The Perseverance Paradox: Why You Should Never Give Up on Marketing Your Mediation Practice, No Matter the Results

In the fast-paced world of business, it's easy to get discouraged when your marketing efforts don't yield immediate, stellar results. It's tempting to throw in the towel and consider cutting back on marketing expenditures and efforts. However, that could be a costly mistake. Here's why it's crucial to never give up on marketing, regardless of the initial outcomes.

Building Brand Awareness Takes Time: Marketing your practice isn't just about getting a new client today; it's about creating a lasting presence in the minds of your potential clients. Consistent marketing efforts, even if they don't lead to an immediate influx of customers, help build brand awareness. Over time, people will start recognizing your name and associating it with your practice. When they're ready to make a purchase, your brand will be the one they think of first.

Your Brand awareness is the extent to which clients and prospective clients are familiar with the distinctive qualities or image of your practice and its services. Find the mediums your prospective clients prefer and communicate your brand message regularly and persistently.

“…branding is your fundamental  promise of whom you serve, how you make them feel and what’s different about how you deliver. Marketing is how you get this message out there once you have defined it” TWIST: How Fresh Perspectives Build Breakthrough Brands by Julie Cottineau

Fostering Trust and Credibility: Trust is a precious commodity in any business, but that’s especially true for attorneys, mediators, and arbitrators.  Consistent marketing demonstrates your commitment to your audience and your industry. Even if your initial marketing efforts don't bring in hordes of clients, they do show that you're here to stay. Trust is built over time, and maintaining your marketing efforts is a way to signal your reliability.

Trust is the cornerstone of business.  It’s the basis of every human relationship, every interaction, every communication, every initiative, every work project and even any strategic imperative you need to accomplish.  The best way to build trust with prospective clients is build relationships.  This why networking is so key to building a practice.

“Trust isn’t what we do; it is what results from what we do.”  Richard Fagerlin

Adapting and Learning: Marketing is not a one-size-fits-all endeavor. When you persist in your marketing efforts, you give yourself the opportunity to learn from what works and what doesn't. Every practice development activity provides valuable data and insights. By continually refining your strategies based on these insights, you can gradually improve your marketing ROI (Return on Investment).

Read business and marketing books, listen to business and marketing podcasts, watch business and marketing videos, take business and marketing courses – never stop learning, adapting, and listening to what your clients and prospective clients need from you.

“One learns from books and example only that certain things can be done. Actual learning requires that you do those things.” — Frank Herbert

Staying Ahead of the Competition: In the resolution industries, your competitors are also investing in marketing. If you decide to scale back or stop altogether, you risk falling behind. Consistent marketing helps you maintain a competitive edge. When others reduce their efforts, your brand remains visible, potentially allowing you to capture a larger market share.

Do a quick competitor analysis.  A quick search on LinkedIn or Google will let you see your actual or perceived competition.  You’ll be able to see their branding, their marketing messages, their target markets, their geographical markers, their pricing, and their market position.  Take notes, then capitalize on what makes your practice different and better.

“Do not overestimate the competition and underestimate yourself. You are better than you think.”

— Tim Ferriss

Embracing the Long Game: Marketing is not a sprint; it's a marathon. Sometimes, it takes time for your efforts to bear fruit. By committing to the long game and persisting through initial challenges, you position yourself for success in the future. Patience and perseverance are often rewarded in the world of marketing.

Create a year-at-a-glance calendar on a spreadsheet and note what and when you’ll be creating and delivery on all your marketing tasks.  Your spreadsheet should include attending events for networking, posting on social media, speaking publicly, releasing articles, offering trainings, updating  your website, sending email campaigns, recording videos or podcasts, etc.  This will be your map.  Once you’ve got the big picture, you can start creating the task lists for each event. 

Patience and persistence are the keys... The keys to unlock doors of success... With these two virtues, you grow in reasoning and experience. ~ Ogwo David Emenike

Adapting to Changing Markets: Industries evolve, consumer behaviors change, and new trends emerge.  Some examples are the necessary adoption of online mediation and arbitration, the use of podcasts and video, and the expectation of our clients to be present on social media. If you give up on marketing, you risk missing out on these shifts and opportunities. Consistent marketing allows you to adapt to changing market conditions and capitalize on new avenues for growth.

“I can't change the direction of the wind, but I can adjust my sails to always reach my destination.” -Jimmy Dean

Marketing your practice is a journey filled with twists and turns. While it's natural to feel discouraged by slow or seemingly lackluster results, giving up on marketing prematurely can be detrimental to your business. By persevering through challenges, you can build brand awareness, foster trust, adapt and learn, stay ahead of the competition, and position yourself for long-term success. So, keep those marketing efforts alive and remember that sometimes the greatest rewards come to those who stay the course.  And very importantly, once you’ve attained marketing success – don’t stop there.  Keep going.  If you stop your practice development activities assuming that ‘you’ve made it’, you’ll soon see a drop in cases.  Don’t stop at success.  Keep going.  Keep going.  Keep going.

From Invisible to Unmissable: The Art of Crafting Social Media Headlines That Pop

Your social media profile is a vital first touchpoint for potential clients across various platforms. Whether you're on LinkedIn, Instagram, Facebook, or TikTok, or X, a well-crafted profile helps you stand out from all the other neutrals and makes an immediate impact. The secret to this lies in creating a compelling headline and ensuring that your profile reflects credibility, professionalism, and value.

Let’s explore how to craft an effective headline that draws in clients and how to make your profile leave a lasting, professional impression across all platforms.

Crafting the Perfect Headline: Attract the Right Clients on Any Platform

Your headline or bio should go beyond a job title; it’s your chance to convey the value you bring and the unique solutions you provide. Think of it as your “elevator pitch” with a very limited character count, depending on the platform. Aim to be clear, engaging, and informative so visitors immediately understand how you can help them.

Here’s how to make your headline work for you across all social media channels:

1. Focus on Value, Not Just Job Titles
   While job titles explain your role, they don’t necessarily convey the benefits you offer. Instead of just listing your role, use your headline or bio to communicate the value you deliver.

