The Move to Mobile

1. The Move to Mobile Kathleen Caldwell, Pine Tree Legal Assistance Abhijeet Chavan, Urban Insight Gwen Daniels, Illinois Legal Aid Online Liz Keith, Pro Bono Net 2012 TIG Conference

2. Road Map • How are clients using mobile phones? • What is a mobile strategy -- and why do you need one? • Optimizing mobile content • Mobile apps • SMS / text messaging • Q&A

3. Defining “mobile” Mobile websites – Websites with layout, content, and design optimized for browsing on mobile devices. Mobile “apps” – Downloadable applications that run on a smartphone or mobile device. SMS/text messaging – Text messages to/from a mobile phone. Limited to 160 characters. Other mobile strategies - multi-media messaging (MMS), mobile advertising, integrated voice response (IVR)

4. So long, landlines • Which state has the most cell-phone only households? • Mississippi • Iowa • California Phossil / Flickr

5. So long, landlines In 10 states, at least 30% of adults rely solely on cell phones • Mississippi • Arkansas • Colorado • Idaho • Kentucky • Nebraska • North Dakota • Oklahoma • Oregon • Texas Source: Centers for Disease Control and Prevention, Wireless Substitution, 2009

6. Cell Phone & Smartphone Adoption by Household Income What % of adults in households with incomes less than $10,000 have cell phones? 52% 66% 74% 81% What % of adults in households with incomes less than $10,000 have smartphones? 18% 21% 28% 34%

7. Cell Phone & Smartphone Adoption by Household Income What % of adults in households with incomes less than $10,000 have cell phones? c. 74% What % of adults in households with incomes less than $10,000 have smartphones? b. 21% Source: Pew Internet & American Life Project, 35% of American adults own a smartphone 2011

8. Going mobile • What % of web traffic came from mobile devices in 2011? 3% 7% 15%

9. Smartphone ownership Source: Pew Internet & American Life Project, 35% of American adults own a smartphone 2011

11. How are people using their devices? Source: Pew Internet & American Life Project, Americans and their cell phones 2011

12. How are people using their devices? Total U.S. Mobile Subscribers (Smartphone & Non-Smartphone) Ages 13+ Source: comScoreMobiLens

13. “25% of Smartphone owners are Mobile-only Users”

14. How are people using their devices? “Smartphone owners under the age of 30, non-white smartphone users, and smartphone owners with relatively low income and education levels are particularly likely to say that they mostly go online using their phone.” Source: Pew Internet & American Life Project, 35% of American adults own a smartphone 2011

15. Developing a Mobile Strategy

16. Mobile LawHelp

17. Project Background • 2011 TIG to Montana Legal Services Association, with project partners Colorado Legal Services, Northwest Justice Project and Pro Bono Net • Montana: large, rural state • 560 miles E to W, 320 miles N to S • Few private lawyers in rural areas to assist; “no” rural pro bono lawyers • MLSA: few offices and staff - 6 “offices” • MontanaLawHelp.org!

18. Partners looked at client usage of mobile devices for finding online information • Do client use mobile devices for online legal information? • What types of mobile devices are they using? Client surveys Partner staff anecdotal data Clients use smartphones to access online information

19. Partners agreed that building with a focus on smartphones was appropriate • Pro Bono Net: technological design and development • MLSA/CLS/NJP: content template development

20. Development approach • Development consistence of two pieces • The Core Web Application Delivery • The Content Delivery (example, resources and Organization from LawHelp) • In the LawHelp CMS, admins will have the option to tag and configure content for display on the mobile version • Developing mobile-specific resource templates • Available to all 27 LawHelp states after a pilot stage in MT this spring

21. Design Previews

22. Open Advocate

23. Mobile Apps

24. Why Mobile Apps? • Exponential growth in smartphone use • Opens up access to native phone features like contacts, GPS, maps apps, accelerometer, network states • Opens up another way to reach users via App stores • Depending on the app, can support offline modes

