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TLOMA Today

March, 2026
March, 2026 | Presidents Message

Presidents Message

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Issacson, Ava
Author Ava Isaacson

Hello Team TLOMA! Welcome back! It has been a great first month and now with the arrival of spring, we are kicking into full gear! Let’s get into it:

Community

As alluded to in last month's issue, community will be central to a lot of the messaging and initiatives the Board, Conference Committee and SIG Leaders have in store for this year.

Building our community is one such area. We encourage you to think about any potential new members who would gain/add value to our membership. There will be opportunities throughout the year to bring potential new members to an in-person event so they can experience TLOMA and see if it would be the right fit for them.

As added incentive, TLOMA members receive a $20 Starbucks gift card for the referral of any new member.

Amplifying the voices of our existing community is another area we are expanding on. In addition to the message boards, we will be holding virtual Town Halls (frequency TBD) so that members can learn in real time what the Board has been working on and have the chance to share ideas and network. Details to come in the following weeks.

Ready for Your Closeup?

Shake off your parka, mitts and toque and replace it with a nice cocktail, or a robust glass of cab sav and amuse your bouche with all the piping hot tea from your fellow TLOMA members at our Spring Networking Event on April 15! We will be hosted by The Joneses located at 33 Yonge St #100. Tickets are $25 and the event is members only. If you have a coworker who is considering joining TLOMA – speak to Karen & Courtenay as this would be a great introductory event for them to dip their toe into! Special shoutouts to iCompli, Dexco and PaayaTech for sponsoring this event.

Other Fab April Events

Compensation Survey Launch! On April 8, Normandin Beaudry will be leading an information session on this year’s survey and when/where/how you can get your hands on it! Not to be missed!

On April 21, we will be holding a Human Resources SIG and on April 28, we will be holding a Finance SIG – topics TBA. Be sure to register to stay up to date on human resource and finance trends.

Lastly, though not a TLOMA initiative, from April 19 to 25th it is National Volunteer Week. See link for ways you can make a difference in your local community!  TLOMA is sincerely grateful to our volunteers!

SIG Engagement

Our SIG Leaders want to hear what topics and issues are forefront for you. If you have SIG ideas and/or requests, please send them to your respective SIG Leaders and to our Education Coordinator Sulai Chan (contact info below):

Bilal Khan – Finance SIG Leader: bkhan@lolg.ca
Maryann Joseph – HR Sig Leader: MJoseph@linmac.com
Esther Dressler – Marketing SIG Leader: estherd@gands.com
Rachael Woodward – Operations SIG Leader: rwoodward@dv-law.com
Brandon Chatwell – Technology SIG Leader: bchatwell@oktlaw.com
Sulai Chan – Education Coordinator: suchan@mccarthy.ca

Contest Alert!

Networking event attendees have the chance to win a special prize! Details to be revealed in person by Anthony Belmonte!

’til we meet again!

Ava Isaacson,
TLOMA 2026 President

Ava Isaacson is the Director of Team Development at Sherrard Kuzz LLP, one of Canada’s leading employment and labour law firms, representing employers. Her responsibilities include recruiting, training, managing, supervising, coaching and motivating the support team firm wide.  Ava has been in the legal industry for more than 10 years, in both the public and private sectors, with a focus on employment and labour relations.

Ava has a Bachelor of Arts degree in communications with a specialization in creative writing and journalism from University of Windsor, and an Ontario College Graduate Certificate in human resources management from Seneca College. She is a licensed paralegal and has obtained her CHRP certification. 

Ava is honoured to be selected as a member of the Board of Directors and is looking forward to tackling the exciting new challenges ahead.

March, 2026 | Article

Year In Review - 2025 - Facilities SIG

Year in Review
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White, Paul (Chuck)
Author Paul C. (Chuck) White

The 2025 Facilities SIG Meetings brought together industry leaders, workplace strategists, and operational professionals to explore the evolving needs of modern law firm environments. Across three focused sessions, participants examined how emerging trends are shaping the future of office spaces. This year in review highlights the key insights from each session, offering a comprehensive look at how firms can create workplaces that support talent, enhance collaboration, and adapt to an increasingly dynamic professional landscape.

Collectively, these sessions underscore that the workplace is no longer just a physical location, it is an ecosystem shaped by people, technology, culture, and purpose. Designing successful office environments means embracing inclusivity, supporting varied work styles, and creating spaces that foster connection, well‑being, and productivity. As firms prepare for the future, the insights shared—ranging from neurodiversity‑informed design to strategic real estate planning and evolving operational needs—offer a powerful roadmap. By prioritizing people and thoughtfully aligning space with strategy, organizations can build workplaces that not only meet today’s challenges but also position their teams for long‑term success.

Chuck White has held the position of Senior Manager, Print Services at Osler, Hoskin & Harcourt LLP since 2010 and has been with the firm for 34 years.   Prior to his current position Chuck was the Manager, Distribution and Print Services at Osler from 2001 to 2010.

