CLEO offers live chat assistance on the Your Legal Rights website

Posted
October 11, 2016

As of October 11, 2016 CLEO is piloting the integration of limited daily hours of live chat assistance that will guide users of the Your Legal Rights (YLR) website towards online content and/or service listings that are relevant to their legal question or problem.

In “Connecting Across Language and Distance: Linguistic and Rural Access to Legal Information and Services Report”, Karen Cohl and George Thomson, asked legal organizations, public legal education providers, front‐line clinic lawyers, immigrant settlement workers, disability organizations, and other stakeholders in Ontario about the areas of law where there is the greatest demand for information and services.

In their report, Cohl and Thomson observed that: “Public legal information on websites can benefit people who need basic legal information, regardless of where they live. However, as we heard in our consultations, individuals often need help to navigate websites and understand online legal information.”

In early 2016 CLEO began working with a researcher to look at models of live help or in-time “Ask a Librarian” services for Your Legal Rights. This work included interviews with legal information providing organizations in the U.S. and Canada, technical assessments, pricing and staffing models.

CLEO has selected and customized our live chat tool and have scheduled a 5-6 week period of limited daily hours of live chat support on Your Legal Rights commencing in October 2016.

After evaluation and assessment, we will introduce a similar service on the new Steps to Justice Website to be publicly launched in the fall of 2016.