government tells us that the reality of being carriers or victims of this virus has passed and physical distancing is no longer necessary, we will then happily revert to our normal volunteer policy which is [10] hours of approved volunteer time per month or quarter. Please keep me in the loop as you donate to local organizations that are consistent with your and our values as a firm because I would love to hear your stories. Either way, make sure you turn in an expense report to be reimbursed for those donations you will be selflessly donating on your and our behalf. Nothing will make me happier than when we return to a time when we can resume our traditional way of giving in this firm. It will happen. It is our way of life. I suspect it will become even stronger as a result of what we are all going through right now. If you have any questions at all, or any suggestions about how to make virtual volunteering like this even more effective, please do not hesitate to call, email, or text me. Thank you. Stay safe. [Pat Sampson, Managing Member]” If you'd like to discuss this in greater detail, this is where you can find me. Nancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcasts, video marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases. If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here. Please Visit My Coronavirus Communications Center In The Coronavirus Communications Center, You Will Find These Posts Related To Coronavirus (COVID-19)

With all of the restrictions being imposed upon most states right now, this might be the time to think outside the box to help those who are looking for something tangible to do to make things better.

I’ve drafted some thoughts you can modify for your own use in your firms. There are spots only you can fill in. You’ll see what I mean below.

How To Handle Volunteerism The Coronavirus Crisis?

Here is a suggestion for you to consider, as well as a memo you can distribute internally when this question arises. Feel free to copy and edit it to match your style and culture.

“Dear [___________],

As you know, for decades our firm has believed in nothing short of selfless and compassionate community service and volunteering. This is made evident by the policy we have to allow everyone in the firm [X number] of paid volunteer hours per month. Our community involvement is one of the cornerstones of our firm.

Some of you have asked if you would be able to continue to contribute that same volunteer spirit during this Coronavirus crisis by going outside of your homes and offering your assistance to those most in need.

I have a few thoughts for you.

Number one, you are amazing.What should you do if someone in your firm comes to you seeking approval to provide volunteer assistance in the community during this COVID-19 outbreak? Is It Time To Volunteer Outside The Box? With all of the restrictions being imposed upon most states right now, this might be the time to think outside the box to help those who are looking for something tangible to do to make things better. I’ve drafted some thoughts you can modify for your own use in your firms. There are spots only you can fill in. You’ll see what I mean below. How To Handle Volunteerism The Coronavirus Crisis? Here is a suggestion for you to consider, as well as a memo you can distribute internally when this question arises. Feel free to copy and edit it to match your style and culture. “Dear [___________], As you know, for decades our firm has believed in nothing short of selfless and compassionate community service and volunteering. This is made evident by the policy we have to allow everyone in the firm [X number] of paid volunteer hours per month. Our community involvement is one of the cornerstones of our firm. Some of you have asked if you would be able to continue to contribute that same volunteer spirit during this Coronavirus crisis by going outside of your homes and offering your assistance to those most in need. I have a few thoughts for you. Number one, you are amazing. Number two, given the fact that most states have already limited travel outside of the home to those providing or who need essential services, unless you are one of those providing or need those services or supplies, I would ask that at this time you pass on physically volunteering to help in our communities. As difficult as this is for those of us who feel the need to do something to help right now, we must balance that with the need to flatten the curve, meaning to reduce the spread of this insidious virus by keeping ourselves out of harm’s way. What I would like to offer is the ability for you to donate up to [$200] per person to give to the local organization you think best fits your and our passions and priorities. We will reimburse you for that contribution. When this crisis passes and state and federal government tells us that the reality of being carriers or victims of this virus has passed and physical distancing is no longer necessary, we will then happily revert to our normal volunteer policy which is [10] hours of approved volunteer time per month or quarter. Please keep me in the loop as you donate to local organizations that are consistent with your and our values as a firm because I would love to hear your stories. Either way, make sure you turn in an expense report to be reimbursed for those donations you will be selflessly donating on your and our behalf. Nothing will make me happier than when we return to a time when we can resume our traditional way of giving in this firm. It will happen. It is our way of life. I suspect it will become even stronger as a result of what we are all going through right now. If you have any questions at all, or any suggestions about how to make virtual volunteering like this even more effective, please do not hesitate to call, email, or text me. Thank you. Stay safe. [Pat Sampson, Managing Member]” If you'd like to discuss this in greater detail, this is where you can find me. Nancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcasts, video marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases. If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here. Please Visit My Coronavirus Communications Center In The Coronavirus Communications Center, You Will Find These Posts Related To Coronavirus (COVID-19)

Number two, given the fact that most states have already limited travel outside of the home to those providing or who need essential services, unless you are one of those providing or need those services or supplies, I would ask that at this time you pass on physically volunteering to help in our communities.

As difficult as this is for those of us who feel the need to do something to help right now, we must balance that with the need to flatten the curve, meaning to reduce the spread of this insidious virus by keeping ourselves out of harm’s way.

What I would like to offer is the ability for you to donate up to [$100] per person to give to the local organization or cause you think best fits your and our passions and priorities.

We will reimburse you for that contribution.