Chuck completed his Bachelor of Business Administration from Trent University. 

Chuck has been a member of the TLOMA Conference Committee between 2007 and 2009 and was the Conference Chair in 2008.  Chuck has been a TLOMA member for over 15 years and has participated in panels and various volunteering functions.   

Chuck enjoys running and travelling with his family.

IA-SpringNetworking-April 15
March, 2026 | Article

It’s Time To Tackle Digital Friction at Your Law Firm

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Adrian TLOMA today bio pic
Author Adrian Scutti

Picture a workday where your technology simply works—where your team moves through files, matters, and client tasks with ease. That vision is closer than you might think. Many of the everyday frustrations legal teams feel aren’t signs of failure – they’re signals that your systems are ready for a thoughtful refresh.

Digital friction is a modern term used to describe the unnecessary effort and frustration employees experience when using technology to complete their work, hindering productivity and engagement. This “digital friction” doesn’t just frustrate your staff; it drains productivity, dents morale, and quietly chips away at your firm’s ability to serve clients efficiently. It’s time to smooth out the friction and create an environment where your people—and your practice—can truly flow.

Though IT problems are the symptom, the underlying source is often a disconnect between a firm’s workflow, team enablement and technology. To tackle digital friction holistically requires creating the Right Workflow, powered by the Right IT system, to enable the Right People.

 Productivity Cycle Graphic (1200 x 644 px)

The Right Workflow – Streamlined & Aligned

In many law firms, what feels like “digital friction” is often assumed to be a technology problem—slow systems, clunky tools, too many clicks. But, when the underlying process isn’t clear or structured, even the best technology can’t save the day.

In fact, accelerating a broken workflow only amplifies the chaos, much like opening up a highway and increasing the speed limit during rush hour—if there’s an unseen bottleneck ahead, everything comes to a standstill the moment something goes wrong. For office managers, this complexity without structure becomes a daily burden: constant troubleshooting, pressure from partners, and staff looking for quick fixes.

A thoughtful, guided approach to operations and IT can turn that friction into flow. This doesn’t have to be an overnight operational overhaul. Start with low-hanging fruit, areas of disorganization that are causing the most disruptions. Then, do a simple operational analysis:

  • 1. Before automating a process, define it from initiation to completion. Include process roles, inputs and outputs, decision points and success criteria.
  • 2. Identify and correct bottlenecks, redundancies and errors in the process.
  • 3. Automate or improve the mature workflow with the right technology.


The Right IT – Curated Technology

Now that your workflow is mature, is it time to invest in the latest AI powered, productivity boosting tools? Not quite. Often, too much of the wrong tech leads to disruption not efficiency.

The solution is Curated IT. A curated approach is thoughtful and intentional selection of items to fit into an overall vision. Along with your IT partner, create an IT Road Map that focuses on the steps needed to achieve your firm’s overall technology goals.

A curated IT setup should become simpler as operations become more complex. Build with tools that are carefully gathered, sifted and chosen. Not more technology – the right technology.

Edit your IT setup in 3 simple ways:

  • 1. Eliminate redundancies. For example, is your team storing the same information in multiple places? Unify and clarify data storage processes.
  • 2. Maximize the tools you already use. For example, if your firm already uses Microsoft Suite, learn to use it to its full extent. It’s possible that it has everything you need for day-to-day operations.
  • 3. Select a tool that improves an inefficiency. Editing your IT in the first 2 steps will reveal gaps or areas where a mature workflow can be made more efficient. Carefully select  a tool that fits.


Taking the time to edit your IT is worth it. You will maximize your IT investment and reduce the frustrations that are holding back your most valuable resource – your people.

The Right People – Unlock the Potential of your Team

Digital friction may have more of a negative impact than we realize. In one 2025 report* nearly half of workers (47%) say digital friction makes them frustrated and less satisfied with their jobs, 43% report decreased motivation, 42% link it to burnout, and 28% have considered leaving their company as a direct result of IT dysfunction.

A successful firm is built on great people, and your technology should lift them up—not slow them down. This doesn’t mean you need a team of “tech savvy” staff. It means choosing IT with your people in mind. A people‑centric approach focuses on tools that make work smoother and reduces frustration.

And once the right technology is in place, adoption should be just as thoughtful—because the true value of any IT investment is realized only when your team feels confident using it. Consistent training is essential because technology is constantly changing and evolving. Even the tools that have been in place for years are continuously updated and have new features added. Do your staff know how to use the tools your law office already has, including the basic ones?

Team leaders play an important role in championing tech training. When leaders provide enthusiasm, clear direction and empathetic training, the team will evolve with the tech. They will be eager to adopt technology into their workflow.

Less Friction, More Flow

With your team empowered by a curated IT setup and a mature technology-boosted workflow, it is time to close the loop. The IT edit cycle continues, because workflows and technology are constantly improving.