• Before: “Mediator and Conflict Resolution Specialist”

• After: “Helping Businesses Resolve Conflict and Restore Productivity with Expert Mediation”

The second example highlights the benefits clients receive from working with you.

1. Tailor Your Headline to Your Ideal Client
   Every platform has its audience. When you tailor your headline or bio to resonate with the people you aim to attract, you’ll connect more effectively. If you specialize in a particular field, make that clear.

For example, if you specialize in family mediation, your bio could be: “Supporting Families in Transition with Empathetic and Effective Mediation.” This speaks directly to those seeking family-focused mediation services.

1. Incorporate Keywords for Search Visibility
   Many social platforms function as search engines. By including relevant keywords in your bio, you increase your profile's visibility. Consider what terms your target clients would search for and integrate them seamlessly.

• For example, a mediator might use terms like “family mediation,” “conflict resolution,” or “dispute resolution expert” to increase the likelihood of appearing in search results.

Making a Strong First Impression on Social Media: What Your Profile Says About You

Once your headline catches someone’s eye, the rest of your profile needs to support their initial interest. Social media profiles are visual, so the first impressions are often based on your profile picture and the key sections that follow, such as the bio, featured sections, and posts.

Key Tips for a Lasting First Impression:

1. Profile Picture: Credibility and Approachability
   Your profile picture is the first thing visitors see. A high-quality, professional photo increases engagement across all platforms.

• Tip: Choose a clear headshot with a neutral background. Aim for a friendly, approachable expression that reflects your personal brand. Avoid casual photos that could detract from your professionalism.

2. Bio or Summary: Telling Your Story
   The bio section is your opportunity to share your story—who you are, what you do, and how you serve your target audience.

• A compelling bio should:

• Highlight key skills and achievements.

• Emphasize how you add value to clients.

• Include a call to action, like “Let’s connect” or “Reach out to explore how I can support your goals.”

For example: “Experienced Mediator helping clients find peaceful solutions and improve relationships. Let’s connect and see how mediation can bring clarity to your situation.”

1. Showcase Your Expertise with Evidence
   Many platforms allow you to highlight key achievements or case studies. Use these features to display testimonials, successful outcomes, or content that reinforces your expertise.

• For instance, you could feature client testimonials on Instagram Stories, share articles you’ve written on LinkedIn, or pin relevant posts to the top of your Facebook profile.

Consistency is Key: Keep Your Profiles Cohesive

An optimized social media presence feels polished and consistent across all platforms. Inconsistencies—like outdated summaries, mismatched bios, or different titles—can create confusion and reduce trust. Ensure every platform reflects your current role and speaks directly to your target audience.

Conclusion: The Power of a Strong Social Media Presence

Mastering your social media profiles across platforms is essential for professional success. By crafting a headline that showcases your unique value and ensuring your profiles make a strong first impression, you’ll attract the right clients and create opportunities for meaningful connections. Keep each profile optimized, consistent, and client-focused to drive engagement and business growth across all social channels.

How to Create Engaging FAQ Videos for Your Mediation or Arbitration Practice

Videos are an excellent way to connect with both current clients and potential clients in the mediation and arbitration field. According to recent studies, people spend nearly one-third of their time online watching videos. Moreover, over half a billion people watch videos on platforms like Facebook every day. For mediators and arbitrators, FAQ videos are particularly powerful because they address the specific questions and concerns that clients and leads typically have. By directly answering these questions, you build trust and demonstrate your expertise.

So, how can you create effective FAQ videos that resonate with your audience and help convert leads into clients? Here’s a simple guide tailored specifically for professionals in mediation and arbitration.

Option 1: Hire a Professional Crew

You could choose to outsource the entire process by hiring a professional film crew. They can handle everything from setting up the lighting to shooting and editing the footage. This is a great option if you prefer a polished, high-quality video. Many mediation and arbitration professionals opt for this approach to ensure their videos reflect the seriousness and professionalism of their practice.

However, this level of production is not necessary for success. Many clients appreciate a more personal, authentic approach, which brings us to the second option.

Option 2: DIY – Create Your Own FAQ Videos in Three Simple Steps

If you’d rather create the videos yourself, you can do so easily with just a few basic tools and a bit of preparation. Here’s how:

1. Gather Your Equipment

For equipment, all you really need is your smartphone. Today’s smartphones have excellent video capabilities, and a simple, authentic video can go a long way in building rapport with your audience. The informal nature of a selfie video, even with its occasional imperfections, can make you appear more approachable and genuine—qualities that are incredibly important in mediation and arbitration.

However, if you want to take it up a notch, consider purchasing a smartphone tripod and a clip-on microphone. These inexpensive tools can improve the stability and sound quality of your videos, giving them a slightly more professional touch without losing that personal feel.

2. Press ‘Record’

It’s as simple as pressing record! Before you start, think of one or two common questions your clients ask. For example, “What should I expect during my first mediation session?” or “How does arbitration differ from going to court?”

We recommend speaking off-the-cuff rather than scripting your answers. Scripting can make you seem stiff and less relatable. Instead, imagine that a potential client has just asked you the question, and respond naturally, as you would in a face-to-face conversation. Don’t worry about making mistakes or having to do multiple takes—these videos should feel real and down-to-earth. Aim for videos that are 30 seconds to two minutes long.

3. Edit (or Don’t)

Once you’ve finished filming, you can upload the video directly to your website, YouTube channel, or social media platforms. There’s no need to edit the video unless you really want to. If you do feel like adding some graphics or text overlays, you can use a free video editing app like iMovie (for Apple users) or InShot (for both Android and Apple users).

Remember, the simplicity of your video is often what makes it effective. The goal is to connect with your audience and answer their questions in a way that builds trust and demonstrates your expertise.

Examples of FAQ Topics for Mediators and Arbitrators:

• Mediation FAQ Video Topics:

• “How do I prepare for my first mediation session?”

• “What happens if we can’t reach an agreement during mediation?”

• “How long does a typical mediation session last?”

• “Is mediation confidential?”

• Arbitration FAQ Video Topics:

• “What is the role of an arbitrator?”

• “How is arbitration different from a court trial?”

• “What should I bring to an arbitration hearing?”

