Blog Category: Court Reporting

Customer service can make or break a relationship with a vendor. No matter how good the product, if the service is sub-par, it makes each interaction with that company a miserable experience you do not want to repeat. For a busy paralegal managing a myriad of details in a jam-packed schedule of high-profile cases, a court reporting agency with superior customer service throughout the case is critical. Frankly, you should never settle for poor customer service. In fact, even mediocre customer service should not be the norm. White glove service does exist, and when you find it, you will never again settle for less. Here are five signs you have found this top tier service.

The First Sign – The Consummate Professional. Let’s say you call to schedule a deposition in a big case, with lots of exhibits, realtime, expedites, and the like. You hope the scheduling coordinator sounds interested in what you have to say and confident they can help you with all the moving parts your case entails. You want a person who listens to what you require for the deposition, asks intelligent, pertinent questions to clarify those needs, and sounds like a together, organized individual who takes his or her job seriously. You want someone like you! You deserve that.

The Second Sign – Like Patience on a Monument. Litigation can be a whirlwind of change. Schedules change often. Exhibits get switched out at the last minute, necessitating rapid downloads of voluminous exhibits, frequently sensitive documents at that, to be gotten to the technician for handling/marking in the deposition. Patience is a virtue everyone in your court reporting agency must practice every minute they are working. You see that patience reflected in their ability to be flexible, cancelling and rescheduling depositions seamlessly and cheerfully. You see it any time a standing order must be modified. You’ll be reminded just how professional they are! They have seen it all, and they get it and can roll with it.

The Third Sign – White glove service means you always come first. You are the priority. The world revolves around you and your case. Your relationship is highly valued. You get the idea. This company has a “people first” attitude. When you call, they listen. They understand what you need because they hear what you’re saying, and they’re professionals as we’ve already established. They will ask questions to better understand any sensitive requests, for example, a highly confidential matter or particularly cost-conscious client. They will demonstrate creativity to accommodate special requests, as they are not bogged down by procedure and can focus on making it happen for you, their valued client. There is no problem, potential or real, that when you present it to them, they don’t have or won’t find a working solution.

The Fourth Sign – A sense of urgency. This one is simple, but crucial. White glove service is possible only if your court reporting agency possesses a sense of urgency. It’s important to your case? It’s critical to them. Vital information is communicated to your team so that no details or schedule switches are missed, and everyone is on time and prepared for the proceeding. This sense of urgency is demonstrated by everyone with whom you interact, from your account executive to the scheduling coordinator(s), reporter(s), all the way to billing. This also serves as another reminder of that professionalism, to say nothing of efficiency.

The Fifth Sign – They Consistently Deliver. Customer service counts for nothing if, at the end of the day, you are not satisfied with the results delivered to you. Can you rely on the agency to come through every time? Roughs must be timely and clean, expedites must be prompt, exhibits handled flawlessly no matter how numerous and voluminous. Legal video must be usable, synced to the transcript if requested, and delivered when promised or sooner. The white glove court reporting agency delivers confidence. They earn your trust as you become secure in their ability to listen to and understand your requirements and concerns, communicate those to the team, and deliver what you need, even consistently surpassing your expectations. White glove service doesn’t just make you happy. It gets you results! The people who provide you with the gold standard customer service are the people who make it happen.

The quality of customer service speaks volumes about an agency. Not every agency is equipped to provide the gold standard. For example, the company that is not stuck on rigid policies and procedures allows your representative to think outside the box and come up with a creative solution to impress you and get the job done! An emphasis on teamwork keeps everything on schedule, with your case management team supporting each other around the clock. Similarly, when all departments routinely and seamlessly communicate with one another, they keep the process moving and organized so you meet your deadlines, supplied with everything you need from your court reporting agency.

Planet Depos has been providing white glove service for over a decade, going the extra mile time and again to continually make it happen for their clients. This dedication to service, coupled with their advanced technological skill, has set them apart in court reporting, particularly during the challenges of 2020. To experience white glove service for yourself, contact schedulenow@planetdepos.com, or schedule online.