With feedback from the team, continue improving your processes. Consult regularly with your IT partner about how to best align your technology with your law firm’s workflow. Are there now tools that can be edited, upgraded, replaced with something more optimal for your new workflow? Make training your staff part of your operational routine.

With a clearer workflow and a curated approach to IT, your firm can reduce digital friction, boost confidence, and create the kind of smooth, predictable operations every office manager dreams of. When the right people, processes, and tools align your whole practice feels lighter—and work flows.

*Source: The impact of digital friction | 2025 Report | TeamViewer

Growing up in a family that owned a small business, Adrian noticed a challenge they faced. Although their company relied on computers, his parents were experts in their trade, not technology. They were too small to have an ‘IT guy’ on staff, so, they managed on their own. When things broke, work ground to a halt and they called in an expert to fix it. It was a constant struggle. Adrian imagined that other small businesses must have the same issue and he knew there had to be a better way. After receiving education in programming and networking, Adrian founded Streamline IT. His vision was to simplify and manage IT for small businesses.

Today, Adrian’s IT company has grown to a team of over a dozen technicians. Even as the business grew, he was determined to keep the “local IT guy” customer experience while building a team with deep expertise. He passed on his vision to each new employee. As a result, personalized and attentive service has become a hallmark of their Streamline.

While managing IT for clients in the legal community, Adrian noticed that law firms faced unique IT challenges. He wanted to provide a customized experience for law firms, and, developed LawStream in 2022.

When not in front a computer, Adrian can be found doing building and renovation projects at home. He enjoys camping, travelling and playing board games with his wife, Melanie, and their two children. He loves a good game of chess with a glass of Scotch.

March, 2026 | Article

Better Docketing Is Better Business — and Better for You

Better Docketing Is Better Business — and Better for You
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Southren, Jane 6oct20
Author Jane Southren

If you’ve ever said the word docketing, to a practicing lawyer chances are you have watched their shoulders raise or their head roll.

Of all the things that create drag in a legal practice, docketing consistently rises to the top of the list—especially for the lawyers I coach who are trying to build sustainable, enjoyable, values-aligned businesses.

Not because they don’t know how. But because they don’t have a system. They don’t have habits. And they definitely don’t have a relationship with docketing that serves them.

Instead, they procrastinate. They avoid. They dread. Until the pressure builds and they’re forced to do it in a state of stress and overwhelm—and usually under the worst possible conditions, at the end of the day, tired and irritable.

And for reasons I don’t fully understand, it’s often women lawyers who are feeling the weight of it most.

But it doesn’t have to be this way.

In fact, with a little intention and a few new habits, docketing can become something else entirely.

Something that fuels their confidence. Deepens their client relationships. And yes—supports their business development efforts.

Why Better Docketing Matters More Than You Think

Yes, good docketing increases your billables. That’s not news.

But here’s what too many lawyers miss:

When we docket with intention, we turn a necessary evil into a powerful tool for building trust, demonstrating value, and anchoring your impact.

Because a docket isn’t just a time record. It’s a timestamped journal of our thinking. Our strategy. Our service.

It’s a record of what we did, why we did it, and how it moved the needle for the client.

And when done well, it becomes something entirely different than what we think it is and what it looks like on the surface. It becomes:

  • A credibility-builder with clients
  • A narrative of our value
  • A confidence-booster on tough days; and
  • A surprisingly effective business development tool!


That’s right. Docketing can help you grow your book—if you let it.

So What’s the Fix?

Not a one-size-fits-all solution. Those don’t exist.

What does work is building their own, one-size-fits-one, docketing silver bullet—a few small, repeatable habits that suit the way they think, work, and move through their day.

Habits that stick because they’re suited specifically to each lawyer. They work with the way each lawyer’s brain is wired. Not based on following someone else’s checklist.

Here are a few of the habits that we have seen make the biggest difference to clients who are struggling with docketing (and there are more!!):

  • The 2-Minute Rule: Docket right after a task. Two minutes. No backlog.
  • The Daily Close: Pair end-of-day docketing with tea, music, or a candle.
  • Gamify It: Track streaks. Celebrate wins. Adults like gold stars too.
  • Client-Focused Dockets: Write for the client. Tell the story of the value.
  • Voice Memos: Capture it while it’s fresh. Dictate. Transcribe later.


Approach it as an experiment. Support them in starting with one, trying it for 21 days and seeing what shifts. If the results aren’t yet what they are looking for, move to another one, for another 21 days.

Try Out a New Approach.

Most lawyers don’t struggle with docketing because they’re lazy. They struggle because they’ve never been taught to build a system that works for them.

They’ve never before been told, “It’s not about doing it perfectly. It’s about doing it in a way that helps you tell the story of your work—and feel good about it.”

They don’t have to hate docketing.

They don’t have to hide from it.

And they’re definitely not alone.

