This post was written by Mike Carlson, reference attorney advisor at Thomson Reuters I’m very excited to be attending the American Bar Association (ABA) Techshow next week in Chicago. The Techshow is a great time for me to receive feedback, discuss product ideas and updates to Westlaw, and other legal solutions. So often, it’s …
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Mike Carlson
Lessons learned at AALL
This post was written by Mike Carlson, reference attorney at Thomson Reuters Reference attorneys have always had a strong affinity with law librarians. Our jobs are similar. We respond to a maddeningly diverse set of research requests and, as the legal market changes, so do our responsibilities. Now, we find ourselves taking on more responsibilities …
From the floor at AALL: Practice technology for academics
This post was written by Mike Carlson, reference attorney at Thomson Reuters Reference attorneys are among the folks participating in this year’s American Association of Law Libraries (AALL) conference. At the end of the first day on Sunday, we chatted about some trends we noticed working the trade show floor. One clear trend was the …
Thomson Reuters uses social media to engage in customer support initiatives
Two years ago, an innovative customer service strategy began to emerge at Thomson Reuters that would eventually evolve into the company’s Customer Experience Operations’ use of Twitter to find and respond to customer complaints. The project began in 2010 with the Reference Attorney Summer Associate Blog, which was targeted toward summer associates at law firms. …