• “Can arbitration decisions be appealed?”

Conclusion: Keep It Simple and Authentic

Whether you choose to film these videos yourself or hire a professional team, the key to successful FAQ videos is authenticity. Your clients want to see the real you—someone who is knowledgeable, approachable, and ready to help them through their mediation or arbitration process.

If this sounds overwhelming, remember that help is available. Should you prefer a more polished, professional video, consider reaching out to a service provider who can handle the filming and editing for you. In just a few hours, you can create a suite of FAQ videos that will serve your clients and grow your practice for years to come.

Enhancing Public Speaking for Mediators: 9 Secrets from Talk Like TED

As mediators, the ability to communicate effectively is essential not only during mediations but also when speaking in public. Whether it’s a workshop, a community event, or a training session, powerful public speaking can set you apart and deepen your credibility. The book Talk Like TED by Carmine Gallo, which explores techniques of top TED speakers, offers invaluable insights that mediators can apply to enhance their public speaking and impact. Here’s how you can use Gallo’s nine “secrets” to captivate and engage your audience.

1. Unleash the Master Within

In mediation, passion for helping people resolve conflicts is at the heart of your work. When presenting, let this passion shine through. Speak from your experiences and share what motivates you. An audience is drawn to a speaker who is visibly engaged and genuinely enthusiastic. Think about what inspired you to become a mediator, the satisfaction of helping parties reach understanding, and communicate that drive with your audience.

2. Master the Art of Storytelling

Storytelling is a powerful tool for mediators. Use stories to illustrate the power of mediation, share successful outcomes (while respecting confidentiality), or demonstrate how transformative the mediation process can be. Whether it’s a personal story, a real-world example, or a hypothetical scenario, stories provide relatable context that can help your audience connect with the concepts and humanize the mediation process.

3. Have a Conversation

Public speaking doesn’t have to be stiff or overly formal. Treat it like a conversation rather than a lecture. Maintain a relaxed and approachable tone as if you were speaking to an individual rather than a large audience. This technique builds trust and makes complex ideas about conflict resolution and mediation feel accessible and relevant.

4. Teach Me Something New

Offer insights that challenge your audience’s assumptions about conflict, negotiation, and mediation. For instance, you might share surprising data about the effectiveness of mediation or the benefits of collaborative solutions over litigation. When you teach something unexpected, it captures attention and opens minds to the possibilities of mediation in a fresh way.

5. Deliver Jaw-Dropping Moments

Sometimes a surprising statistic or an unexpected example can leave a lasting impression. For instance, you might share a compelling success story that highlights how mediation turned a potentially costly legal battle into a win-win situation. Create moments in your presentation that make people sit up and take notice, helping them remember the value of mediation long after your talk ends.

6. Lighten Up

A touch of humor can make your message more relatable. It’s okay to share light-hearted anecdotes or humorous insights about common challenges in mediation—everyone can relate to the complexity of human conflict. Humor helps diffuse tension, especially when dealing with a topic like conflict resolution, making your audience more open to your message.

7. Stick to the 18-Minute Rule

TED talks are famous for their 18-minute length, which keeps audiences engaged without overwhelming them. Mediators can apply this principle by distilling complex ideas into short, impactful presentations. Focus on one or two key messages that you want your audience to take away, keeping the content concise and engaging.

8. Paint a Mental Picture with Multisensory Experiences

Help your audience “see” and “feel” the value of mediation by using descriptive language and visuals. For example, show a simple before-and-after chart comparing the cost and emotional impact of litigation versus mediation. Using visuals, anecdotes, and even hypothetical scenarios can make the mediation process feel more tangible and accessible.

9. Stay in Your Lane

Authenticity is one of the most powerful tools a mediator can wield. Speak in a way that is true to you and your personal style. If you’re naturally analytical, don’t feel pressured to add unnecessary embellishments—your credibility will come from your expertise. By staying true to who you are, you’ll build trust and show that you’re genuinely committed to the mediation process.

Incorporating these Talk Like TED techniques will help you communicate the unique value of mediation with clarity, energy, and authenticity. By sharing your passion, stories, insights, and true self with your audience, you’ll not only become a more engaging speaker but also foster a deeper appreciation for mediation’s impact.

Navigating Stress with Productive Marketing: Tips for Mediators to Strengthen Their Practice

In challenging times, finding ways to manage stress and maintain focus is essential for both mental well-being and professional growth. According to the Centers for Disease Control and Prevention (CDC), taking breaks from relentless news coverage and redirecting your energy toward productive activities can significantly reduce stress and anxiety.

At Marketing Resolution, we understand the unique pressures faced by mediators and are here to help you optimize your practice. While prioritizing client outreach and ensuring their well-being remains crucial, dedicating time to strategic marketing can provide a valuable mental break while positioning your practice for growth. Here’s how you can make the most of this time:

1. Review and Refresh Your Online Presence

Your digital footprint is often the first touchpoint for potential clients and referral sources. Take this time to conduct an in-depth review of your online profiles:

• LinkedIn Profile: Ensure your LinkedIn profile accurately reflects your experience, achievements, and the specific services you offer. Update your headline and summary to showcase your unique value proposition.

• Website and Professional Bio: Is your website content up-to-date and aligned with your current practice focus? Update your bio to include recent successes, training, or awards that set you apart in the mediation field.

• Differentiators: Clearly communicate what makes your services unique. Whether it’s your approach, niche expertise, or client experience, highlight these factors to create a compelling narrative for visitors.

2. Perfect Your Pitch

Missed opportunities and postponed meetings don’t need to be setbacks. Use this time to strengthen your pitch for future client interactions:

• Refine Your Message: Review and enhance the core message you present to potential clients. Make sure it aligns with your target audience's needs and demonstrates your expertise.

• Practice Makes Perfect: Rehearse your pitch with a colleague, mentor, or coach. A polished delivery can make a significant impact when meetings resume.

• Stay Prepared: Conduct additional research on trends affecting your clients’ industries. Showing that you understand their challenges will position you as a trusted and knowledgeable mediator.