Each lawyer just needs your own silver bullet. And maybe a little support to help them 

Jane Southren is a former litigator and the founder, chief consultant, coach and trainer at Southren Group. She is passionate about helping professional services providers to achieve greater success and have broader influence. Jane passionately guides her clients by applying a continuum of better thinking and better action for  better results.

“Supporting clients — seeing them not only find success, but emerge stronger, more confident and more skilled at creating meaningful, mutually rewarding professional relationships — is incredibly gratifying.”.

March, 2026 | Article

The Law Firm Disappearing Act

The Law Firm Disappearing Act
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Heather Suttie - New Headshot 2023
Author Heather Suttie

Disappearing acts pertaining to people, skills and talents have always happened every few years in the global legal services market as the sector continually refreshes itself. But disappearing has never been more prevalent than it has been of late and will become even more common in months and years to come. Act now.

As mentioned in my previous column, I am well aware that my opinions and perspectives especially over the last few years and more so lately are becoming more fearless and urgent as factors impacting the global legal services market surge with a magnitude of force that demands response — not admiration, study, or words — and, most importantly, requires decisive action as the clock of change ticks ever more loudly.

Right now, my concern is for talent transience at all levels within law firms. Talent of all descriptions has been sloshing back and forth and from firm to firm since the pandemic upended how we work. Lately, all levels of law firm talent have quietly retrenched in the hope that keeping mouths shut and heads down will provide safety in an environment undergoing enormous change at the speed of summer lightening.

If only ducking for cover was the answer. However, the working world is now more difficult and will become harder yet. Anyone who has a heart will recognize this struggle in people-terms. However, as a realist, I implore you to realize that law firm life will become more challenging as traditional structures show their age, operational costs and investment requirements increase, and margins become mercilessly lean.

A complete reset is required. This is not about a pivot because a turn will not save a law firm entity. This means a full restructure of how law firms operate and why, along with what tools are expected, required and used, how financing and various forms of it will support the entity, and what talents and skills of humanity are necessary for its survival.

The Law Firm Reset

My last two columns sparked huge reactions. The Law Firm Pyramid Rollover was met with republishing requests, reposts, and commentary. Its companion piece, The Law Firm Private Equity Puzzle, was met with nothing: tomb-like stillness, pin-drop quiet, could-hear-a-mouse-pass-gas silence.  

I have been writing opinion columns for legal publications since 2006 and have found that the closer I get to the core of an issue, the quieter the response. Now is no different.

This same core-targeting technique has also been part-and-parcel of my consulting practice, which is to step back to study not just the problem but its context within the big picture before peeling away all that is ancillary to uncover the nut of the issue. Like a sharpshooter, the nut becomes centred in the crosshairs of my sights, I breathe to steady myself, check that others are ready to proceed, and fire. Misson accomplished.

If that sounds mercenary, it often is but it also gets the job done and desired outcome achieved.

And so, here we are with the trigger having been pulled on a legal services market reset that has taken many decades to take form. The reset will both overwhelm and underwhelm its inhabitants depending on where they are in the journey of both their personal and professional lives. But as I have said before, expect massive change to happen well before and certainly by 2030 when the global legal services sector will operate much differently than it does now.

Expect both destruction and rebirth. Many traditionally structured law firms of all sizes and practices will crash and burn because they are inherently fragile and will fail. Likely and unlikely law firm combinations will happen and be politely cloaked as mergers with fallouts of all kinds ensuing after the fact.

From their ashes and also as new builds, we will see legal service entities emerge and flourish as flatter, non-empirical structures that will operate with greater fluidity in terms of talent, technology, offerings, and cost. These entities, which will become much more prevalent, will probably not even be referred to as law firms – and won’t want to be. Nor will they be hamstrung by the lesser-than moniker of alternative legal services provider. They will be sleek, streamlined, client-catering as opposed to client-centric, and entirely different.  

Recent Wreckage

Since 2026 began, we have seen three glaring examples of how these changes are playing out in real life. They include the closure of U.S. mid-size firm, McGlinchey Stafford, the crash-and-burn of the U.K.’s PM Law Group, and job cuts at global behemoth, Baker McKenzie.

While these three instances are prime examples of recent upheaval, as of this writing it’s only February. We have a long way to go for the remainder of 2026, never mind my predication that by 2030, the global legal services market will bear no resemblance to what it is today.

Still, let’s sift through some of the most recent wreckage to identify themes.

McGlinchey Stafford, a mid-sized U.S. firm of 160 lawyers based in 18 offices and headquartered in New Orleans announced its wind down after 51 years in early January 2026 and closed on the last day of that month. According to ALM, the equity partners voted to wind down after assessing "several strategic alternatives," according to a firm press release. The firm cited its shutdown as “the result of a combination of market factors, such as lagging collections, compounded with various internal factors over several years.”

While the dust has yet to settle and, in my experience, there are always numerous factors that stress a law firm or any other business to its breaking point, the underlying cause is almost always money followed closely by people.