25. How We Did It • Start with content and other data in the statewide website platform • Build a mobile interface using CSS, JavaScript, and HTML5, with jQuery Mobile • Bridge the two using JSON to transfer data in and out • Use PhoneGap to connect via JavaScript to native functionality • Add PhoneAnalytics to interact with Google Analytics • Wrap in a native app wrapper • Sign and submit the app

26. Illinois Legal Aid App 60505

27. Illinois Pro Bono App

28. Legal Aid News App Uses Custom Google News feeds to create custom newspaper for legal aid news

29. Legal Aid Finder App • Allows users to find a local legal aid office by state

30. Content Considerations • Work with what you have • Simple, short is ideal for mobile

31. Content Considerations • May need to restructure existing content • A mobile app isn't the same as a mobile web site; it doesn't have to have all your content • Some formats (HotDocs) don't work on mobile • Some formats (Flash and video) require extra work to make mobile-ready

32. Tech considerations • Think about how the app integrates with other systems: Analytics, feedback, content management, website • Plan if and how you will support offline users • Plan for ongoing support • Review the app developer guidelines

33. Lessons Learned • Identify the purpose of the app, what content it will use as early in the process possible • Pay attention to the landscape-what was true when we started wasn't when we ended • There is no such thing as cross-platform apps; each platform has its quirks • Mobile devices are a lot slower than computers • Test on a real device as early as possible • Plan for the launch

34. Mobile app vs. Mobile websiteCost Comparisons

35. Volume of content vs. Specific function

36. Developer Considerations • App frameworks where HTML was 10 years ago • New versions of Android and iOS since ILAO app went on Apple shelves in October 2011 • Technology behind mobile websites much more developed and stable

37. Apps vs. WebSummary

38. Resources • http://www.phonegap.com-provides connection between JavaScript and native phone functions • http://www.jquerymobile.com-provides user interface framework • http://developer.apple.com-Apple's developer portal; $99 per year • http://www.android.com/developers-Android developer portal; $25 to publish • http://www.illinoislegalaid.org/apps • http://www.illinoisprobono.org/apps • http://itunes.apple.com/app/id482957565?mt=8 -Legal Aid News

39. CitizenshipWorks.org SMS Pilot and Mobile App

40. CitizenshipWorks.org

41. National Immigration Legal Services Directory

42. CitizenshipWorks SMS Pilot • Users can text a keyword, e.g. “CitizenshipWorks,” to a short code to subscribe. • Then text their zip and address to get info about nearest provider • Information provided will use data from the Immigration Legal Services Directory and include a link to Citizenshipworks.org • Campaign can be tied to specific outreach activities – e.g. ad on bus can use a different keyword, or a keyword in different language

43. CitizenshipWorks SMS Pilot • Ongoing messaging and segmenting can help track user’s needs and progress • Pilot is using the Mobile Commons M-Data platform (http://www.mobilecommons.com) • PBN is developing an interface between the Immigration Legal Services Directory and Mobile Commons platform to provide up-to-date data • Funded by the Knight Foundation • Launching in spring 2012 in English and Spanish in targeted cities

44. CitizenshipWorks Mobile App • Mobile application to provide access to the CitizenshipWorks Immigration Legal Services Directory and information about the naturalization process, e.g., Q&A piece to test user’s familiarity with the civics questions or practice English. • Launching mid-2012 in English and Spanish • Funded the Knight Foundation • Contact Matthew Burnett, IAN Director, to learn more: mburnett@immigrationadvocates.org

45. Resources • Pew Internet & American Life Project http://pewinternet.org • comScore Digital Omnivores, http://www.comScore.com/DigitalOmnivores • LSNTAP’s Mobile Web Guide http://lsntap.org/Mobile_Web_Developer_Intro • Mobile Active - http://www.mobileactive.org • Mobile Commons - http://www.mobilecommons.com • Technology Initiative Grants (TIG) – http://tig.lsc.gov

46. Please Submit Your Session Evaluation http://svy.mk/TIGEval from your laptop, smartphone, or tablet Session Title: The Move to Mobile: Mobile Web, Native Apps and Mobile Strategies Or Enter This Session Code: MMMW (You can also still submit a paper evaluation.)