When this crisis passes and state and federal government tell us that the reality of being carriers or victims of this virus has passed and physical distancing is no longer necessary, we will then happily revert to our normal volunteer policy which is [10] hours of approved volunteer time per [quarter].

Please keep me in the loop as you donate to local organizations that are consistent with your and our values as a firm because I would love to hear your stories.Should Employees Volunteer During The Coronavirus (COVID-19) Crisis?

Either way, make sure you turn in an expense report to be reimbursed for those donations you will be selflessly donating on your and our behalf.

Nothing will make me happier than when we return to a time when we can resume our traditional way of giving in this firm. It will happen. It is our way of life. I suspect it will become even stronger as a result of what we are all going through right now.

If you have any questions at all, or any suggestions about how to make virtual volunteering like this even more effective, please do not hesitate to call, email, or text me.

Thank you. Stay safe.

[Pat Sampson, Managing Member]”

Let Me Know How I Can Help You

If you’d like to discuss this in greater detail, this is where you can find me.

Nancy Myrland, Myrland Marketing & Social Media and LinkedIn Coach For LawyersNancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcastsvideo marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases.

If you would like to engage Nancy for an hour to begin talking strategy or think through an issue you are having, you can do that here.

Please Visit My Coronavirus Communications Center

Coronavirus Communications Center for Law Firms with Nancy Myrland

In The Coronavirus Communications Center, You Will Find These Posts Related To Coronavirus (COVID-19)

Should Lawyers Be Selling Their Services During This Coronavirus (COVID-19) Crisis?Coronavirus How Should Attorneys Use Social Media During This COVID-19 Crisis?How Should You Communicate When Someone In Your Firm Tests Positive For Coronavirus (COVID-19)Coronavirus COVID-19 and Law Firms

Should Lawyers Be Selling Their Services During This Coronavirus (COVID-19) Crisis?

Should Lawyers Be Selling Their Services During This Coronavirus (COVID-19) Crisis?

Nancy Myrland Business Development/Sales, Client Service and Retention, Coronavirus Communications Center, Lawyers Leave a Comment

I understand you’re scared. It’s a scary time for everyone.

Many firms and other businesses aren’t sure if enough revenue is going to be there in a week, a month, 6 months, or even in 12 months to keep the doors open. This kind of fear can cause irregular and sometimes irrational behavior.

Let’s discuss.

Prefer To Listen Instead of Read? 

[You can subscribe to Legal Marketing Minutes with Nancy Myrland by clicking on the 3 dots on the right side of the player below.]

Is Now A Good Time To Sell?

I’ve been asked by several people whether now is the appropriate time to sell your services or even to cross-sell the other services in your firm.

Some lawyers I have talked to have said that they think now would be a good time to make sure all of their clients understand everything that they can do, and let them know all of the ways they can help with matters related to COVID-19.

They want to blanket email everyone to let them know what they can do. This post speaks specifically to that mass-selling approach.

Let’s Step Back For A MomentCoronavirus How To Relax

What I want you to do is take a deep breath and let’s talk about this for a moment. Seriously, take a moment right now because every one of us, including me, can benefit from taking a nice, long, deep breath while we try to make wise decisions during this crazy time.

[Inhale for 4 counts. Hold for 4 counts. Breathe out for 8 counts, or something like that. My friend Renee Branson knows the details better than I do. Now lather. Rinse. Repeat. It will help, I promise.]

Know The Right Approach

Before you run around like you’re starring in the movie Halloween, whipping around a chainsaw scaring everyone, my recommendation to you is that you are going to get a lot farther by using a little softer approach like going door-to-door handing out candy, talking to people, and making friends.

One is certainly more dramatic, but the other one is much more productive. It’s all about the right approach for the right moment.

Let’s Translate This For The Legal Profession

Let me give you an example. Over the past several days, which feel more like weeks, I have received emails from a few service providers who are sponsors of a conference I was supposed to be attending this week. They are trying to sell me their services. Not only do a few of them not understand what I do for a living because their wording refers to me as though I am working in-house for a lot of attorneys, which hasn’t been the case since 2002 when I went out on my own, but they are also turning me off because their approach appears to be tone-deaf to what I as a business owner am going through right now. That’s what I don’t want to happen for you and your clients.

One of Your Goals Is To Maintain or Grow Your Practice, Right?

If you want your clients to know what you do for a living and how you can help, and how other lawyers in your firm could help during this crisis with the externally-unspoken goal of bringing in new business and staying financially viable during and after this crisis, you need to focus on being very smart businesspeople and business developers at this time.

Being smart means being strategic about how you approach others right now. It means understanding what to talk about at the time your clients most need to hear from you.

Being strategic also means understanding when your current clients are in harm’s way and need your assistance fast. If you need to step forward and counsel them because you see trouble coming their way, you should certainly let them know that. It is your job to protect them.

I want to talk about those instances when you are tempted to blanket sell to everyone to sell your services to them.

I Have A 3-Pronged Approach For YouCoronavirus 3 step process

Here is a three-pronged approach that I think will serve you much better than selling to your clients and prospects right now.

