To have truly successful self-help tools you need to make the guidance simple and immediately actionable (plain language, visuals, etc). If your internal clients need to decipher those self-help materials, they are more like to text or message the lawyer who they already know to be very responsive.
This vicious cycle can be broken with a two-part approach:
- simple and actionable content, coupled with,
- regularly redirecting the business to the tools.