3. Write and Share Insightful Content

Creating content isn’t just a marketing tool; it’s a way to engage your mind with positive, productive work:

• Write an Article: Pick a topic relevant to your expertise or that has sparked recent interest in the mediation community. A thoughtful article can serve as a resource for your colleagues and reinforce your authority in your field.

• Share with Your Network: Don’t keep your insights to yourself. Distribute your article through social media channels, your website, or via email to colleagues and clients. Not only does this foster connection, but it also supports others who might appreciate a break from the news cycle.

4. Invest in Learning New Skills

This period is perfect for building new skills that will enhance your practice’s visibility and efficiency:

• Explore Marketing Techniques: Whether you’ve been wanting to learn how to craft engaging email campaigns or run social media ads, now is the time to dive in. Research best practices, watch tutorials, or register for webinars on topics that interest you.

• Adopt New Tools: Platforms and tools that enhance communication and client engagement are constantly evolving. Familiarize yourself with trending marketing software or client management systems that can streamline your workflow.

5. Connect and Support

Beyond marketing, stay connected with your network and be a supportive resource. If you know clients or peers who are facing unique challenges, such as employment concerns, consider referring them to trusted professionals within your network.

Prioritizing Self-Care

While focusing on marketing and professional development, remember to take care of your mental health. For guidance on managing stress, visit the CDC’s dedicated page on alleviating stress and anxiety: CDC Managing Stress and Anxiety.

Marketing Resolution is committed to helping mediators not only build their practices but also navigate the complexities of today’s world with resilience and strategic growth. Stay proactive, stay connected, and take this time to fortify your practice for the future.

How Mediators Can Utilize Video Content For Practice Development

In today's digital era, video marketing is taking center stage in many businesses’ marketing strategies, and mediation should be no exception. Today’s video discusses the rise of video marketing and its significance in promoting your mediation practice, as well as how to create and record quality videos.  Stay to end of the video to learn what equipment, apps, and platforms I use.

The Rise of Video Marketing

In today's fast-paced and highly visual digital era, video marketing has become a powerful tool that businesses across various industries are leveraging to effectively communicate their brand and offerings. Mediation, as a profession, can greatly benefit from the rise of video marketing. Videos offer a dynamic and engaging medium to showcase the mediation process, share client testimonials, and create compelling content that resonates with potential clients. So let’s explore the growing importance of video marketing and its significance in promoting and enhancing the visibility of your mediation practice.

One of the key advantages of video marketing is its ability to captivate and connect with audiences on an emotional level. Videos have the power to convey your mediation practice's essence, values, and unique selling proposition in a way that text or static images may struggle to achieve. By utilizing visual and auditory elements, such as visuals, music, voiceovers, and storytelling techniques, videos can create an immersive experience that leaves a lasting impression on viewers. Whether it's a promotional video showcasing the benefits of mediation or a client testimonial video highlighting successful outcomes, videos allow you to communicate your brand's personality, build trust, and evoke emotions that resonate with your target audience. 

Videos offer a versatile platform for showcasing the mediation process itself. You can create educational videos that explain various mediation techniques, walk through the steps involved in a mediation session, or provide insights into the benefits of mediation for different types of conflicts. These videos not only educate and inform potential clients but also position you as an authority and expert in the field. By demonstrating your expertise and showcasing your mediation skills, videos help establish credibility and build confidence in your practice, increasing the likelihood of attracting potential clients who are seeking reliable and experienced mediators.

Client testimonials are another powerful way to leverage video marketing in the mediation profession. Videos featuring satisfied clients sharing their positive experiences and successful outcomes can have a profound impact on prospective clients. Testimonial videos create social proof, validating the effectiveness of your mediation services and instilling confidence in potential clients. These videos humanize the mediation process and allow viewers to relate to the experiences and outcomes shared by previous clients, fostering trust and reinforcing your reputation as a trusted mediator.

Video marketing offers numerous distribution channels and platforms to reach a wider audience. With the prevalence of social media platforms, such as YouTube, Facebook, Instagram, and LinkedIn, video content can be easily shared, liked, commented on, and maybe, even go viral, significantly amplifying your reach and brand visibility. Additionally, video content can be embedded on your website, shared via email newsletters, or utilized in online advertising campaigns to target specific demographics or geographic regions. The accessibility and shareability of videos enable you to connect with potential clients who may not have otherwise been reached through traditional marketing efforts.

While the concept of video marketing may seem daunting to some, this section provides practical guidance on how to create compelling and effective videos for your mediation practice. It covers aspects such as video production techniques, storytelling strategies, scriptwriting tips, and editing tools. It also emphasizes the importance of maintaining professionalism and authenticity in your videos, ensuring that they align with your brand identity and resonate with your target audience.

Video marketing has emerged as a powerful tool in today's digital landscape, and mediation professionals should embrace its potential. By effectively utilizing video marketing, mediators can create engaging and memorable content, establish credibility, and expand their reach to attract potential clients who are seeking effective and trustworthy mediation services.

So How Do You Create High-Quality Videos

Creating high-quality videos is not just about having the best camera equipment. It involves outlining and scripting, presenting, editing, and promoting the videos effectively. So here are some practical tips for creating high-quality videos that resonate with your audience, even on a limited budget.

Tips for Creating High-Quality Videos

Plan and loosely script your videos: Before hitting the record button, invest time in planning and loosely scripting your videos. Clearly define your video's purpose, message, and target audience. Outline the key points you want to cover and craft a compelling script that effectively communicates your ideas. Structuring your videos in a logical and organized manner will enhance the clarity and coherence of your message.

Pay attention to lighting and sound: Lighting and sound quality greatly impact the overall video quality. Natural lighting is ideal whenever possible, but if shooting indoors, ensure that the lighting is even and consistent. Avoid harsh shadows or overly bright spots. Consider investing in affordable lighting equipment or using reflectors to achieve optimal lighting conditions. Similarly, pay attention to audio quality by using a good-quality microphone to ensure clear and crisp sound. Minimize background noise and test the audio levels before recording.

Choose appropriate filming locations: Select appropriate filming locations that are visually appealing and relevant to the content of your video. Consider the background and ensure it is free from distractions or clutter. A clean, well-organized background will help maintain viewer focus on the main subject of the video.

