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want outside law firms to be more proactive, creative, innovative, and more concerned with results. "That theme has been in all sorts of surveys through North America for at least 10 years now," says Bell. There is a general expectation that corporate legal departments will have more work in 2010 than in 2009, says BTI Consulting Group president Michael Rynowecer. He says work is being taken care of in-house through key strategies including the idea of triage — less important work receives less of a priority. Such changes are a result of legal departments facing average budget decreases of between seven and 20 per cent. "The number one driver behind decision-making for corporate counsel is risk avoidance and the number one goal is cost control," he says. Risk avoidance is fueled by legislation and a demand for more due diligence. As a result, legal depart- ments are demanding law firms have a better grasp of their client's businesses. "They want them to bring knowledge of the law and the corporation. Give legal advice applying specifically to the company and avoid generic legal advice." It's understandable if this is news to law firms as fewer than 28 per cent of respondents said they were asked to take part in a client satisfaction survey from their outside counsel in the past year. This issue was canvassed in Canadian Lawyer's 2008 poll as written surveys only. We included phone and in-person surveys in this year's poll, yet the numbers did not dramatically rise. "I think it is hor- rific and it just keeps playing out," says Bell. However, just asking the question isn't enough, followup is almost more important Ball&Alexander Barristers & Solicitors Excellence in Employment & Labour Law • Counsel in Leading Cases • • Author of Leading Text • Wrongful Dismissal Employment Class Actions Labour Relations Employment Law Human Rights Post Employment Competition Civil Litigation Appellate Advocacy Employment Standards Disability 82 Scollard Street, Toronto, Canada, M5R 1G2 Phone: (416) 921-7997 Fax: (416) 921-3662 web: www.staceyball.com www.kenalexander.ca Are you likely to review your working or fi nancial arrangement with your top law fi rms in the next six to nine months? 50% Yes all_CL_May_09.indd 1 4/14/09 3:43:35 PM 50% No 72% No Will your budget for the next year be increased, reduced, or stay the same? 51% Stay the same 20% Increased 29% Reduced Has your top law fi rm asked your law department to complete a written, over-the- phone, or in-person 13% satisfaction survey in the last 12 months? written 9% 6%Yes, over- Yes, Yes, in-person the-phone 36 NO VEMBER / DECEMBER 2009 www. C ANADIAN Law ye rmag.com Untitled-5 1 10/29/09 4:52:33 PM