Do you have a remote deposition or hearing coming up with Planet Depos and are unsure how the process will work? Do you want to find out more about what Planet Depos offers? Perhaps you have sat in on a demo previously, but it’s been a while – there have been some upgrades! Planet Depos’ Tech Support can provide you with a remote demonstration and/or connectivity test with Zoom or WebEx.

During the interactive demonstration, which typically takes about 20 minutes, we cover what to expect on a remote deposition with Planet Depos, including:

• How we share and mark exhibits
• How we pass remote control to participants to annotate or highlight key parts of an exhibit
• Role of a Remote Technician for troubleshooting, displaying, marking, and sharing of exhibits
• Cover key features of a Zoom or WebEx session such as file transfer, screen sharing and breakout rooms
• How witnesses are pinned and will appear on the recorded video (if you have a Videographer)

The technician will also:

• Test your audio and video
• Cover the key services Planet Depos offers, Remote Technician, Digital Court Reporter and Videographer
• Answer questions you may have

We can also customize the session based on what information you are looking for.

The interactive demonstration is also the time to test all participants’ microphones, web cameras, and each parties’ internet speed and connection to the Zoom or WebEx session. This is your opportunity to troubleshoot common issues in advance of your remote proceeding, ensuring no hiccups during your remote deposition. The most common issues that Tech Support sees and assists with are:

• Poor internet which can result in bad audio or video:

This could be because you are on a weak or slow wireless (WiFi) network. It is recommended that whenever possible use a wired Ethernet connection. If you must use WiFi, stay as close to the wireless router as possible. Make sure to have at least a 3-5 Mbps download speed connection. The higher the speed, the better experience.

• Problems getting the webcam to be recognized by Zoom or WebEx:

There are several factors that could result in Zoom or WebEx not being able to recognize and connect your webcam. The most common is that you did not specify your webcam, or you have video disabled in the video conferencing application. Note, that for Zoom or WebEx to detect and use your webcam, it must be detected by your computer. Most external webcams are automatically detected by your computer. If it is not, refer to your webcam instructions or contact the manufacturer.

Here are instructions to enable and specify your webcam.
In Zoom:

• • To enable, click Start Video in the lower left corner
  • To specify, click ^ to the right of Start Video and select your webcam

In WebEx:

• • To enable: click Start Video in the middle of the WebEx window
  • To specify: click ˅ to the right of Start Video and select your webcam

• Problems getting the microphone to be recognized by Zoom or WebEx:

The issue of microphones not being recognized by Zoom or WebEx is similar to the problem with webcams. The most common reason is the wrong microphone was selected or it is muted. Note that for Zoom or WebEx to detect and use your microphone, it must be detected by your computer. If you are using an external webcam, many have a microphone built in. You can select the webcam as your microphone. Similarly, many laptops have a built-in microphone. Most external microphones are automatically detected by your computer. If it is not, refer to your microphone’s instructions or contact the manufacturer.

To unmute and specify your microphone –

In Zoom:

• • To enable: click Unmute in the lower left corner.
  • To specify: click ^ to the right of Mute and select your microphone. Many external webcams have a built-in microphone so you will need to select your webcam as the microphone option.

In WebEx:

• • To enable: click Unmute in the middle of the WebEx window.
  • To specify: click ˅ to the right of Mute and select your microphone. Many external webcams have a built-in microphone so you will need to select your webcam as the microphone option.

• Camera position and lighting problems:

The best location for the webcam is straight on at eye level. It can also be slightly above you, pointing downward. Position yourself so you are in the middle of the video frame.

For lighting, make sure that you are sitting in a nicely lit room. If you can, sit facing a window. Natural light works best over artificial light. Make sure that the light source is in front of you and not behind, to avoid being silhouetted or causing glare on screen.

• Using the web browser to join rather than the computer application:

Even though the web browser client allows you to join a Zoom or WebEx proceeding without having to download or install any software, it does have its limitations. For instance, you will need to tell the browser to allow it to use your microphone and webcam. If you miss that pop-up, you will not be able to have your microphone and webcam available. For a better experience, we recommend you download and install the computer Zoom or WebEx computer software prior to the start of the proceeding.