The First Prong

The first prong of this approach is coming up with a content strategy. Within this content strategy, I want you to come up with 5 to 10 topics that you can author or co-author with someone else in your firm that is helpful and provides valuable information to the reader, listener, or viewer. Don’t hold back. Don’t provide specific legal advice, but I want these topics to speak to the situation and the thought processes and emotions they are going through right now.

With this content strategy, you will be providing a helpful perspective and even possible solutions. When you co-author with another attorney from another practice area or team in your firm, you will be subtly accomplishing one of your goals of helping others understand what you and your firm are capable of doing. If they see this kind of content from you on a regular basis, what do you think will happen? What will happen is that they will eventually think of you when needs arise that are related to what you and your colleagues have demonstrated you understand.

The Second Prong

The second thing I want you to do relates to what many firms have been struggling with for decades, and that is cross-selling. I want you to create a grid or a fact sheet that very easily identifies all of the services your firm provides that might be helpful to someone going through many issues related to this Coronavirus crisis.

I then want you to place that information on your website in some type of a Coronavirus (COVID-19) Resource Center or page, with an introduction that invites people who have chosen to visit your website or your resource center to learn information about your firm that might be helpful to them. Make sure to link to the appropriate pages of lawyers who can help them. Make it easy for visitors to find what they need as fast as possible.

The other nice thing about creating this cross-selling resource is that, because this has been a challenge for firms for a very long time, it will become a great resource for all of your attorneys and staff as they will quickly learn what everyone else in the firm does for a living.

You might laugh at that, but believe me, this is hard to accomplish in many law firms. It is also not common for every attorney to be able to speak about what every other practice team does, so creating this cross-selling fact sheet (and please don’t call it that on your website) will help in more ways than you can imagine.

The Third Prong

The third prong to this 3-pronged approach is that you need to start dealing with your clients on a one-to-one, case-by-case basis during this time, if not all the time. I want you to call your top 10 clients to start with and have a conversation with each one of them. I would do that this week and next.

I want you to check on them. Don’t sell to them. I want you to have a nice conversation with them.

Bonus points if you schedule a face-to-face on Zoom with them because this physical isolation might be wearing thin on them right now, but I wouldn’t push it. A phone call will work.

Ask them questions like:

  • How are things going at your company?
  • What kind of issues are you dealing with right now?
  • What are the most pressing issues that you have to solve?
  • What has surprised you the most?
  • How are you doing personally with all of this?
  • Are you working from home?
  • How is that going?
  • If your company hasn’t sent everyone home to work yet, how does that make you feel? I would imagine it would be a little frightening right about now.
  • Is there anything at all I can do to help?

I guarantee you, within that conversation with questions like that, and more that you can develop that match that tone and your style, you are going to learn more about your clients than you ever imagined.

You are also going to learn what issues are the most pressing to them, which will help fill in spots on that content creation process I mentioned in the first prong.

When the time is right, then you can follow up and gently suggest that you would like to help them through this, or that you can think of a colleague at the firm, or elsewhere if the subject is outside of legal, that would be a good resource, or that you have this resource center on your website that might provide additional perspective.

Now is the time for subtlety. Don’t force it because they will see right through it. Now is the time for a gentler approach. We all have to be sensitive to what our clients and colleagues are going through right now, and that is probably not the desire to be sold to when they aren’t in the mood.

This Defines Your BrandCoronavirus Be A Good Listener

Don’t forget that your behavior during this time, and really, all of the time, contributes to your brand and the firm’s brand.

Do you you want to be perceived as tone-deaf by overselling what you can offer them during a very scary, overwhelming time, or would you rather be known as caring, empathetic, a good listener, and as someone who took time out during a very trying time to genuinely check on others?

Taking The Simple, Fast Way Out

I get it that creating written resources that you send out to every client telling them everything you do is very tempting. But I think that’s the easy way out, and it’s probably not the right way out at this time.

You can’t put the pressure on:

  • A single website resource center
  • One blog post
  • One podcast episode
  • One lone newsletter that tells the recipient everything the firm does
  • One fact sheet that summarizes what you and every other team or group in the firm does

…to do the job of informing all of your clients and prospects what you do. That’s a lot of unrealistic pressure for any one piece or place of information.

Those should be considered what I have long called market softeners. They soften your market to become more receptive to you when and if you eventually recommend your services to them.

Wait For It

Sometimes you just need to wait for the right time before selling or bombarding others with sales information that can make you appear insensitive in the face of a major, scary, uncertain, overwhelming, and sometimes overpowering global crisis.

Will Your Approach Be Chainsaw or Candy?Coronavirus How To Keep Clients

As I said at the beginning, now is not the time to be running like a person with a chainsaw, scaring everyone by overselling your services. Going door-to-door and handing out candy is going to make you much more memorable in the long run, if not the short run, and will go a long way toward creating those know, like, and trust factors that we talk about so much in professional services.

You Decide

Is now the time to sell and cross-sell, or is now the time for you to step up and touch your clients on a personal, one-to-one basis and show them:

  • That you understand
  • You know how to listen
  • That you have the ability to help them see their situation a little clearer by having talked through it with them, and
  • That you are there for them

I’m confident I know which approach would cause your clients and prospects to like you better and to think positively about you in the long run, which can then lead to business when they are ready.

You decide.