Practice and rehearse: Practice and rehearse your presentation before recording. This will help you feel more confident, appear more natural on camera, and deliver your message effectively. Pay attention to your body language, tone of voice, and facial expressions. Rehearsing will also help you identify areas where improvements can be made, ensuring a smoother recording process.

Edit for clarity and conciseness: Editing plays a crucial role in creating high-quality videos. Trim any unnecessary footage, remove mistakes or pauses, and ensure a smooth flow of content. Keep your videos concise and focused, as attention spans are generally shorter in the digital age. Consider adding captions or subtitles to make your videos more accessible and engaging.

Maintain professionalism and authenticity: While creating high-quality videos, it is essential to maintain professionalism and authenticity. Be yourself and let your personality shine through. Speak clearly, with confidence, and in a conversational tone. Authenticity helps build trust with your audience, making your videos more relatable and engaging.

Promote your videos strategically: Creating high-quality videos is only half the battle. Promoting your videos effectively is equally important. Consider utilizing social media platforms, your website, or email newsletters to share and promote your videos. Engage with your audience by responding to comments and encouraging them to share your videos with others. Collaboration with other professionals, guest appearances on relevant podcasts, or leveraging partnerships can also help expand the reach of your videos.

Embrace creativity within your budget: While professional video production equipment can be costly, it is possible to create high-quality videos even on a limited budget. Explore affordable or free video editing software, utilize smartphone cameras with good video capabilities, and experiment with creative solutions to enhance the visual and production quality of your videos. Focus on delivering valuable content and engaging storytelling, as these elements can greatly compensate for any technical limitations.

And now, as promised, let me tell you what equipment, apps, and platforms I use.

I use my laptop, not my phone or ipad.  On my PC there is a free app called ClipChamp.  This is the editing software that I use for myself and my clients.  For lighting I use an all-in-one camera/microphone/light that I bought on Amazon for less than $30.  It’s called MOVO and mounts to the screen on top of my PC.  To record videos you can use ClipChamp, Zoom, Canva, Restream or any of the hundreds of other video recording platforms.  If I’m live, I use LinkedIn Live (just activiate the Creator Mode on your profile and you can too).  To go live on LinkedIn, you’ll a need a 3rd party restreaming app.  For this service, I pay for a subscription on Restream.io.  It lets me record my videos or, go live on to more than 30 different social media channels.  I can also create the backgrounds, chyrons, titles, subtitles, and schedule the release of uploaded videos.  To go live on YouTube, I can just use my YouTube channel software.  The same is true for Twitter. To create thumbnails or graphics, I use Canva.com.

To wrap up, creating high-quality videos for your mediation practice involves careful planning, scripting, presenting, editing, and strategic promotion. By following these practical tips, even with limited resources or a modest budget, you can create videos that resonate with your audience, effectively communicate your message, and enhance the overall quality and impact of your video content while getting the word out about you, your practice, your brand, and your authentic passion for what you do.

Stuck in the Mud—A Lesson on Traction, Teamwork, and Progress

I want to start by sharing a quick story from my morning, which, interestingly enough, mirrors the challenges many of us face in promoting our mediation practices.

My husband and I spent the early hours digging his heavy truck out of the mud. He was preparing for a new job in Paris this week, and his truck was loaded with all the equipment he needed. But in Normandy, as you probably know, it rains—a lot. And this morning was no exception. His truck sank deep into the mud, and when hard he pressed the gas pedal, the front tires of that 2-ton truck just spun, kicking up wet muck but going nowhere.

Now, here’s the thing—my husband is amazing. Not only is he incredibly hardworking, but he’s also my partner in everything we do. We support each other through every challenge, and we always find a way to have fun, even in the messiest situations—like this morning. Whether we’re solving big life problems or just figuring out how to get a truck unstuck from the mud, we’re always a team.

What was the problem? truck had all the power and all the right equipment but no grip. The tires were spinning in place. So we needed friction, something to create a bit of traction. With a little elbow grease, we found dry, gritty dirt in the barn and laid down a few thick boards under the tires. It was a simple fix, but it worked like magic. The truck finally moved out of the mud, and we were on our way.

So what does this story have to do with marketing a mediation practice?

It wasn’t just the friction of dirt and wooden boards that helped; it was us working together. One of us spread the dirt and placed the boards, while the other got behind the wheel. It was teamwork that ultimately moved the truck forward.

The same is true for promoting your mediation practice. You can be fully equipped, but without the right support—whether that’s from another person, a consultant, or even technology—you might struggle to gain traction. You don’t have to do this alone. Sometimes, it takes teamwork and collaboration to get unstuck and move forward.

Feeling Stuck: A Common Struggle for Mediators

I get a lot of calls, conversations in consultations, and emails from mediators who feel exactly like that truck—stuck in the mud. They’re working hard, attending networking events, building websites, and sending out emails, but despite all this, they aren’t seeing the growth they expected. They tell me, "I’m putting in the effort, but I feel like I’m spinning my wheels."

Sound familiar?

You’re not alone. Many mediators find it challenging to develop their practice in a way that creates sustainable growth. Often, the problem isn’t that you’re not trying hard enough—it’s that your efforts aren’t focused in the right areas, or you’re lacking the "friction" that helps you gain traction. And more often than not, the missing ingredient is teamwork—partnering with the right people or tools to help get you where you need to go.

The Mud of Mediator Marketing: Common Pitfalls

Many of us find ourselves in a similar situation when it comes to promoting our practice. Here are a few common pitfalls that lead to "spinning your wheels":

1. Not knowing where to start – You have the skills but feel overwhelmed by the number of marketing options.

2. Lack of focus – Trying to be everywhere at once, whether it’s on every social media platform, networking with everyone, or offering every type of mediation service.

3. Relying on outdated or ineffective strategies – Maybe you've been using the same marketing tactics for years, but the landscape has shifted.

Without the right friction and, often, the right help, none of these efforts gain real traction. But with a few focused, simple tools—our dry dirt, wooden boards, and some teamwork—you can start seeing real movement.

