Accessibility and Responsiveness
Gibbons has implemented numerous policies related to attorney responsiveness and accessibility to clients. All attorneys and professional staff are supplied with smartphones to enable instant and continuous client communications; we have an email policy that requires our attorneys to respond to any client email within two hours. Our return call policy is similarly two hours, and both of these policies are monitored through client feedback. The firm’s client extranet, described below, adds another level of efficiency and allows a more robust exchange of information to electronic collaboration. With regard to attorney work product, our standard is to give 48-hour lead time on drafts.

Partnering and Adding Value
Every matter is an opportunity for partnership between Gibbons and our client. Gibbons attorneys operate under a practice group management structure. Responsive communications are ensured through the client service team structure implemented at the start of any engagement, with Practice Group Leaders and client relationship partners overseeing the work of the attorneys assigned to the matter. Practice Group Leaders, working with client relationship partners, are responsible for the management of group activities and workload, including key client relations, fees and billings, matter management, associate training, and staffing of cases. Fees and billings are reviewed to ensure that, for example, excessive time is not spent on a specific task; when needed, group leaders will suggest measures to increase efficiencies, whether through training or transferring an attorney to another project. All matters are analyzed in order to create better systems for handling routine tasks, which allows for greater efficiencies. In addition, Practice Group Leaders create staffing models for cases that utilize existing skills of the group members in order to minimize start-up and training time on each matter. 
The Gibbons Knowledge Management team uses a combination of external resources and proprietary technologies for “just in time” delivery of crucial information to our attorneys and clients. For example, we use our Gibbons kmAlerts System and other resources to actively monitor news, case law, business and legal issues, industries, and docket events, which allows our attorneys proactively inform clients of important developments that impact their businesses. The kmAlerts System is automated and incurs no cost to clients; it is designed to capitalize on efficiency while providing our attorneys a comprehensive, current picture of our clients’ business situations. Gibbons also gives our attorneys weekly access to LexisNexis and Westlaw training sessions that help them stay abreast of the most up-to-date legal research tools and new product features, enhancing the legal research process and enabling us to communicate the research results more comprehensively, clearly, and cost-effectively.

Our firm has also made a substantial investment and deployed a proprietary knowledge base that allows us to substantially reduce the learning curve for associates working on firm matters. Gibbons Total Search provides the firm with a sustainable competitive advantage by allowing us to leverage a comprehensive knowledge base of all firm work product. This results in technological economies of scale that translates into savings to our clients. This knowledge base includes the byproduct of our extensive experience and enables our lawyers to cost-effectively compare advantageous options based on prior successful transactions.
Gibbons can provide complimentary, on-site CLE training sessions to the in-house counsel at your company, which, in addition to saving you professional development costs, result in greater productivity by maximizing in-house knowledge of emerging laws. Other custom programs can address non-attorney professional, supervisory, and general staff. In addition, the firm invites clients, at no cost, to numerous seminars and programs on a variety of legal topics at several Gibbons locations throughout the year; these programs are also eligible for CLE credits.

Gibbons publishes numerous practice-specific client newsletters, ranging from immediate-turnaround updates alerting clients to legislative, judicial, or marketplace developments that impact their businesses, to more comprehensive legal analyses of critical issues and legal decisions. Our practice area blogs are online resources designed to provide practical perspectives on developing legal and business news, analysis, and discussion to in-house lawyers and business professionals. Their content focuses on the most critical legal issues impacting business today, distilling an extraordinary amount of available information to introduce the news and topics most useful to the audience; providing links to key external resources; adding Gibbons attorneys’ unique perspectives and seasoned insight, based on legal and business experience; and initiating in-depth discussions among readers. To read or subscribe to Gibbons blogs, please visit:

Gibbons attorneys maintain strong media relationships with print and broadcast professionals covering the legal industry and business landscapes in our target markets, raising the firm’s profile and connecting with the broader business community. For example, several have appeared on public television business news series and business radio programs that reach up to ten million households throughout the region. We also write articles and provide commentary for a huge array of the local and national legal, business, industry, and general news publications that our clients read.
To ensure responsive communication and enable collaboration, Gibbons can offer clients access to online data rooms and/or custom client extranets. These provide secure, web-based access to pleadings, briefs and other documents, threaded discussions, critical deadlines, and additional materials, as well as our litigation support tools, from anywhere in the world. As they do for key clients of the firm, our Information Technology, Litigation Support, and Knowledge Management teams are prepared to train on any number of client-chosen systems, again at no cost to the client. The firm has created a detailed online survey for use after matters that ties into the technology and sharing capabilities of our extranet system. In addition to serving as an important collaboration tool, the extranet is a means to follow up after a matter’s completion and formally capture feedback from the matter that can be applied to future projects. The after-matter review also provides the opportunity to exchange with the client insight on best practices we have learned in the course of matter. All after-matter reviews are analyzed among corresponding client service teams.
Gibbons always seeks to strengthen relationships with key clients and, to encourage ongoing, mutually beneficial relationships and economies of scale, is pleased to offer year over year cost saving and productivity initiatives, as well as volume-based discounts. For example, if the firm becomes engaged with a client in matters that extend beyond the initial assignment, or for a period of time not anticipated at the engagement’s outset, Gibbons would offer additional hourly rate discounts off annual billing for the extended period, or volume discounts off hourly rates, which are raised proportionately, with savings increasing along with volume of work. These discounts would apply even if a client were initially offered a “most favored client” rate at the beginning of the relationship. In addition, a longer engagement inherently results in efficiencies, reducing due diligence time and expanding our institutional knowledge of the client’s business. Year over year savings and productivity initiatives might also include, for example, the eventual implementation of an appropriate alternative fee arrangement after the initial period of engagement or the packaging of certain services.
Discovery in litigation matters has undergone revolutionary change in recent years. With the explosion of technology and massive growth of electronically stored information (ESI), discovery in larger litigation matters can now require attorneys to manage and assess hundreds of thousands of documents. This trend will only continue. The emergence of ESI presents numerous challenges as attorneys must now counsel clients on how to preserve and collect the wealth of relevant information in a particular litigation matter. Attorneys are then confronted with analyzing ever larger amounts of data to determine which information is relevant to the case at hand, which requires significant labor and can come at staggering costs.