Real-estate practitioners should be sure to read a trio of recent decisions on 1) the duty of title insurers, 2) the content of mortgage documents, and 3) the recording of deeds and mortgages. Read summaries of all three in the September Illinois Bar Journal.

Asked and AnsweredBy John W. Olmstead, MBA, Ph.D, CMCQ. I am managing partner with a 12 attorney general practice firm in St. Louis. As part of our marketing program we recently completed an informal client survey and were surprised at some of the feedback. The feedback was less positive than expected. Our clients advised us that our services took longer than expected and fees were also higher than expected. We work hard for our clients and I don't see how we can improve turnaround or reduce legal fees. I would appreciate any thoughts that you have.A. Based upon client satisfaction surveys (telephone interviews) that we do for law firms we find that one of the biggest problems is that the attorneys are doing a poor job of managing client expectations. Your clients get frustrated when you promise one thing (timeline or fees) and the result is very different - especially when the work takes longer than promised or the fees are higher. Even though you don't structure it as a promise your clients take it that way. The key is to under promise and over deliver. I suspect that upon the initial client meeting you are under estimating the timeline and low balling the fee range. Reduce the promise - increase the - timeline and fee range and then shoot to deliver under that range. This will do wonders for improving the client relationship.Click here for our blog on client service Click here for our article on the topic

E-mail is a persistent and annoying issue in every lawyer's professional and personal life. To help lawyers manage e-mail, Jim Callaway, the Director of Oklahoma Bar Association's Management Assistance Program, has posted EMail Issues for Lawyers Today. In it, he explores the ethical ramifications, security risks, benefits, and best practices associated with using web based e-mail services such as GMail and Outlook.com. He also gives advice about guarding against security breaches from the client's e-mail service; and considers the potential of insisting that clients set up a new e-mail account dedicated exclusively to communication between the client and lawyer. In addition, he reviews the current debate about encrypting e-mail. Finally, he suggests making up false answers to security questions in 2 step verification systems and the use of password managers.Along the same lines, Kashmir Hill  at Forbes Magazine posted, 10 Incredibly Simple Things You Should be Doing to Protect Your Privacy. It includes such basic security tips as password protecting your mobile devices, such as your smart phone, iPad, and other tablets. She also suggests creating a Google Alerts with your name, being careful about giving out your email address and identifying information in public, encrypting your computer, clearing out your browsing history, and turning on 2 step verification in Gmail.

Now Approved as a 40 Hour Mediation Training Program of the Cook County Law DivisionMediation is designed to resolve differences both in and out of the courts. It requires a very different mindset than courtroom litigation. Join us in Chicago on September 10th for this week-long mediation training and learn how to resolve conflicts in a non-adversarial, non-confrontational manner, allowing peaceful resolutions between parties.The program is taught by Richard Calkins and Fred Lane—two nationally recognized mediators, authors and educators. Until 20 years ago, both Mr. Calkins and Mr. Lane were well-known and highly regarded litigators. Since then, however, they have successfully mediated over 5,000 cases.The program qualifies for 40.0 hours MCLE credit, including 40.0 hour Professional Responsibility MCLE credit (PMCLE subject to approval).Click here for more information and to register.