If you’d like to discuss this in greater detail, this is where you can find me.

Nancy Myrland, Myrland Marketing & Social Media and LinkedIn Coach For LawyersNancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcastsvideo marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases.

If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here.

Please Visit My Coronavirus Communications Center

Coronavirus Communications Center for Law Firms with Nancy Myrland

In The Coronavirus Communications Center, You Will Find These Posts Related To Coronavirus (COVID-19)

Coronavirus How Should Attorneys Use Social Media During This COVID-19 Crisis?How Should You Communicate When Someone In Your Firm Tests Positive For Coronavirus (COVID-19)Coronavirus COVID-19 and Law Firms

 

 

Coronavirus Communications Center for Law Firms with Nancy Myrland

Nancy Myrland Coronavirus Communications Center, Crisis Management, Law Firms, Legal Marketing Leave a Comment

Welcome to the Coronavirus Communications Center. Please stop back often as this page will update when new resources are published. If there are any topics that would be helpful to you and your firm, feel free to let me know.

BLOG POSTS

PODCASTS


Nancy Myrland Legal Marketing Consultant

Nancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcasts, video marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases.

If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here.

Coronavirus How Should Attorneys Use Social Media During This COVID-19 Crisis?

Coronavirus (COVID-19) Communication: How Should Attorneys and Staff Use Social Media During This Crisis?

Nancy Myrland Coronavirus Communications Center, Crisis Management, Social Media Leave a Comment

What you post on social media is public. Even when you set your post to private, there is no guarantee of privacy (hello screenshots).

A question came up today that revolved around how to communicate caution to attorneys and staff about how they use social media during this time.

There Is No Blueprint. Let’s Design One.

I get it. Emotions and reactions are, understandably, heightened right now. There is so much that is uncertain in our lives and in the world. We haven’t been confronted with a situation exactly like this before. There is no blueprint that has been written for how to handle everything there is to do with the Coronavirus (COVID-19) pandemic, but we can marry best practices and good business sense to guide you as you communicate with your people.

Allow me to help.

Best Practices To Help Guide Your Employees Social Media Use During This Coronavirus (COVID-19) PandemicCoronavirus Communications Blueprint

This can be a dicey situation because you don’t want to control your legal and business professionals’ speech on their individual profiles.

There are exceptions when situations get out of control, but even though I play one on TV, I am not a labor & employment lawyer. Consult your favorite lawyer to review your approach in these matters.

Here are my suggestions for how you can communicate with your people about their use of social media during this time. You will want to model it using your own personality, culture, and practices, but this language should help you get started.

Here you go:

“While you are the ultimate decision-maker when it comes to what you post on your personal social media accounts, you might be wondering what your approach should be during these challenging times.

Remember that every sense seems to be heightened right now. This means that even the most casual comment, perspective, or suggestion can be misunderstood. That even happens when there isn’t a virus to contend with because there are only so many characters, exclamation points, and Emoji to add to communicate sentiment and intent. People can interpret your words and meaning in a completely different manner than you intended, leaving you at a loss as to why this happened or how to repair a relationship that is valuable to you.

Even when others agree with thoughts and sentiments you might post about the Coronavirus during this trying time, or about the firm, or your work situation that we acknowledge might be a bit tense right now, this can invite a watercooler full of negativity that can exacerbate the anxiety and Coronavirus (COVID-19) How Should Attorneys and Staff Use Social Mediatension that is already rising among your friends, family, and followers. Be sure that your comments are the best use of your valuable space and resources.

Remember that clients are anxious and might be trying to decide what is the best direction to turn. The words you share publicly can have a large impact on their attitude toward you, the firm, the services we provide, their ability to stay in business, and their confidence that they can take care of their families in the long run. Sharing negative news about what is going on in the world can add to their anxiety. You want to instill trust and confidence in those we serve and care for, which is a good reason to be extra cautious about your words on social media.

Of course, we would love for you to share any firm content we are posting to social media from firm accounts that you feel your community could benefit from as they are trying to learn how to navigate through this messy middle part of the crisis. You know best if and when that is appropriate, but this would help us reach even more people we hope will hear the important messages we are distributing.

Again, these are your accounts and your decisions. Please don’t think we are trying to direct your use as that is not our intention. These suggestions are simply that…suggestions as to how you might approach social media during this time. In fact, it is probably more important than ever for you to stay in touch with others via social and digital media to help stay close to them while we are being asked to practice physical distancing.

If you have any questions at all about these suggestions, or if you receive any inquiries or see anything about the firm that concerns you while you are on social media that you think we need to pay attention to, we would love to hear from you.

Also, if you think you need any brief tutorials on how to put these and other best practices into place, we can provide that for you. Just let us know as we want to be here for you and to provide the resources you need.

Thank you for all you do for us.

Stay safe. Stay healthy.

[Managing Partner/Member]”

Your TurnCoronavirus Communications Blueprint

Feel free to use any or all of these suggestions. I am sure you will add your personality to what I’ve written. If so, I’d love to see what you write. Please share your version with me in the comments, or via email here.

I’m Here For You

If you find you need help with any of this, please know I am always close by to help you and your firm.