In McGlinchey’s case, lagging collections, which is a common problem in many law firms, was among identified issues. “There was no single triggering event or one definitive action that brought us to this point,” the firm said in the news release. “This is not because of any specific attorney’s departure, or any individual financial decision or leadership action that led us to this point.”

On February 1, 2026, PM Law Limited began machinations to close. Its 600-plus people learned the following day that the firm had shut down stranding clients, lawyers, and staff alike. The PM Law group includes more than 20 practices spread across U.K. locations in Yorkshire, Cumbria, and Berkshire with at least 55 fee-earners and dozens of support staff.

Again, the cause appears to be financial. As reported in The Law Society Gazette, “According to the last published accounts for PM Law Limited, covering the year to 31 October 2024, the company had net assets of more than £3m. The firm was owed £6.2m and was due to pay creditors £3.1m within one year. There were no cash reserves.”

Why work-in-progress has ever been considered an asset has always mystified me since WIP exists only on paper. Until a firm receives payment, WIP is as much an illusion as smoke and mirrors. Again, these are early days and the Solicitors Regulation Authority has intervened, so more may be revealed in time.

And finally – at least, as of right now – Baker McKenzie is severing ties with just over 700 people across all offices of its global business services teams, including IT, knowledge, administration, DEI, leadership and learning, marketing, and design among others.

Again, while the underlying cause is money, Baker blames layoffs on artificial intelligence. It said: “To position the firm for continued growth and remain agile in a fast-evolving business context, we recently undertook a careful review of our business professionals functions. This review was aimed at rethinking the ways in which we work, including through our use of AI, introducing efficiencies, and investing in those roles that best serve our clients’ needs.”

“Following the review, and consistent with many other organisations, we are proposing a series of changes to how we operate and deliver important business services. Subject to consultation processes in applicable jurisdictions, some roles will likely be phased out, while others will evolve. We have not taken decisions around these proposed changes lightly, but felt it was necessary to deliver on our long-term plans. We appreciate the valuable contributions our impacted colleagues have made to the Firm and will be supporting them.”

Unfortunately, Unsurprising

None of any of these situations and their results should come as either surprising or a shock. Money is always at the root of almost every upheaval. Add to that, the fact that AI is an efficiency generator, not a wealth creator.

Anyone who keeps their eyes and ears open and stays out of the weeds will have seen this coming since the combination of money and AI carries the velocity of a freight train with the potential to create widespread damage upon collision Therefore, caught between money on one hand and AI on the other, major restructuring and job losses within law firms will remain an ongoing issue for the foreseeable future.

And so there you have it: proof like we need it that the bottom is actively being cleaved off of the traditional law firm pyramid and this now archaic structure is already rolling over and upending like an iceberg.

Advice and Recommendations

Having identified this problem quite some time ago, and seeing it come to fruition, I offer a few pieces of advice that may lead to solutions along with recommendations.

Be a student: If the legal industry is where you want to spend the next five to 10 years – or the entirety of your working life – become a student of it. I don’t mean study your area of practice if indeed you practise law but consistently learn about the entire legal ecosystem and every area of it. Understanding and being completely conversant in the depth and breadth of the legal services sector will enable you to get a sense of what may happen, when, and why. This may also enable you to spot opportunities and get a jump on trends.

Ferris Bueller’s famous last line in the 1986 film Ferris Bueller’s Day Off is apt. "Life moves pretty fast. If you don't stop and look around once in a while, you could miss it." I use this quote all the time because it’s true. Let it be your guide, too.

Stay curious: Questioning the status quo pertains to challenging the accepted way of doing things. “This is the way we’ve always done it” has been a tired old go-to response that has led to inefficiencies and outdated practices that have hobbled advancements in the legal services sector since time immemorial. This is one of the reasons legal has always been slow as molasses in January to change and is part-and-parcel of the traditional pyramid structure that like many other fossils, may as well be encased in amber.

Those who question the status quo are almost always the same mavericks who shatter the norms, throw out dusty old rule books, and invent new ways of doing things. These people are the true and stalwart leaders among all of us. Be one.

Network with Intention: A simple yet effective recipe for intentional and efficient networking that beats the standard hi-how-are-ya mixer every time is: 1. Target who you need or want to speak with; it’s best if this person is the decision-maker. 2. Request a meeting about a topic that matters to both of you but mostly to them. 3. Set it up and go. 4. Expect to follow up in a helpful manner, and in moderation and at intervals. Schedule and diarize these interactions.

The simplest methods always work best. The most engaging and consistently engaged lawyer I have ever known kept a notepad on the corner of his desk with a running list of people he wanted or needed to speak with each week and about what. By following this method diligently, he became a wildly successful managing partner of a ground-breaking law firm, its key business driver, a community leader, and finally, a member of the Canadian Senate.

Where to From Here

The bottom line is to understand that changing roles and/or law firms, whether or not it is your choice, is not negative if it enables you to learn and grow. However, regardless of whether you are an employee or contractor, you will want to take agency of your own career whenever possible to avoid others dictating how your life unfolds.