All remote attendees can and should schedule a remote test session with Tech Support prior to your scheduled session. Simply e-mail Tech Support or your Planet Depos account executive and we will set up a date and time.

Take a look at Planet Depos’ quick YouTube video on how we handle remote depositions for both Zoom and WebEx.

Planet Depos has been covering depositions for more than a decade. For more information on all things deposition and court reporting, check out our blog page. To schedule your next proceeding, contact Planet Depos at schedulenow@planetdepos.com, or schedule online.

Planet Depos conducted a survey over the summer of 2021 to gain more insight into law firms’ attitudes toward remote depositions. Most depositions since March 2020 have been conducted via remote technology, so attorneys are more than familiar with the medium at this stage. Respondents were asked specific questions and given the opportunity to list aspects of remote or in-person depositions which most influenced their opinions for or against that means.

New Perspective – Nearly two thirds of those surveyed (59%) said their perspective on remote depositions has changed. The pandemic and resulting increase in virtual communication made them reconsider remote depositions, with 61% stating they took into consideration the potential benefits remote depositions pass on to clients. These benefits include convenience, and cost and time savings. For example, close to three quarters of respondents (71%) said prior to COVID, they spent up to $20,000 a year on deposition travel. For a third, travel ranked as the second largest deposition expense, after transcript costs. Remote depositions made a big difference in their budgets! Going forward, most attorneys prefer a combination of in-person and remote depos:

Free-Form Considerations – Respondents, when given the opportunity to list pros/cons to remote vs. in-person depositions, provided a thoughtful list.

Those favoring remote depositions emphasized the convenience for all involved. Remote depositions prove to be the best solution for participants with safety concerns amidst the COVID pandemic. Those with elderly clients or clients with serious health issues especially appreciated being able to conduct depositions without jeopardizing their clients’ well-being. Cost and time savings were again mentioned as a primary reason to prefer remote depositions.

Respondents preferring in-person depositions argued that technology can be tricky for older or less technologically savvy clients, making in-person depositions simpler for all parties. It is not uncommon to have clients who cannot access the necessary technology at home, or clients who have but cannot use the technology. Similar concerns were raised regarding the ability to focus on legal terms in a remote deposition, reasoning that it is much easier to focus in an in-person setting. The mechanics of being able to hand the witness a document to physically review was also preferred to sharing a digital exhibit on a screen.

Take-Aways – Attorneys appreciate the benefits of cost and time-savings remote depositions offer them and their clients, and many clients appreciate those advantages as well. There are two sides to every coin, and the long and short of it is that remote depositions are here to stay, and in-person depositions will stick around as well, though remote depositions will be the backbone of discovery for the foreseeable future.

With law firms and their clients growing more comfortable with remote technology, and that technology advancing rapidly, court reporting services are available to enhance the remote deposition. These services make the remote deposition as near to in-person as is possible.

For example, a firm could schedule a certified realtime reporter to provide a near-instant verbatim record, available for streaming to attorneys and their teams. A realtime feed benefits those who find it more difficult to follow a remote deposition. Realtime makes it easy to instantly flag testimony for follow-up, saves time with fewer readbacks by the reporter, and is immensely helpful to an interpreter if applicable. Realtime reporters are in high demand, so attorneys wishing to include this invaluable service should secure a realtime reporter as soon as they schedule.

To up the in-person feel of the remote deposition, schedule a technician. The technician monitors the connection throughout the proceeding, keeping all parties continuously connected. More than that, this skilled professional troubleshoots any issues a connecting party may have, and can handle exhibits, sharing and marking them as a reporter would for an in-person deposition. For anyone with a client who is nervous about a remote deposition, the technician will be a huge help.

Digital exhibits and a secure sharing system simplify the whole exhibit question in remote depositions. Talk to your court reporting agency about a cloud-based service to confidently share exhibits with ease and airtight security. Files should be protected with up to AES 256-bit encryption both in transit and at rest, protecting even highly confidential documents. Files should be accessible to cleared parties from any device. The system makes storage and management of exhibits a snap!