Creating Friction: Three Key Areas for Marketing Traction

So, let’s talk about what "friction" looks like for mediators, and how you can use it to stop spinning your wheels. And importantly, how you can leverage teamwork—whether with another person or through technology—to make that friction even more effective.

1. Networking: Your Gritty Dirt

Just like that dry, gritty dirt gave the tires something to grab onto, targeted networking gives your practice something to grip. But networking doesn’t have to be done alone. Partnering with colleagues, mentors, or even consultants can open new doors and provide valuable introductions.

How to do it:

• Start by identifying your niche or target market. Are you focusing on family mediation, workplace disputes, or something else?

• Then, focus your networking efforts on those communities. This could mean attending industry-specific events, joining online forums, or even getting involved in local organizations that have connections to your niche.

• For example, if you specialize in family mediation, consider speaking at local parenting or school events. Build relationships with divorce attorneys who might need your services for their clients.

• Teamwork angle: Networking is amplified when you collaborate. Attend events with a colleague or mentor who can introduce you to the right people, or share leads with others to create a referral network.

1. Branding: Your Wooden Board

Branding is the solid board that gives your practice support. Without it, your message can get lost in the mud. It’s the foundation that defines who you are, what you offer, and why people should come to you. And like with networking, you don’t have to build your brand alone—bringing in experts, whether marketing consultants or graphic designers, can strengthen your efforts.

How to do it:

• A strong, clear brand starts with knowing your value proposition. What makes your practice different from others? Is it your experience in high-stakes negotiations, your calm approach, or your ability to solve complex family dynamics? Define that clearly.

• Make sure your online presence—your website, social media profiles, and any materials—reflects that value proposition. Ensure consistency across all platforms so people immediately recognize your practice.

• Example: A mediator specializing in workplace conflicts could brand themselves as "the go-to resource for resolving high-tension workplace disputes without litigation."

• Teamwork angle: Consider collaborating with a marketing consultant or a digital strategist to help define and execute your branding strategy.

1. Content: The Ongoing Traction

Just like the tires need continuous friction to keep moving, you need to consistently engage your audience to keep building momentum. This is where content comes in—whether it's articles, blog posts, videos, or podcasts. And again, technology can be your teammate here, making content creation and distribution easier and more effective.

How to do it:

• Create content that speaks to your target audience’s needs and concerns. For example, if you focus on eldercare mediation, write articles about how families can navigate difficult conversations around elderly care.

• Share real stories of how mediation has helped, with permission, to build trust and demonstrate your expertise.

• And don’t be afraid to repurpose content—an article can become a video, a social media post, and even a short email newsletter.

• Teamwork angle: Use technology tools like AI-driven content generators or scheduling platforms to automate some of your content creation and distribution, allowing you to reach more people efficiently.

Elbow Grease, Tenacity, and Teamwork: The Unsung Heroes

Now, let’s talk about the unsung heroes of that morning: elbow grease, tenacity, and teamwork.

While friction helped create traction, it didn’t happen without effort. We had to dig the truck out, spread the dirt, and strategically place the boards. And, we had to try more than once. The first few attempts didn’t work right away, but we didn’t give up.

Marketing your mediation practice is the same. You can have all the right tools—networking, branding, and content—but without consistent effort and the tenacity to keep trying, progress will be slow. The key is to apply that effort strategically, focusing on what works and doubling down on it.

And don’t forget, just like neither I nor my husband could dig the truck out alone, you don’t have to go through this process alone. Whether it’s a colleague, a consultant, or a tech tool, teamwork can make the difference between spinning your wheels and moving forward.

Which reminds me … Acknowledging My Teammates: The People the cups and the Pup Who Help Me Move Forward

Before I wrap up, I want to take a moment to thank the incredible teammates I have, who support me in different ways and help me keep moving forward.

First, I’d like to thank Jeff Kichaven and Jean Lawler, who work alongside me on the Will Work For Food project. Every week, we bring together presenters who generously share their stories and knowledge with the ADR community, all while encouraging donations to food banks. It's an inspiring project, and I'm so grateful for the people I work with and the people who work with me.

I also want to give a shout-out to Mr. Bischoff, who didn’t just look at my website but took the time to read it carefully. And, in doing so, he kindly pointed out a typo I hadn’t noticed. His attention to detail and generosity in letting me know is just another reminder of how we’re all part of a larger team, helping each other improve.

Of course, I can’t forget my cups of coffee, which have kept me fueled through countless hours of work, and my wonderful dog, who never fails to remind me to take a break, step away from my desk, and enjoy a walk in the rain and mud. She’s an essential part of my team, making sure I take time to recharge.

Getting Unstuck and Moving Forward with Teamwork

Just like we did with the truck this morning, sometimes it takes simple but smart steps to move forward. By laying down the right kind of friction—through focused networking, clear branding, and consistent content—and adding in the elbow grease of persistent effort, you’ll stop spinning your wheels and start gaining real traction in your practice.

And don’t forget the power of teamwork. Whether it’s collaborating with a colleague, hiring a consultant, or leveraging technology, you don’t have to do it alone. Just like my husband and I worked together to free the truck, having the right support can make all the difference in moving your practice forward.

Although we were muddy, sweaty, and breathing heavily by the time we finally got the truck unstuck, the sense of satisfaction when he pulled out onto the road was worth every bit of effort. That’s what you can expect when you combine the right tools, persistence, and teamwork in building your mediation practice—the rewarding sense of accomplishment when you finally gain the momentum you’ve been working toward.

How Effective Website Imagery Can Boost Engagement for Mediators

The images on your mediation website can be just as important as the words. Visuals play a critical role in attracting and engaging visitors, making your content easier to digest, and ultimately driving more inquiries. Whether you're using photos, infographics, or charts, the right imagery can enhance user experience and increase the likelihood of converting website visitors into clients.

Let's explore how visuals can benefit your mediation practice and offer key strategies to maximize their impact on your site.

Why Images Matter on Mediation Websites

It's no secret that people are visual by nature. Studies have shown that content with relevant images is 94% more likely to be viewed than text-only material . For mediators, using images strategically can help establish credibility, build trust, and encourage potential clients to explore your services.