Nancy Myrland, Myrland Marketing & Social Media and LinkedIn Coach For LawyersNancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcastsvideo marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases.

If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here.

 

Please Visit My Coronavirus Communications Center

Coronavirus Communications Center for Law Firms with Nancy Myrland

In The Coronavirus Communications Center, You Will Find These Posts Related To Coronavirus (COVID-19)

Coronavirus How Should Attorneys Use Social Media During This COVID-19 Crisis?

How Should You Communicate When Someone In Your Firm Tests Positive For Coronavirus (COVID-19)Coronavirus COVID-19 and Law Firms

 

How Should You Communicate When Someone In Your Firm Tests Positive For Coronavirus (COVID-19)

How To Communicate When Someone In Your Firm Tests Positive For Coronavirus (COVID-19)

Nancy Myrland Coronavirus Communications Center, Crisis Management, Management Leave a Comment

Someone in your firm, or someone who has visited your firm, has tested positive for the Coronavirus, COVID-19.

Now what?

Even if you don’t have anyone infected yet, you might. The virus seems to be spreading geographically a bit quicker than many expected. We will probably discover a sharp rise in the number infected once the testing kits are available and easily accessible.

It is also quite possible you have people who are positive but don’t know it yet. When this virus visits your firm, you will need to communicate swiftly in order to minimize disruption and help everyone feel safe.

If you would like to listen to my podcast episode about this topic, you can listen to that here:

Internal and External Coronavirus CommunicationCoronavirus Communication

As I outlined in my last post about how Coronavirus will impact your firm, it is important to plan ahead for this likely scenario. In that post, I outlined a process you can take to prepare for the upheaval in your firm.

Today’s post will dive deeper into one part of that process, which is how to communicate with all who will be impacted, including internal and external audiences.

What To Say When Coronavirus Visits Your Firm

I want to make it easier and quicker for you to be prepared, so let’s get started, okay?

You will want to draft communication that can be sent immediately upon your discovery of one of your people testing positive. Word will get out on its own, so it is critical you are prepared so you can set the tone and communicate accurately and compassionately. If you aren’t prepared, panic, anxiety, and fear, not to mention the virus, will spread faster than you can ever imagine.

Although similar, if not identical in their intent, tone, and purpose, you will need to draft versions 3 primary versions of your communication for:

  1. Internal audiences in your offices
  2. Clients because they might have been in contact directly or indirectly with the infected person in your firm, and because the Coronavirus might have an impact on the work you are doing together
  3. External audiences such as alumni, media, referral sources, service providers and vendors, those who deliver meals and supplies, and others who are connected to your firm.

Your Goals For CommunicationCreate a Plan For Coronavirus

Your goals might be many, but a few of the most important revolve around:

  • Helping all feel safe and understood
  • Providing strength, leadership, and direction when all else seems to be falling apart around them

As you draft your communication, take into consideration you can use many tools. Here are several you should consider.

  • Email
  • Intranet
  • A dedicated Coronavirus resource and information page or section of your website
  • Video
  • Livestreaming
  • Audio recordings
  • Letters
  • Social Media
  • SMS / Mobile Messaging
  • Coronavirus Information Kits

I would consider choosing more than one because there are people who find comfort in reading, some in hearing your voice, some in seeing your face, and some who appreciate all of the above. The initial notification should probably be sent via email as that is the swiftest way to send your message, but I would incorporate other tools as soon as you can.

We can choose destinations after we decide what to say. Let’s first discuss what you need to include in your communication.

Details To Include When You Communicate About Coronavirus COVID-19 Infecting Someone In Your FirmCoronavirus COVID-19 Planning

You will think of additional details once you consider the following, but let me help you get started with those that should be addressed.

  • Let them know your first and highest priority is to keep everyone in your firm safe.
  • Make sure everyone understands exactly what is going on. Don’t beat around the bush. Make it known someone in your [xyz] office has tested positive for the Coronavirus.
  • Remind everyone that all who are ill in your firm need to feel safe while they are being treated, and that showing empathy toward them is important.
  • Let them know you and the management team will do whatever is within your power to offer an environment that is clean, safe, and protected.
  • Let them know if you are sending everyone home to work.
  • Let them know an initial time period for this work from home arrangement and that you will reassess that timeframe every day.
  • Communicate your plans to clean and disinfect the office now and on an ongoing basis.
  • Recommend that they, too, keep others around them safe by considering social distancing until they know they are safe and healthy.
  • Remind them that if they are worried about being sick, they should first call their doctor to make him/her aware someone in your firm or office has tested positive and to ask about testing. Not every doctor’s office or hospital wants us to just show up unannounced with symptoms because that can defeat the need for isolation and quarantine should you also test positive.
  • Discuss what your expectations are for continued work schedules, including the meeting, messaging, and webinar tools you will be using to carry on with co-workers as usual.
  • Provide a way to find directions and training for how to use those tools, as well as reminders for how to log-in to your system to access work product so they can continue working.
  • Clarify how this might impact those who already had this time scheduled for vacation, or who are out on sick leave already.
  • Give them the assurance they will be paid as usual, and that the normal payment process will continue (if this is accurate).
  • Should they be approached with questions about your firm’s situation, let them know who at the firm to refer all external inquiries to, including appropriate contact information.
  • Tell them who they can contact confidentially if they begin to experience logistical issues with securing the items they need to maintain a healthy life while working from home…not a guarantee you can help in all situations, but that you have empathy and will do your best to point them to a few external resources that might be able to help.

