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G6.6. Enhancing systems for delivering information and assistance.
| 174. | A major difficulty with many of the initiatives mentioned above is their labour-intensive (and so costly) character. As Lord Woolf puts it :- |
| "Procedural and other advice to litigants is at present provided on a one to one basis. This imposes heavy time demands on court staff and advisers alike. It also requires considerable expertise to be effective. A growth in litigants in person will increase the burden on all potential givers of advice." (Note 132) | ||
| 175. | Recent developments have sought to achieve savings by the application of information technology to the delivery of information and advice to litigants. |
| 175.1 | Websites, video tapes and pre-recorded telephone tapes answer "frequently asked questions" in relation to topics such as - how to make a small claim; eligibility for legal aid; how to get advice; how to find and instruct a solicitor; how to commence proceedings; what the main court forms are and how to fill them in; what the main procedures are; and the cost of proceedings. |
| 175.2 | "Law shops" have been set up where advice can be obtained, advisory videos can be watched and reference books, leaflets, court forms, word-processing equipment, faxes, photocopiers and so forth are made available. (Note 133) |
| 175.3 | In some jurisdictions, the use of "electronic kiosks" has proved popular. Lord Woolf describes them as follows :- |
| "One possibility is self service legal 'kiosks', pioneered in California, and used across the United States, in Australia and in Singapore. These kiosks are located in or near court buildings and provide the public with user friendly, multi-media and touch screen information about legal and court practice as well as certain limited issues of law. The user enters information through a simple keyboard or by touching appropriate parts of the screen itself and is guided through legal issues by a mixture of video recordings, colour screens and recorded voice. In the United States, this technology guides users in the completion of forms for small claims and filing for divorce. It also offers information about matters such as how the courts work, alternative dispute resolution and landlord and tenant law. | ||
| As people become more comfortable with using technology, kiosk systems (or their equivalent) could be used to provide preliminary guidance and help to those who might otherwise be reluctant or unable to instruct lawyers." (Note 134) | ||
| 175.4 | Indeed, interactive internet access to such "kiosk-type" information using personal computers can be established to provide at least the initial advice needed by unrepresented litigants. |
Notes
| 132 | WIR p 123, §20. <back> |
| 133 | Lord Woolf referred to the Law Shop in Bristol as an example. <back> |
| 134 | WIR p 87, §§20-21. <back> |
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