The importance of images in user engagement can be explained in three main ways:

1. Speed of Information Processing – The human brain processes visuals much faster than text.

2. Emotional Impact – Images can evoke feelings that help create a connection with your audience.

3. Time Efficiency – In a fast-paced world, images help users quickly determine whether your content is worth their time.

How Images Drive Engagement for Mediators

When potential clients land on your website, they are looking for reassurance, professionalism, and clarity. Images can help deliver that message faster than text alone. Here are a few ways images can directly influence engagement on your website:

• Faster Decision-Making: Studies suggest that the brain processes visuals in as little as one-tenth of a second, compared to the much longer time it takes to read through paragraphs of text . For busy potential clients, a well-placed image can quickly communicate the essence of your mediation services.

• Emotional Connection: Mediators often work with individuals facing emotionally charged disputes. Using images that evoke a sense of calm, cooperation, and resolution can help establish an emotional connection with your audience, making them feel more confident in your ability to help them resolve their conflicts.

• Holding Visitor Attention: Website visitors have limited time and attention spans. Relevant, high-quality images can help communicate your message quickly, allowing users to scan your content and decide to stay on the page longer.

The Role of Imagery in Enhancing User Experience

One of the most important goals of your mediation website is to engage visitors long enough to encourage them to take action, such as scheduling a consultation. Research shows that click-through rates (CTR) are 47% higher on websites with visuals compared to those without . For mediators, this can mean the difference between a casual visitor and a prospective client.

Think of your website as an extension of an initial consultation. When visitors engage with your site through images and content, they are more likely to ask questions and explore your services further. The longer they stay, the more likely they are to reach out for a consultation.

Best Practices for Using Images on Your Mediation Website

Not all images are created equal, and using the wrong visuals can hurt rather than help your engagement. Below are some tips to ensure that the imagery on your website enhances, rather than detracts from, your message:

1. Choose Relevant and On-Brand Images

Each image you use should support your message and align with the overall tone of your mediation practice. Avoid stock images that feel generic or unrelated. Instead, opt for visuals that reflect the essence of your services and the experience you provide to clients.

2. Prioritize High Quality and Fast Load Times

While high-quality images are crucial for building trust and professionalism, they should not come at the expense of slow page load times. Compressed images that maintain quality will ensure visitors aren’t frustrated by delays, keeping them on your site longer.

3. Use Descriptive Alt Text and File Names

Search engines, like Google, index images based on their file names and alt text. Use descriptive keywords for your image file names and write meaningful alt text to improve your search rankings and make your site more accessible to all users.

4. Optimize for Mobile Devices

With more people accessing websites through smartphones and tablets, it’s essential to ensure your images are mobile-friendly. Responsive images will adjust to different screen sizes without losing quality, enhancing the experience for all visitors, regardless of the device they use.

5. Utilize Hero Images

A hero image, typically displayed at the top of your homepage, is the first visual impression visitors get of your website. This large, bold image should immediately convey the core values of your mediation practice—whether that’s professionalism, trust, or peaceful conflict resolution.

Example: How to Use Visuals to Communicate Key Mediation Concepts

For mediators, some of the best ways to incorporate imagery include:

• Infographics: Simplify complex processes, such as the steps in mediation, with easy-to-understand visuals. For example, a flowchart that shows the mediation journey can help clients understand the process before they even reach out.

• Client Testimonials: Include images of satisfied clients alongside their testimonials. Photos of happy clients reinforce the positive outcomes you’ve achieved, helping to build trust with prospective clients.

• Charts and Graphs: Use data-driven visuals to show the benefits of mediation, such as success rates or cost-effectiveness compared to litigation.

• Professional Photos: Images of your office space, team, or mediation sessions (where appropriate) can help humanize your practice and make you appear approachable.

Final Thoughts: Imagery as a Powerful Tool for Mediators

Visuals are more than just decorative elements on your mediation website—they are powerful tools that enhance communication, build emotional connections, and guide visitors toward action. By choosing the right images, optimizing them for performance, and aligning them with your brand, you can significantly boost engagement and create a more compelling online presence.

Remember, your website is often the first point of contact between you and potential clients. Make sure every image you use serves a purpose and contributes to the overall user experience.

Attributions:

• 94% more likely to view content: Social Media Today

• One-tenth of a second to process visuals: MIT research

• 47% higher click-through rate: HubSpot research

How the Right Content Strategy Can Help You Raise Your Rates as a Mediator or Arbitrator

Are you finding it difficult to charge what your expertise deserves? Raising your rates can be challenging, especially in uncertain economic times. As mediators and arbitrators, you might feel hesitant to increase your fees, worrying that it could be seen as insensitive or that it might drive potential clients away. However, it's important to recognize that you deserve fair compensation for your valuable work. Ensuring that you can charge a reasonable rate is not only essential for your livelihood but also for the long-term sustainability of your practice.

So, how can you confidently raise your rates? The answer lies in leveraging a strong content strategy. Content is a powerful tool that can influence many aspects of your practice, including your pricing. By positioning yourself as an expert and thought leader in mediation or arbitration through high-quality content, you can justify higher rates and attract clients who value your expertise. 

And of course, before your raise your rates, it’s always a good idea to little pricing analysis of mediators and arbitrators in your geographical area and or your area of expertise.  The market research will give you a good idea of the market rates so that you can feel comfortable with the raise you give yourself.

The Power of Content in Building Your Reputation

When it comes to setting your rates, perception plays a crucial role. If you are seen as an expert in your field, clients are more likely to trust your services and be willing to pay a premium for them. Content is a key factor in shaping this perception. By consistently producing educational and relevant content, you position yourself as the go-to professional in your area of mediation or arbitration.

Consider this: When potential clients find answers to their questions on your blog, website, or social media, they begin to see you as a trusted authority. For example, if your blog regularly addresses topics like "How to Prepare for a Successful Mediation" or "The Key Differences Between Mediation and Arbitration," potential clients will appreciate the insights you provide and will be more inclined to hire you when they need these services.

Creating the Right Kind of Content

The content you create doesn’t need to be overly complex or in-depth to be effective. Remember, your audience is likely not familiar with the intricacies of mediation or arbitration—they’re looking for clear, concise, and useful information. Focus on addressing the common questions and concerns your clients have.