What Would You Add?Coronavirus COVID-19 Communication Plan

The list above should help you draft your initial communication.

Help me make this bulleted list of details the most useful tool possible for everyone who needs a little inspiration.

If you have suggestions to add to this list, please add them in the comments. If you would rather do so confidentially, you can find all of my contact information right here.

As always, I am closeby should you need help with your scenario and crisis planning, including communication I wrote about here today.

Nancy Myrland, Myrland Marketing & Social Media and LinkedIn Coach For LawyersNancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcastsvideo marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases.

If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here.

Please Visit My Coronavirus Communications Center

Coronavirus Communications Center for Law Firms with Nancy Myrland

In The Coronavirus Communications Center, You Will Find These Posts Related To Coronavirus (COVID-19)

Coronavirus COVID-19 and Law FirmsCoronavirus How Should Attorneys Use Social Media During This COVID-19 Crisis?Should Lawyers Be Selling Their Services During This Coronavirus (COVID-19) Crisis?

Coronavirus COVID-19 and Law Firms

How Will The Coronavirus (COVID-19) Impact Your Law Firm?

Nancy Myrland Coronavirus Communications Center, Crisis Management, Law Firms Leave a Comment

As the COVID-19 Virus begins to impact law firms and the legal profession, you might be wondering what to do next.

Lawyers From Two New York Law Firms Have Tested Positive For COVID-19

As of Sunday night, March 8, there have been reports of lawyers at two firms who have tested positive for the Coronavirus, COVID-19.

First, Lawrence Garbuz, partner with Lewis and Garbuz, tested positive. Per ABC7 in New York, his family and one of his neighbors are also infected. In the ABC7 article, his wife, Adina Garbuz, who is also a partner at the firm, indicated everyone at their firm has now been quarantined and is working remotely.

Also, an unnamed Quinn Emanuel partner has tested positive. The firm announced his illness Sunday and plans to close its New York office this week. Law.com reports that all lawyers and staff in the New York office of Quinn Emanuel are reported to be working remotely for the time being.

You Have Two ChoicesCoronavirus Crisis Communications 2 Choices

When a situation like the Coronavirus and COVID-19 are looming, you must ask two questions:

  1. Should you plan for an upheaval in your and your clients’ businesses?
  2. Should you sit back and wait for it to pass?

Coronavirus COVID-19 Is Unlike Any Other Crisis You’ve Experienced

It might make it easier to decide whether to follow #1 or #2 above by asking yourself these simple yet critical questions:

  • What is the worst possible thing that can happen if I choose #1? What about #2?
  • What are the advantages of choosing #1? How about #2?

Be Proactive 

I always advise my clients that proactively getting out in front of a situation by planning ahead for a potential crisis is the best approach.

At the very best, things will pass and you won’t need the solutions and messages you develop if you plan for this crisis. No harm done, right?

At the very worst, among other things, you are:

  • Caught off-guard with staff, clients, and media not knowing which direction to turn
  • Unsure how to continue business as usual
  • Unprepared to help minimize health risks, and
  • Confronted with inadequate resources that can help your lawyers, business professionals, and clients understand how to deal with the anxiety, fear, and panic they might experience.

Here’s Where You Should Start 

Allow me to provide a starting point for you and your firm so that you are better prepared for what appears to have already begun, which is the spread of a global disease that, at this time, has no vaccine.

Crisis Communications Begins With Scenario PlanningCoronavirus COVID19 Plan Ahead

Regarding crisis communications, I would start now before this crisis hits your firm.

Once testing for the virus ramps up, you might find you already have the virus at your firm.

Scenario planning is always the best precursor to effective community and public relations.

Here are some steps for you to follow:

  • Create a list of all of the what-if scenarios.
  • Who are all of the parties that we need to be worried about?
  • What if one of our lawyers tests positive?
  • What if one of our business professionals tests positive?
  • What if somebody in one of our global offices in a country that has been hit particularly hard tests positive?
  • What if any of our service providers test positive?
  • What if one of our clients tests positive?
  • What if one of our infected lawyers gives the virus to one of our clients before s/he was tested?
  • What if anyone in our firm feels s/he has symptoms?
  • What if any of our people are so concerned that they want to begin working remotely before we have officially rolled out our work-from-home policy?
  • Once you know all of the parties that you need and want to address communication to, which is the second bullet above, then sit down, whether in a war room with Post-it paper all over the walls, using one or more pages for each scenario and target audience, or on your computer at your desk, and brainstorm every message you would want each party to know. I would also make a list of the most expedient ways to communicate with each of these audiences. They will be different.
  • Not only do you need to define how to communicate, but you need to decide what you will do if any of the what-ifs happens.
  • I would also bring people from every part of your firm, let’s call it a task force, into a conversation right away to decide what it will take to most effectively work remotely. Ask them for every tool and every benefit that would make it necessary to continue to work as usual.
  • I would then create a plan for securing all of the supplies needed, including logistics and suppliers, so that you can act at a moment’s notice when you decide it is time to send someone home to work.