Planet Depos has been covering in-person and remote depositions all over the world for more than a decade. For more helpful tips, check out the Planet Depos blog. To schedule your next proceeding, contact Planet Depos at schedulenow@planetdepos.com, or schedule online.

Large cases involve many moving parts – tight deadlines, fast-paced and ever-evolving schedules, seas of exhibits, rosters of witnesses, etc., etc. Paralegals don’t wear capes, but every good attorney knows they have superhero-worthy organization, time management and delegating skills, to name a few. Every good paralegal knows partnering with the right court reporting agency makes managing the moving parts in an intricate case a much more streamlined process. So, what does that court reporting agency look like? You’re about to see.

Experience Matters

You do not want a novice on this case. If your large matter is Intellectual Property, you want names of IP cases the agency has covered so you know they’ve played in the league before. Look at agencies with rich case history, for example, ITC matters, IP, Big Pharma, PTAB, multidistrict and multiparty. You’re looking for evidence that this firm is well versed in large cases, and you want to see that firms go back to them again and again for their work. Check out what other law firms have to say regarding professionalism, flexibility, and expertise.

On-Point Pricing

Complex matters are expensive, and there is no way around that fact. But that doesn’t mean your client wants to go carte blanche on court reporting costs. You should be able to speak with a dedicated account executive about your and your client’s needs and expectations. They should then be able to provide you with pricing that is reasonable to you and your client because it is easy to understand.

Exhibit Management

Exhibits are a powerful component in a large case matter, but they can be a headache when they are many and voluminous! Your court reporting agency should be able to provide solutions to the exhibit storage and organization issue. Ideally you want to see a comprehensive tool for limitless secure storage of all case exhibits throughout the duration of the case. It should allow for easy and efficient collaboration, while maintaining tight security with AES 256-bit encryption. You should be able to maintain control of your exhibits in the repository, controlling who can upload, access, and view them, as well as who can send documents via secure links.

Realtime Reporting

Realtime court reporting is cool technology paired with awe-inducing skill. In a complex matter, with all those shifting schedules and rigid deadlines, realtime is a required service for the time it saves. Not all court reporters provide realtime, so make sure the agency you partner with has court reporters who are seasoned realtime professionals. You want highly accurate realtime translation in the deposition room and the flawless finals these realtime reporters can provide.

International Presence

Complex matters can see your team travel the world, so you need a team that knows all the rules and regulations wherever your case will take you. Look for an agency with international presence, i.e., experience, offices, and court reporters, videographers, and interpreters all over the globe. This is the firm with travel tips, as well as time and money-saving tips. They can guide you on everything from language to include in your court order to visa requirements to getting through security at the U.S. Embassy in Tokyo. In addition to invaluable advice on international depositions, this firm has enough teams everywhere to seriously slash travel costs. It is no coincidence that these are teams with a wealth of experience in large, complex matters.

Dedicated Case Management

Complex matters require efficient coordination between your reporting agency and your team. From the moment you partner with the reporting agency, a whole crew of case management experts should be lined up to take care of every detail. This team needs to be available literally around the clock, so no scheduling detail is overlooked, no standing order item (or change!) is missed, and the response time and live support is there when you need it. Your dedicated case manager works closely with your firm and your account executive to guarantee your expectations are exceeded at every opportunity.

Planet Depos has developed large casework expertise through years of experience, with best-in-class court reporting, cutting-edge technology, and an ability to adapt on the fly with the thrill-a-minute schedules complex litigation entails. With a global network of court reporting professionals, Planet Depos is poised to provide first-rate coverage, wherever your matter takes you, either in person, or via secure remote technology. For more information or to schedule, contact Planet Depos at schedulenow@planetdepos.com, or schedule online.

Court reporters are the undisputed “keepers of the record.” Their impartiality is one of the three legs upon which the American justice system stands. Knowing what to do and when to do it in order to maintain that stature is critical to the stability of the legal system.

We compiled a few of the more common scenarios that our court reporters face in their everyday work. The actions they take either ensure or jeopardize their neutrality and integrity in conformance with NCRA’s Code of Professional Ethics (COPE).

Scenario 1: Non-Verbal Witness Responses

Often court reporters will come up against this one. Witnesses, while usually directed by their attorney otherwise, like to respond with head nods, gesturing, or other non-verbal responses.

