CUSTOMER INTERVIEW
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Jaime M. Edge
Director of Library Services
Smith, Anderson, Blount, Dorsett, Mitchell & Jernigan, L.L.P.
BACKGROUND:
Founded in 1912, Smith Anderson has grown
to become the largest Research Triangle-based
business and litigation law firm and one of the
largest in North Carolina. It provides a full
range of legal services and its clients include
some of the largest financial institutions,
insurance companies, public utilities,
retailers, manufacturing, pharmaceutical and
biotechnology companies in the region and
in the nation, as well as emerging growth and
technology companies. The firm also serves
smaller businesses and individuals, as well as
trade and professional associations and their
members. The firm represents clients at every
level of the judicial system, including state and
federal trial and appellate courts. Its members
also appear regularly before state and federal
agencies and in other forums to advance the
interests of their clients and are experienced in
all forms of alternative dispute resolution.
Jaime M. Edge joined the firm in 2008 and
has in-depth knowledge and experience in
intellectual property research, specifically
patents. Prior to her law firm experience, she
worked for an online information retrieval
company headquartered in Cary, North Carolina.
Jaime has a B.A. in Sociology from the University
of North Carolina at Chapel Hill and an MLS
from North Carolina Central University. Her
professional association memberships include
the American Association of Law Libraries
(AALL), the Southeastern Chapter of the
American Association of Law Libraries (SEAALL),
and the Raleigh Area Law Librarians Association
(RALLA). She serves as Treasurer for RALLA.
How long have you been a LexisNexis® customer?
Since 2004.
During that time, have you had the opportunity to take
advantage of any of the ways in which LexisNexis supports
its customers?
Yes. I have worked with the trainers that come out and work
with our associates and summer associates and things like
that to train them. They’ve given me personal training.
How about Webinars or any other training programs?
I’ve done several of the Webinars, and Lindsay and Tammy
have come out and they’ve done on-site training here and it’s
been great.
Talk a little bit about that training. Was it about new
content? Was it about how to use LexisNexis? Or a little
bit of both?
It’s been sort of a combination of all of those things. They
came out and we reworked our contract earlier this year.
They explained what was new and how to use it—what
was actually there and what could be found by searching
databases that some of the attorneys just weren’t aware of.
The attorneys weren’t aware of what they could access online
that quickly and easily.
All of that made you feel more confident in your searching?
Yes, more confident in my searching. The attorneys also felt
comfortable knowing that they could call on them if they
have research questions. In addition to the 1-800 number,
they were glad to know that they had someone that they
knew was local that they could call as well. It just made them
feel more comfortable with the product.
CUSTOMER INTERVIEW
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MORE OF WHAT MATTERS MOST.
If you have a question on research, do you call your
local rep first or the 1-800-number? Or does it depend on
the situation?
I usually call the 1-800 number first just because I know the
local reps are out doing other things and at the 1-800 number
I’ll get faster service for an immediate question.
But if it’s something that I’m just sort of wondering about and
not in any hurry to get an answer to I’ll definitely call the
local rep. Or if I know they’re going to be here that week I’ll
just wait and talk to them about it when they’re here. But I’ve
never felt like they didn’t have time for me. I just try to be
considerate of their time on my end.
You mentioned that you do call the 1-800-number. It sounds
like you’re very comfortable doing that. Tell me a little bit
about the experience overall. How useful was the assistance
that you received?
Whenever I get off the phone with the customer service rep,
I’m always reassured that I either have an answer or what the
attorney is asking for just isn’t out there. Sometimes they’re
going to have to write a brief or something and they’re just
looking for something else that’s out there that’s in the same
vein so that they can format it to make it, you know, for us.
And I usually find that, or I know there’s nothing out there
and they’re going to have to come up with it on their own.
So I always hang up feeling confident with whatever I get
even if I don’t have an answer. So with every interaction,
they’ve just been above and beyond—they help in any way
they can.
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