For example, and rather ironically, an individual who lost their job due to working with one of the law firms mentioned earlier in this column informed me years ago, and in an authoritative manner, that law firms only want to work with fulltime employees who stay for years. I countered that wide-ranging consultative experiences with various types of law firms and legal service entities are positive and marketable traits.

Obviously, these two points of view are on opposite ends of the workstyle spectrum. One is not better than the other and both are valid. The important factor is to decide what style works best for you, customize it, and expect it to change over time. And always keep your antenna and guard up, and your network refreshed and up to date.

I have long said that keeping your eyes and ears open and staying out of the proverbial weeds will enable a better chance of you being better than okay. It has been solid advice forever, and in the fast-shifting environment in which we are living now, it may be some of the best advice you are ever apt to get  unless, of course, you prefer to go – poof – and disappear. Then again, for some people, that will be an okay option, too.

Heather Suttie is acknowledged as one of the world’s leading authorities on legal market strategy and management of legal services firms.

Since 1998, she has advised leaders of premier law firms and legal service providers — Global to Solo | BigLaw to NewLaw — on innovative growth strategies pertaining to business, markets, management, and clients. The result is creation of new value and accelerated performance achieved through a distinctive one of one legal market position and sustained competitive advantage leading to greater market share, revenue, and profits.

Heather writes on these issues at heathersuttie.ca and can be reached at heather@heathersuttie.ca.

March, 2026 | Article

Information governance explained: How it differs from records management and why it matters for Canadian law firms

Information governance explained_ How it differs from records management and why it matters for Canadian law firms
HPA-iCompli-TLOMAToday HalfPage
Peter Lamb
Author Peter Lamb

In many Canadian law firms, information governance did not begin as a strategic initiative. It evolved gradually — often from records management.

That origin makes sense. For decades, records teams were responsible for retention schedules, file storage, and disposition processes. As firms transitioned from paper to digital environments, those responsibilities expanded into document management systems and electronic archives.

But the information environment has changed dramatically.

Today, client information exists across document management systems, email, collaboration platforms such as Microsoft 365, File Shares, practice management tools, AI-enabled platforms, and more. Matters span offices, provinces, and sometimes borders. Data is copied, shared, exported, archived, and retained — often with limited visibility into its full lifecycle.

In that environment, records management alone is no longer sufficient.

Information governance is broader. It is the discipline of managing information across its entire lifecycle — from creation to active use, through dormancy, and ultimately to defensible disposition — across all systems in which it resides.

That distinction is not semantic. It is structural.

Records management traditionally focuses on identified records and retention compliance. Information governance encompasses all information, structured and unstructured, formal and informal, and ensures that lifecycle control is consistent across platforms.

For Canadian firms navigating increasing client scrutiny, regulatory expectations, and operational complexity, that difference matters.

Why this matters now for Canadian firms

The pressure to address information governance holistically is not theoretical.

Clients — particularly in financial services, energy, healthcare, and public sector sectors — are applying increasingly rigorous standards to their outside counsel. Security questionnaires now extend beyond encryption and access controls. They ask how retention is enforced, how long closed matters remain accessible, and how disposition decisions are documented.

Cyber insurers have become more granular in their underwriting assessments. Provincial privacy obligations and federal legislation require defensible practices in the event of a breach or regulatory review. Cross-border matters introduce questions about data residency and access governance.

At the same time, Canadian firms have grown in complexity. Mergers, lateral hires, multi-office expansion, and evolving service models have expanded system footprints. Document management platforms operate alongside collaboration workspaces. Email archives persist indefinitely. Closed matters may remain administratively open because financial reconciliation and lifecycle management are not fully aligned.

None of this necessarily reflects poor management. It reflects organic growth and the risk arises when policy intent and operational reality diverge.

Many firms have strong retention schedules on paper. They have documented closure processes. They have defined security controls.

But can leadership confidently answer:

  • How many matters remain open beyond their expected lifecycle?
  • What percentage of document repositories are tied to dormant matters?
  • Is retention consistently triggered according to its retention policy?
  • Are access permissions reviewed for long-inactive files?

If those answers require investigation rather than reporting, governance is not yet fully structured.

Beyond records: Lifecycle control across systems

One of the most common misconceptions is that information governance is simply “modern records management.” It is not! Records management is a critical component — but governance operates at a broader operational level.

Consider the lifecycle of a typical matter in a national Canadian firm. A matter opens. Documents are created. Emails accumulate. A collaboration workspace may be established. Financial data is recorded. Access permissions are granted across offices.

Over time, activity slows. Eventually, the legal work concludes. Financials close. The matter may be administratively marked complete.

But what happens next?

Does closure automatically trigger a retention classification confirmation or does another event trigger retention? Are triggering events consistently applied and followed?
Are collaboration workspaces aligned with the same lifecycle rules as the document management system? Are access permissions reduced when active work ceases?
Is there visibility into when the matter, or materials within the matter, become eligible for disposition?

