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5/28/2014  - In the Introduction to Web Analytics Part 1 Laura Quinn, Executive Director at Idealware, and Teri Ross, Program Director at Illinois Legal Aid Online, present an overview of what you can do with website analytics and what you should actually do with website analytics. They discuss many features of Google Analytics, how they can be used, and their limitations.

What's covered?

1. What are web analytics?

Google analytics gives users data about their site.  Examples include who is visiting a site and what they are looking at. It give users statistics and enables them to take action to meet goals, to track trends and gaps, and to make comparisons. Google Analytics uses html tracking codes on each page of your website and the code informs google when someone visits that page. You will need someone with a little bit of HTML knowledge to get started with Google Analytics, but it shouldn’t take too long to get set up.

2. Some statistics-and live demos

Types of stats:

  • visitors/users-number of people who have seen your site
  • page views-number of pages that were viewed by any visitor
  • visits/sessions-The number of trips made to the site


  • choose any timeframe to analyze.
  • compare two time periods
  • export anything from any page
  • email statistics to yourself or other people in the organization weekly/quarterly/daily

Understanding Analytics

**IMPORTANT TAKE AWAY: THESE NUMBERS HAVE VERY LITTLE MEANING IN ISOLATION The numbers and percentages have no intrinsic value. Use to make comparisons and to better understand how people use your website.

**When you enable tracking codes check privacy policies and terms of use.

** Analytics are bad at telling you why certain things happen. Better information can come from surveys, interviews, focus groups, user testing, and more!

Session Duration: how long someone spends on your site. Not always accurate because someone could visit a page and leave it open. More helpful to look at how many pages a user looks at while on your site.

Bounce Rate: Rate at which someone looks at one page from you site, and leaves.  Google doesn't distinguish a good bounce from a bad bounce. Someone could “bounce” from your site because they found the answer to their question without having to visit multiple pages.

Entry/Exit pages: the pages from which visitors entered or left the site.

Landing Pages: what content people are coming to when they first enter your site.  Are these good pages for people to land on?  Do these pages give info about the organization? Is the navigation easy to use?

Visitor Statistics: statistics about your audience

Visitor info: where are they located, what software/hardware are they using. Are most people viewing your site from mobile devices/tablets/specific browsers?

New vs. returning: how many users are new and how many are returning. This data can be skewed by public computers which can falsely report returning visitors.

Demographics: (age/gender)

Traffic: basically a search engine term for how people are getting to your site

- Via other websites (partners/lsntap/lsc)

-Keywords people use to look for your site-click analysis/user flow (could become rabbit hole)

 -Where people are coming from

-Referrals- people tend to look at more pages from a referral (encourage others to link to your site)

User flow: see where people go from page to page


How to use these stats:

Set goals- track when somebody hits the e-news thank you page

Customize your Google Analytics dashboard so you are finding the most useful numbers for your organization

3. Setting up Google Analytics

  • Someone with html knowledge will need to do a little work before you can use Analytics. They will need to imbed code in every page of your site.
  • Note that Google Analytics doesn’t track those who have turned off cookies


4. Beyond the Free Packages

  • Google Analytics is not ideal for people with very specialized needs and can be difficult to keep up with frequent changes to the features and interface
  • Enterprise Level provides support, configuration help, and sophisticated support for pages behind password protection.


5. Three ways to look at Analytics

a. Analytics as therapy. Your page is getting hits! (not very productive)

b. Analytics as exploration. See what has changed. Look for patterns over time. (useful)

c. Analytics for action: what can we provide that will drive people to our site. How can we change to make the site easier to navigate?

6. Connecting Statistics to Goals

Methodology: define a question, explore, hypothesize, take action, measure.

  Example questions:

 What website features inspire visitors to donate?

Are we getting a return on our investment for specific actions?

Can people find certain content?



6/25/2014  - In the webinar Technology Tools to Enhance Legal Services for Limited English Proficiency, four panelists discuss technology tools that are being incorporated by legal service providers and courts, why technology is important in this context, and the challenges of creating and maintaining multi-lingual tech tools.  


  • Kathy Daniels,  IT Administrator with Statewide Legal Services in Connecticut
  • Rochelle Klempner, Chief Counsel, NYS Courts Access to Justice Program
  • Mike Monahan, Director of State Bar of GA/GLSP Pro Bono Project
  • Sandra Sandoval, Field Support Coordinator, Immigration Advocates Network
  • Mirenda Watkins, LawHelp Interactive Program Coordinator, Pro Bono Net (moderator)

*LEP: Limited English Proficiency-individuals who don't speak English as their primary language.

How can technology help?