Keep Everyone In The Loop Starting Now

In the middle of all of this, if not before, I would message everyone in your firm to let them know this is the kind of planning and conversation you are having because their health is your number one priority. Include media in your markets because it is best to be open, honest, and inclusive. These are the times when those relationships become even more critical. I’ve prepared several details for you to include in that communication here in this post, “How Should You Communicate When Someone In Your Firm Tests Positive For Coronavirus (COVID-19?”

  • Invite everyone in your firm to respond or come talk to you or anyone else in a position of authority with suggestions and concerns.
  • Create channels to facilitate rapid and easy exchange of conversations like these.
  • I would also take into consideration that there is a lot of fear out there, so you might also think about making counselors available if people are feeling particularly anxious, vulnerable, and afraid about what is going on.
  • At this beginning stage, you might consider stocking your offices with gloves and hand sanitizer to help everyone do their part to keep this mysterious virus at arm’s length.

Don’t Forget Using Social and Digital Media To Discuss COVID-19 and Coronavirus

As part of the scenario planning discussed above, make sure you add external communication to your list of responsibilities. If you don’t, someone else might step up and tell your story, which you never want as you have no idea how it will come across, or if you will have to step up and protect those impacted. Awareness is heightened, so people will be watching you to see what you are doing.

Anti-Asian Discrimination Is Surfacing As Coronavirus Fears RiseCoronavirus COVID19 Crisis Planning Includes Everyone

I shouldn’t even have to talk about this because it is sad and unacceptable, but you need to be aware there are people in this world who are taking out the Coronavirus on Asians as if it is their fault.

Just tonight, I was incredulous as I watched a report of discrimination toward Asians in the US.

Reports such as this from KTVU2 in San Mateo County:

“We are seeing a global rise in anti Asian-American discrimination because of the virus,” said San Mateo County Supervisor David Canepa. KTVU reports “California Asian Americans have experienced 75 instances of documented hate, racism and discrimination.”

KATU2 in Portland, Oregon reports that the Multnomah County Health Department is warning people about discrimination, saying “It tells KATU News it received a number of calls from people concerned that people of Asian heritage could pass on the virus even if they aren’t sick. The health department stresses that this isn’t true, but Asian restaurants say they are feeling the impacts.”

I could link to story after story, including bullying of Asian children in school, but I think the point has been made.

Be aware that you might have people in your firm who are the objects of this type of heinous behavior and discrimination. Make sure you have conversations to address this early and often as it will not go away until every last Coronavirus germ is eradicated, and probably not even then as there are people in this world who seem to feed off of misinformation and hatred. Do whatever you can to protect your people.

There Is No Blueprint For Times Like These

Times like these amplify just about everything. Concerns are completely valid when it comes to our health, family, and lives.

Nothing is normal.

Nothing is tried and true.

There is no black and white blueprint, so furthering the discussion is critical.

The most important message I want you to glean from this post is to start now. Don’t wait.

You will find you are much better prepared for what comes your way, both now with this unpredictable Coronavirus, COVID-19, and also for every other crisis in your firm’s future.

Please let me know if you have any thoughts or questions.

As always, I am closeby should you need help with your scenario and crisis planning.

Nancy Myrland, Myrland Marketing & Social Media and LinkedIn Coach For LawyersNancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcastsvideo marketing, voice marketing, flash briefings, and livestreaming. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases.

If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here.

Please Visit My Coronavirus Communications Center

Coronavirus Communications Center for Law Firms with Nancy Myrland

In The Coronavirus Communications Center, You Will Find These Posts Related To Coronavirus (COVID-19)

Should Lawyers Be Selling Their Services During This Coronavirus (COVID-19) Crisis?

Coronavirus How Should Attorneys Use Social Media During This COVID-19 Crisis?How Should You Communicate When Someone In Your Firm Tests Positive For Coronavirus (COVID-19)

Do You Spend As Much Time On Your Clients As You Do On Your New Logo or Website?

Nancy Myrland All Posts, Branding, Client Service and Retention Leave a Comment

Do You Spend As Much Time On Your Clients As Your New Logo or Website

Sometimes we spend an enormous amount of time working on new logos, websites, and letterhead.

We fret over:

  • Whose name should go first on the letterhead?
  • Which shade of blue is right?
  • Should we use an ampersand or the word and?
  • What are the right graphics for every page of our website?
  • Should we build microsites?
  • Should we have video on our homepage?
  • How about videos on our attorneys’ bio pages? (yes)

Then we really have fun with these questions:

  • What size offices we should have at our firms?
  • Who gets to sit in which size offices?
  • Should we have offices at all, or should we try that (not so) newfangled open concept everyone is talking about?
  • What should our building look like?
  • What kind of artwork should we put inside our offices?

Some of these efforts take months, if not years, don’t they? I know they did when I was in-house. Some of them cost tens and hundreds of thousands of dollars.

How Much Do You Spend On Your Client Experience?

All of those decisions are important, but how often do you deliberately and methodically sit down and fret just as much over what your clients really care about?