If lifecycle control depends on periodic manual review or individual diligence, governance remains fragile.

Information governance ensures that lifecycle events are structured, consistent, and defensible — not dependent on memory.

The cost of informal governance

Informal governance rarely produces immediate crisis. It produces gradual accumulation.

Data volumes grow. Dormant matters remain open. Storage costs increase incrementally. Access permissions expand quietly. Discovery burdens widen. Client audits require increasing explanation.

Over time, operational friction increases.

Lawyers may spend more time searching across outdated repositories. IT manages expanding infrastructure without clear lifecycle reduction. Records teams handle periodic clean-up initiatives rather than embedded processes. Risk teams respond to audit questionnaires with policy language rather than enforcement metrics.

Increasing cloud data stores result in increased fees and add additional risk through redundant, outdated, and trivial data. These risks are amplified with the increasing use of AI tools to interrogate this data. Bad data results in poor results and these pressures compound subtly.

Information governance addresses accumulation at its source by aligning policy, systems, and workflow.

Governance as a firm-wide responsibility

Another important distinction is ownership. Records management traditionally sits within a defined function. Information governance cannot. It intersects with:

  • IT, which manages system infrastructure and access controls.
  • Records, which oversees retention schedules and disposition workflows.
  • Risk and Compliance, which interpret regulatory obligations.
  • Finance, which tracks matter lifecycle status.
  • Operations, which coordinates firm-wide process.

 

Governance succeeds when these functions are aligned — not when it is assigned to one of them in isolation. This is not about creating new bureaucracy. It is about clarifying responsibility for lifecycle oversight across systems. Without that clarity, governance becomes fragmented. Each function manages its component responsibly, but no one sees the full lifecycle.

Technology as enabler, not a starting point

Technology plays a critical role in modern governance. But it is not the starting point.

Firms sometimes attempt to solve governance challenges by deploying new systems or configuring retention rules without first clarifying ownership and lifecycle expectations. Technology can enforce rules, surface visibility, and document workflows. It cannot define strategy.

Governance begins with clarity around:

  • Lifecycle expectations
  • Retention intent
  • Access discipline
  • Accountability for enforcement


Once those are defined, technology becomes the mechanism that ensures consistency.

A strategic perspective

For executive leadership, the importance of governance extends beyond compliance.

It affects:

  • Risk exposure and defensibility
  • Client trust and competitive positioning
  • Operational efficiency and cost control
  • Readiness for innovation, including AI adoption

 

Firms increasingly market themselves around trust, resilience, and operational excellence. Those claims require infrastructure and information governance provides that infrastructure.

It ensures that when a client asks how their data is managed, the firm can answer confidently — not based on assumption, but on measurable control. It ensures that when leadership explores automation or AI initiatives, data quality and lifecycle discipline support innovation rather than introduce uncertainty. And it ensures that growth does not silently expand unmanaged risk.

The foundation for the series

Understanding the distinction between records management and information governance is the foundation.

Governance is lifecycle control across systems.
It is operational discipline, not periodic clean-up.
It is shared cross discipline responsibility, not departmental ownership.
And it is strategic infrastructure, not administrative overhead.

Once that foundation is clear, the next barrier often emerges; perception.

Many firms still view governance as restrictive — a compliance burden that slows progress.

In the next article, we will challenge that assumption and explore why strong information governance is not a constraint on innovation, but the condition that enables it.

You are welcome to register for the first session in our ‘Mastering information governance’ webinar series. On April 21st, (11am EST), Peter Lamb, will provide a practical introduction to information governance, explaining what it is, how it differs from records management, and why it has become a priority.

He will also explore the growing shift in perspective: How strong information governance supports progress rather than restricting it.

This webinar is designed for firms at the start of their information governance journey, or those without a dedicated information governance team, and will focus on clarity rather than complexity.

Attendees will gain a shared understanding of information governance, why it matters now, and how better governed information enables efficiency, reduces friction, and supports initiatives such as AI.  Click here to register. 

Peter Lamb brings over three decades of experience in legal technology, having served as CIO for two of Canada’s largest law firms where he advanced the use of technology to improve practice management and operational efficiency. He has also worked as a senior account manager helping firms navigate complex technology landscapes and deliver practical solutions to operational challenges. Throughout his career, Peter has successfully led large-scale change management initiatives and has been an active contributor to the legal technology community, including serving on ILTA’s Board of Directors and as Conference Co-Chair.
March, 2026 | Article

What Happens to Your Firm's Data When an Employee Leaves on Bad Terms?

What Happens to Your Firm's Data When an Employee Leaves on Bad Terms
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Author Nolan Witkowski

In April 2024, a worker employed by a major Ontario commercial cleaning company was terminated without cause. Although he accepted severance and signed a release of all employment claims, he was so incensed by the termination that he downloaded his entire work drive before leaving, including a staff directory and confidential client financial information. Then he used that data in an extended harassment campaign against his former employer and manager.