  • assess LEP needs
  • design user-centered services
  • deliver and expand language access services
  • provide crucial resources to LEP community
  • offer substantive legal information
  • disseminate information about the legal system and language access rights


Challenges of maintaining multi-lingual forms and resources

Panelist: Rochelle Klempner

When you make changes to any multi-lingual forms or resources, there can be many implications. Affected areas can include:

  1. Other forms & instructions
  2. Written self-help materials
  3. Training materials
  4. Videos
  5. Posters
  6. Data storage
  7. Resources in other languages

Tips to help streamline the process of editing documents and ensuring all your materials are consistent with any changes made:

  1. When something is changed, look for affected resources on the web first
  2. Search the website for common terms
  3. Put English clues in the comments lines in the html of other language pages to make them easier to find
  4. Post all pdfs online in one location only once
  5. Use the same interpreter for all translations to keep the same vernacular if things are changed
  6. Use someone for audio work that is accessible for future updates
  7. Use a cloud based internal site for employee shared access that points to the same pdfs for the public
  8. Don’t have a tech person oversee the job
  9. Make sure you pass on institutional knowledge
  10. Remember to tell all players involved when changes are made.

Fotonovela Video & More Project: New Tools For Outreach

Panelist: Kathy Daniels

The fotonovela has its roots in Latino culture and uses photos with conversation bubbles. The fotonovela reads like a comic, and is readily modifiable. Fotonovelas have long been used by the medical industry becase they are easy to modify for additional languages and topics.

  • Offers great usability
  • Easy to translate pdf versions of fotonovela
  • Affordable tool
  • Make your own in iMovie, Windows Movie Maker, Microsoft PowerPoint, Word,, or other program that you are comfortable with.
  • Easy distribution (churches, health fairs, waiting rooms)
  • Easy to update

Take advantage of CT Law’s work on a wide range of topics including the Family and Medical Leave Act (FMLA) and Rights of Special Education Students. Or create your own.  Kate Frank, Web Manager for the statewide website in Connecticut, created these fotonovelas using Adobe Photoshop, Adobe Premier, and a free program called Audacity.

How to take advantage of CT Law Help’s work:

  • Link to the fotonovelas
  • Embed the fotonovelas
  • Change the audio and text in the videos to create your own
  • Link to the PDF
  • Download the PDFs from their site
  • Print out PDFs and put them in your waiting room.


Kate Frank, Web Manager

Kathy Daniels, Statewide Legal Services of CT

Assisting Naturalization Applicants Using Citizenship Works

Panelist: Sandra Sandoval

Citizenship Works is a series of online tools to help empower naturalization applicants by answering eligibility questions in four different languages, and provide legal service advocates a tool to help provide naturalization assistance. Citizenship Works utilizes many resources including:

  • Public Tools and Resources
  • Advocate Resources to Assist Applicants
  • Citizenship Works Mobile Application
  • SMS Text Campaign
  • LiveHelp

Public Resources: includes information about preparing for naturalization exam, what to expect, and how to find legal help. It is multilingual so applicant can find information in a language they are comfortable with.

  • Eligibility Screening Tool presents questions that are included in the naturalization form. Users fill out basic information and it generates an info sheet about their eligibility and any red flags for the potential applicant.
  • E-learning modules- Short videos of naturalization process and breakdown of what can be expected on the naturalization exam.

Advocate Resources: provide interviews for applicant that generates forms. (i.e. n-400)

Mobile App: offers information about naturalization. (i.e. age requirements, English exemptions)

Includes naturalization test study materials (iOS and Android)

SMS/Text Campaign: Text the word citizenship (ciudadania in Spanish) to 877877. Subscribers can enter their zip code to find legal help in their area.

LiveHelp: offers real time guidance through website. not legal help.

Increasing Access to Court Interpreter Infromation

Panelist: Mike Monahan

There are many LEP clients in Georgia, and in order to better serve them, the State Bar of Georgia Pro Bono Project alongside the Georgia Legal Services Program developed a mobile approach to make it easy to get an interpreter for free and on the go.

  • Mobile approach is easy for lawyers on the go
  • Great for finding last minute interpreters
  • Target audience is volunteer lawyers
  • Use Mobile Zen for the project ($10/month)
  • Dial 99699 interpreters and get a complete set of resources 

Hello Everyone!

I’m Jamila, and I will be blogging weekly on behalf of LSNTAP. Here is a little bit of background information about me: I was born and raised in Yankton, South Dakota. I attended undergrad at Macalester College in St. Paul, Minnesota where I studied religious studies and critical theory. As an undergraduate, I became deeply interested and involved with social justice issues particularly on food justice and civil rights issues.

I'm a new Seattleite as of October 2013, and beyond exploring a new city, I am studying for the LSAT and applying to law school. My work background includes making mobile apps and working with clients who have religious discrimination cases. Although outwardly unalike, I wanted to gain experience in both legal assistance and new technology, because I am particularly interested in the intersections between technology and social justice. I am very excited to combine these two interests at LSNTAP, and I'm looking forward to spending the next year exploring the ways in which technology can be utilized to help better provide legal assistance to low-income clients.

My most recent position was intake counselor at a small non-profit in Seattle which takes cases primarily involving religious discrimination. The organization which is currently run by a few interns and the executive director relies heavily on technology in order to handle a large number of cases with few employees. While working there, I began to understand the potential technology has to transform the way legal assistance is provided to low-income clients.

I am looking forward to getting to know you and to addressing you weekly about ways in which legal aid organizations can use innovative technologies to help better assist their clients! If anyone has any topics they would like to suggest, please comment!

For more information about my work experience, check out my Linkedin Page!

Until Soon,