It is not the court reporter’s role to serve as an interpreter as to the witness’s intended response.  Likewise, it is not their role to prompt the witness to give a verbal response.   In fact, it is the role of the lawyer(s) to prompt a verbal response from the witness.  If the lawyer does not prompt the witness, the reporter is obligated to indicate in the record “No verbal response.”

COPE Advisory Opinion 31 supports this behavior, indicating “When a reporter is intentionally placed in the position of being a factual witness at the direction of counsel for one party, that reporter may be viewed as an advocate for one party over the others. The reporter thus loses the impartiality mandated by Provision No. 1, creates a conflict of interest (Provision No. 2), and generates the appearance of impropriety (Provision No. 3).”

Scenario 2: Going Off the Record

One party will often request that the court reporter go off the record, but the other party or parties do not agree.

As the keeper of the record and officer of the court, court reporters are not to go off the record until all parties agree. It is the job of the lawyers to come to an agreement, and you must keep the record open until that occurs.

This is supported by COPE Advisory Opinion 6, which states that a reporter must be “fair and impartial toward each participant in all aspects of reported proceedings and maintain the integrity of the reporting profession.”

Scenario 3: When To Provide Deliverables

One side may reach out to the reporter to provide them with a copy of the transcript, exhibits, or audio for review prior to it being available to all.

In order to maintain impartiality, reporters must never provide any type of deliverable to one party or to a third party for review prior to making it available to all the parties.

Providing them to one party first would be in violation of COPE Provisions 1, 2, 3, 4, and 9, which speak to the importance of neutrality, to the security and confidentiality of all the materials in their possession, as well as to the fact that one must be vigilant and guard against “not only the fact, but the appearance of impropriety.”

Scenario 4: Giving Opinions on a Case

At the conclusion of the deposition, an attorney may ask the court reporter for his or her opinion of the witness.

Once again, to the point of neutrality, a court reporter must never offer personal opinions about any aspect of a case.

Providing a party with a personal opinion would be in violation of COPE Provisions 1, 2, 3, and 9, which speak to the importance of impartiality and integrity of the profession.

Court reporters not only preserve the integrity of the profession, they ensure that every litigant receives “Equal Justice Under Law.”

Planet Depos wishes to share with court reporting interns the following tips to help them transition from their student role to the official reporter on any assignment:

• As you begin your internship, prepare to upgrade from your student version of software to a professional version (Case CATalyst, Eclipse/Advantage, ProCAT, StenoCAT, DigitalCAT).
• Learn how to run the Audio Synch feature of your software. Create a practice assignment and listen back to the Audio Synch to ensure that it is running and that the volume and quality are satisfactory.  If the quality is not sufficient, consider adding an external omnidirectional microphone to your equipment and use it on every assignment.
• After your assignment, practice reading back as though you were the official reporter.
• While interning, edit every assignment you take to hone your editing and proofreading skills.
• Learn the benefits of creating and using auto-include files and how to create templates for title pages, appearance pages, certificate pages, etc., and perfect those during this internship opportunity.
• Check your state’s notary public rules and get your notary certification and seal in preparation for becoming the official reporter, if your state requires these.
• Memorize witness oaths/affirmations as you will need to administer one or the other before each witness. Here is an example of a combined oath/affirmation that you may wish to adopt:
  • “Do you solemnly swear or affirm, under the penalties of perjury, that the testimony you are about to give, shall be the truth, the whole truth, and nothing but the truth?”
• Seek advice from your mentor on the job about marking exhibits so that you will be familiar with how the process should be handled when you are the official reporter.
• Learn when to interrupt and know that even veteran reporters find they may have to interrupt from time to time.
• Always dress the part of the professional that you are.
• Continue to practice every day and remember to practice before each and every job – even when you become the official reporter.
• Feel free to ask your mentor questions. If you are in need of a mentor, please consider Planet Institute and simply fill out an application.

These tips are intended only as a brief guide for students entering the court reporting profession.  The National Court Reporters Association and state reporting associations can provide more extensive guidance in these areas.