ISB Self Help project, Executive summary

The Advice Services Alliance (ASA) in the United Kingdom developed and evaluated a suite of Internet-based applications, designed to support a self-help approach to resolve legal problems. The objective of the project was to explore interactive case management and the support of services through the Internet. They produced a variety of self-help materials, including a web-based interactive case recording tool called the Tracker Tool. The evaluation showed that users liked the information and interactive tool, found the materials to be simple and clear, and were interested in using them. The project highlighted a knowledge and skills gap – many people don’t know how to deal with legal problems. Self-help materials must address the real skills needed to deal with legal problems. The project showed the effectiveness of delivering self-help materials and tools via the Internet and emphasized the role of intermediaries and advisers in supporting self-representing litigants.