GLS Legal Department FAQ™

Cultivate an internal client “self-help” resource

The Problem

Your internal clients repeatedly ask the same questions.

Related challenges include:

  • your legal team is already at full capacity
  • repeat questions dilute your legal team’s strategic focus
  • the internal client is important, and you want to be responsive
  • you find yourself giving the same answers over and over
  • your junior team members cannot handle client queries
  • some questions actually require a “policy” authored response
  • your legal teams’ response to queries must be consistent
  • you have thought of a client facing “self-help” resource but have not had the time to implement

Wouldn’t it be great if you had a self-help resource comprising a list of all the questions your internal client is likely to ask, as well as answers to these questions?

The GLS Solution

The GLS Legal Department FAQ™ helps you to rapidly deploy a potent “self-help” resource that empowers your internal client with the information they need, thus keeping your legal team focused.

The GLS Legal Department FAQ™ presents a wide range of questions commonly asked of a legal team and works with you to help provide comprehensive, consistent and timely answers to these questions.

Depending on your solution tier, we can also help you define a range of questions and answers specific to your organization to create an even more tailored “self-help” resource.

The GLS Legal Department FAQ™ comes with guidance on how you can efficiently add more questions and answers moving forward so as to perpetually improve the quality of the resource.

Implementation support, including around change management, is also available to help your internal clients embrace this important transformation initiative.

The net result is a dynamic client “self-help” tool that delivers the information your internal client needs to create vital project momentum, while keeping your legal team focused on more strategic matters.

Problem solved.

Solution Deliverables

Methodical:Information is presented in an easy to follow and user friendly format
Detailed Q&A:A detailed suite of the most commonly asked questions faced by legal departments around the world - allowing you to leverage what is "known to happen" i.e. address the "80" in the 80:20 rule
Custom Formulation:The development of customized questions that are specific to your organization, i.e. the "20" in the 80:20 rule.
In-House Specific:Questions have been prepared by a team of former in-house lawyers, with countless years of experience - allowing you instant access to the questions that are likely raised in your own organization
Plain English:All Q&As are provided in plain English to make things easy to understand for less sophisticated internal users 
Intranet Ready:The tool is delivered in a way that allows for its swift incorporation into an HTML format should you wish to add it to your intranet
Update Schedule:Solution includes a guidance protocol on how to maintain & improve the "self help" resource
Implementation Support:Guidance on essential change management principles to help drive internal support for the depoloyment of this "self help" resource
Intuitive Structure:Questions are organised by category to allow internal users to find the answers they need more efficiently
Chat Bot Ready:For advanced IHLs who are considering deploying Legal Team Chat Bots, our Q&A structure greatly enhances the speed of Chat Bot deployment.
My Resources:Your FAQ will be saved into your own work-space (see "My Resources" above), available 24/7/365

Solution SLA Options and US$ Pricing

Column oneColumn twoColumn threeColumn fourColumn five
Standard Questions 20303030
Customised Questions & Answers1020
Implementation Support2hrs4hrs

Pricing Comparison

We deliver a perpetually performing productivity resource. What does $999 get you from your current legal service provider?

Big Law ReviewUS RateGLS CostMinutes
Partner$850$9991h 10m
Senior Associate$640$9991h 33m
Blended$520$9991h 55m
Associate$480$9992h 05m
Junior Associate$420$9992h 22m

GLS RPLV Legal Operations Score

This solution’s GLS RPLV impact score:

Resource Status: Specialist Repeater Formative
Ease of Implementation: Complex Average Easy
Value Demonstration/Visibility: Low Medium High
Productivity Leverage Profile: Low Medium High
IHL Line Optimisation: Single Multiple All Lines

IHL Critical Function Optimisation Targets

This solution enhances performance across the following critical in-house functions:

In-House Legal: Critical Functions / Processes

General Counsel



Human Capital

Legal Operations


Internal Client

Legal Tech

Managed Service

Data Analytics

Service Provider


Co. Sec.



GLS has identified 15 critical in-house processes/functions that are present in every world-class legal department. To learn what these functions are, their composition and how they interrelate to deliver efficient legal team performance outcomes - visit here.



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