All of those things I mentioned above certainly contribute to building your overall brand, and yes, you must do them, but do you spend that same amount of time every year on discovering what your clients really care about, which is how you solve their problems, and how you help them avoid those problems in the first place?

Do you spend time researching and discussing how your firm and your lawyers make your clients feel when you do business together tackling those problems? Do you ever ask them what it would take to keep them for the long haul?

Does working with you make them feel happy, frustrated, relieved, skeptical, confident, angry, comforted, fed up, nurtured, positive, or some combination of all of these? Do you know which of these emotions they would love to feel as a result of working with you, or are you just guessing?

Clients Care About User Experience

Even though this might not be a term clients use, they care about their user experience when dealing with you, your colleagues, and everyone in your firm. That experience determines how you are making them feel, which is why they need you in the first place.

Not only is there a situation that is causing them to seek legal advice, but there is always a feeling behind that situation that is driving their actions.

Your Challenge Is To Fret Over User ExperienceClient Experience with Nancy Myrland

I challenge you to think about client experience and what your clients really care about, and what is on their minds night and day. I’ll give you a to-do list in a moment to make this easier.

Once you are confident you have a grasp of all of that information, make sure the solutions you provide and the manner in which every single person in your firm interacts with your clients addresses their concerns, both expressed and those kept deep inside that are difficult for them to talk about.

Client Experience Is More Important Than Your Beautiful Office

The experience clients have with you is infinitely more important than the trappings that you surround yourself with every day. Again, I am not suggesting you shouldn’t worry about those things because you absolutely should. They contribute to your overall brand, which has impact inside and outside of the firm and contributes to the position you hold in your clients’ and prospects’ minds, which is called positioning.

What I am suggesting is that all of this must blend together to make sure you are answering the needs and the experience your clients and potential clients have when they come in contact with you.

What Should You Do Next?

Research and discover the answers to these questions:

  • How do your clients feel when they are searching for your help?
  • How are you making your clients feel when they interact with every person in your firm?
  • How are you listening?
  • How are you approaching the way you do business with them?
  • How are you minimizing their fears and oftentimes their feelings of inadequacy because of the misinformation and the firehose of opinions that come from a variety of sources?
  • What would cause them to say “wow” at different stages of your matter and your relationship?

Once you know the answers to these questions, and more, create a plan that lays out exactly how you can and will address their thoughts and experience.

Everyone In The Firm Is Responsible For Client Experience

Make sure you include legal and business professionals from every nook and cranny of your firm because this will result in a more informed plan.

I’d then like for you to make sure every person in the firm understands and receives training on how to deliver the stellar client experience you have come up with in your plan. Don’t assume people hear your new message and understand how it impacts them, or that they are equipped to deliver this new level of service. Sometimes they need a little help and guidance.

Also, don’t assume that delivering this message once to everyone in the firm will suffice. Just as with any training on any tool you have, your professionals, both legal and business, need to see and hear your message and your plan often. They need to be reminded how and why this is important to your firm, but even more important, they need to be reminded how and why this is important to your clients.

Take The TimeTake The Time & Be The One by Nancy Myrland

One of my mantras is take the time.

Take the time to work through a process that defines how you and your firm are going to deliver an amazing client experience that is as thoughtful, if not ten times more so, than the amount of time your spend on working on your new logo, your new artwork, your company party, your new custom imprinted item for your United Way campaign, what brand of coffee or water you serve in your office, what food you are going to serve at your next reception, and on and on.

Be The One

You will also hear me beat the drum to be the one. Be the one to figure out how to define and deliver an amazing client experience that leaves your clients thinking they are lucky to work with you, one that causes them to say “wow” even if results don’t go in their favor.

Be the one that cares about doing the research and asking the questions that will help figure out what experience will make your clients and potential clients feel happiest and safest, or whatever emotions you have uncovered in the research I outlined above.

Then I want you to incorporate answers to all of those questions in every single thing you do every day. If you don’t, then what is to keep them from going down the street to someone who will deliver the client experience they want, need, and deserve?

Yes, take the time and be the one. Your clients will thank you.

Nancy Myrland, Myrland Marketing & Social Media and LinkedIn Coach For LawyersNancy Myrland is a Marketing, Business Development, Content, Social & Digital Media Speaker, Trainer & Advisor, helping lawyers and legal marketers grow by integrating all marketing disciplines in order to maximize business development efforts to grow their practices. Known as the LinkedIn Coach For Lawyers, she is a frequent LinkedIn, Twitter, and Facebook for Business trainer, as well as a content marketing specialist. She helps lawyers, law firms, and legal marketers learn and implement marketing and business development efforts that are more relevant to their current and potential clients. She also helps lead law firms through their online social media strategy when dealing with high-stakes, visible cases. As an early and constant adopter of social and digital media and technology, she also helps firms with blogging, podcasts, video marketing, voice marketing, flash briefings, and livestreaming.

If you would like to reserve an hour of Nancy’s time to begin talking strategy or think through an issue you are having, you can do that here.

You Might Also Enjoy This Related Reading

Lawyers, Are You Winning The Positoning BattleLawyers, Does It Really Matter What Other Law Firms Do?