This scenario plays out at law firms across Ontario more regularly than we’d like to admit. A difficult departure (e.g. a firing, layoff, or resignation after a dispute) can make it easy to forget that the former employee still has access to your systems and files. By the time it’s noticed, the damage has already been done.

Fortunately, the risks are preventable, but the first step is taking a hard and honest look at your firm’s offboarding process.

What Can a Departing Employee Access at Your Firm?

When you think of misappropriation, you may picture a disgruntled ex-employee walking out the door with a USB drive full of company files. While that still happens, they’re more likely to quietly copy, forward, or download information while they still have access.

Think about what the average legal assistant or paralegal at your firm works with every day: client files, billing records, contact lists, internal memos, and often trust account documentation. They can forward emails to a personal account, upload documents to a private Google Drive folder, or take screenshots of confidential information. Unless you’re actively monitoring them, they can do it without your knowledge.

The situation gets more complicated with staff who have administrative or elevated system privileges. An IT coordinator, a senior paralegal who manages the DMS, or a practice group administrator may have access to entire folders of client files. When they leave under difficult circumstances, the fallout can span the firm's entire client base.

Where Offboarding Usually Goes Wrong

Most law firms have a checklist for when someone leaves. Return the keys, collect the laptop, cancel the parking pass. The digital side of offboarding is less concrete, which is exactly why it gets handled inconsistently (or skipped entirely) until something goes wrong.

No Bridging the Gap

The most common failure is the gap between an employee's last day and the day their accounts are actually disabled. In a busy firm, the office manager notifies the partners, HR processes the paperwork, and someone sends an email to IT. If that email goes unanswered over a weekend, or if IT is handling something else, the former employee's login credentials stay active. They still get client emails, their remote access stays active, and they can still open every file they had permission to view.

Access Remains Active

The second failure is incomplete access revocation. Disabling someone's email account is not the same as removing their access to every system the firm uses. A firm running Microsoft 365, a practice management platform like Clio or PCLaw, a client portal, a billing system, and a shared cloud drive has at least five separate places where that person's credentials need to be revoked. If the party handling the offboarding doesn't have a complete inventory of which systems the employee used, some of those accounts will stay open, sometimes for months afterward.

The Timing Problem Nobody Talks About

When an employee gives two weeks' notice and leaves on good terms, there's time to plan the transition carefully. When someone is let go, especially when the termination is contested or acrimonious, the window between the conversation in the boardroom and the moment that person walks out the door can be as short as twenty minutes. That's not enough time to revoke access properly if your firm doesn't have a plan already in place.

Law firms should treat access revocation as something that happens simultaneously with (not after) the termination conversation. There should be coordination between the office manager, HR, and IT before anyone sits down in that boardroom. It means having a single point of contact who can disable accounts in real time, and knowing in advance exactly which systems need to be addressed, in which order, and by whom.

What Your IT Provider Should Be Doing

If your firm relies on an external IT provider, you should discuss offboarding with them. A good IT provider will have an offboarding procedure that covers every system your firm uses, and they can execute it quickly when you call. If you're not sure whether your provider can do this, ask them directly: what happens when we need to terminate someone's access immediately? How long does it take? Who do we call?

Your IT provider should be able to revoke remote access, disconnect active sessions on any device, disable multi-factor authentication tokens tied to that employee's phone, and remove their credentials from every integrated platform your firm runs. They should also be able to pull an access log showing which files that employee opened or downloaded in the days leading up to their departure. That log won't undo the damage if something was taken, but it tells you exactly what you're dealing with, which is the first thing you need to know if a Law Society complaint or a civil claim follows.

Your IT provider should also be managing your firm's mobile device policy. If your staff accesses client files on their personal phones, those connections need to be severed at departure too. A remote wipe of firm data from a personal device is a standard capability that any managed IT provider should be able to execute. If yours can't, that's a gap worth addressing right now.

Building a Departure Protocol That Protects Your Firm

The law firms that handle departures well (even ugly ones) are the ones that know which systems need to be addressed, in what order, and who is responsible for each one.

Start by mapping every system a typical employee can access at your firm. Then assign clear ownership: the office manager normally coordinates the departure, but the actual account disabling usually sits with IT. Review the protocol at least once a year, and update it every time your firm adds a new software platform.

A departure handled well (even a difficult one) rarely makes headlines. On the other hand, a departure that results in a data breach or a Law Society complaint can affect the firm for years. The difference between the two is almost always preparation, so start the conversation with your IT provider now, before the next difficult departure forces it.

Nolan is an expert in IT for law firms. In 2024 he became CEO of IT support company Inderly, local to Hamilton and Toronto and serving law firms across Ontario.  

When not leading the Inderly team, Nolan can usually be found writing and shooting independent films, playing D&D, or enjoying Toronto’s best theatre productions and concerts. 

March, 2026 | Movers and Shakers
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