Example Content Topics:

• Blog Post: “5 Essential Tips for Preparing for Mediation”

• Video: “What to Expect During an Arbitration Hearing”

• Social Media Post: “Mediation vs. Arbitration: Which is Right for You?”

• Podcast Episode: “The Benefits of Mediation in Family Disputes”

By focusing on practical, client-oriented content, you build your reputation as a knowledgeable and approachable expert. This increased visibility and credibility will make it easier for you to raise your rates, as clients will see the value in your services and be more willing to pay for your expertise.

How Content Can Lead to Higher Demand (and Higher Rates)

I’ve seen firsthand how a well-crafted content strategy can lead to an increase in client demand. Mediators and arbitrators who consistently share valuable content report that new clients come to their consultations more prepared and more excited to work with them. These clients have often engaged with the professional’s content online and already see them as the best choice for their dispute resolution needs.

As your content draws more clients to your practice, your services will naturally become more in demand. And as we all know, higher demand often justifies higher prices. When clients perceive you as a top expert in your field, they expect your rates to reflect that level of expertise.

Implementing a Rate Increase Strategy

When you're ready to raise your rates, consider implementing an annual or semiannual rate increase. This approach not only keeps your fees in line with market trends but also motivates you to continue producing high-quality content and delivering excellent service.

Regularly scheduled rate increases give you the confidence that your pricing reflects the value you provide. Moreover, as you continue to share targeted, high-quality content, your clients and prospects will be less likely to resist the increase. In fact, they may even see it as a sign of your continued growth and success as a mediator or arbitrator.

The Synergy Between Content and Pricing

Raising your rates and maintaining a strong content strategy go hand in hand. As you increase your rates, your content continues to reinforce your reputation as a top-tier professional. Clients often expect that the best mediators and arbitrators will charge more for their services, and they may even become wary if your rates seem too low for the level of expertise you offer.

We’ve seen solo mediators and small arbitration practices successfully charge rates across a wide spectrum, from modest fees to premium prices. You don’t need to be at the top of that spectrum to succeed, but you should charge rates that reflect your experience and the quality of service you provide. Don’t undersell yourself or be swayed by the notion that only large firms can charge higher fees. With the right content strategy, you can command the rates you deserve.

Invest in Your Content, Invest in Your Practice

The right content strategy is not just about marketing—it’s about building your brand, enhancing your reputation, and positioning yourself to charge rates that reflect your true worth. By consistently producing valuable content that educates and engages your audience, you can elevate your practice and confidently raise your rates.

If you’re ready to develop a content strategy that supports your goals and helps you grow your mediation or arbitration practice, we’re here to help. Contact us today to learn more about how we can work together to build the perfect content strategy for your needs.

3 Reasons Why Repetition Makes Your Content Stronger in Mediation and Arbitration

One of the most common concerns we hear from mediators and arbitrators is the fear that their content might be becoming repetitive, boring, or monotonous. You might wonder if it’s okay that a blog post about the benefits of mediation has been shared multiple times on your website, or if the same video explaining the arbitration process has appeared repeatedly on your LinkedIn page. It’s natural to worry, “Won’t my audience get bored?”

 If you share these concerns, they’re understandable, but here’s the reality: Rather than boring your audience, repetitive content is actually essential to engaging them! Repetition is a proven digital marketing strategy that can help your practice succeed, attract more clients, and keep your mediation or arbitration services top of mind. Here are three reasons why “boring” might just be the smartest move you can make.

1. Repetition Reinforces Your Message and Builds Your Brand

Consider the consistency of a well-known brand like Nike. Every Nike commercial ends the same way: the screen fades to black, followed by the words “Just Do It” and the iconic swoosh. This repetition reinforces their empowering message and solidifies their brand in your mind.

 As a mediator or arbitrator, you can achieve a similar effect by regularly sharing content that highlights your areas of expertise. For instance, if you specialize in family mediation, consistently posting blogs, videos, and social media updates about the importance of mediation in divorce cases can drive home the value of your services. By repeating these key messages, you help potential clients understand exactly what you do and why they should choose you.

 Example Topics:

•  “Why Mediation Is the Best Option for Resolving Family Disputes”

• “How Arbitration Can Save Time and Money in Business Disputes”

• “The Role of a Mediator in High-Conflict Divorce Cases”

2. Repetition Ensures You Reach Your Entire Audience

A seasoned journalist once said, “It’s only after we’ve written about a problem long enough to be sick of it that readers will finally realize it exists.” The same principle applies to your content. Not all of your audience members are checking your website or social media every day. What seems old or repetitive to you is often fresh and new to them.

 For example, if you’ve posted a video explaining “The Benefits of Mediation Over Litigation,” it’s likely that only a fraction of your audience saw it the first time around. By sharing it again, you’re increasing the chances that more people will engage with it. In the world of mediation and arbitration, where potential clients might be exploring their options for the first time, repetitive content helps ensure they don’t miss out on important information.

 Example Repeated Content:

•  Sharing the same video on different platforms (e.g., LinkedIn, YouTube, and Facebook)

• Posting a blog article in different formats, such as an infographic or a podcast episode

• Sending out an email newsletter featuring previously shared content with a fresh introduction

3. Repetition Saves You Time and Money

Creating high-quality content is an investment, both in terms of time and resources. However, once you’ve created a piece of content, you don’t need to reinvent the wheel every time. By repurposing and repeating your existing content, you can maximize its impact with minimal additional effort.

For instance, a comprehensive guide you’ve written on “Preparing for Mediation” can be broken down into smaller blog posts, social media snippets, or even a series of videos. Each of these pieces will reinforce the same key points, but with a slightly different angle or format, reaching different segments of your audience without requiring a full-scale new content creation effort.

This approach not only keeps your marketing efforts consistent but also saves you from the expense of producing entirely new content for every single post. It’s an efficient way to maintain a steady flow of communication with your audience, ensuring that your mediation or arbitration practice stays top of mind.

 Example Content Repurposing:

•  Turn a webinar on “The Arbitration Process Explained” into a series of short blog posts

• Break down a case study into social media posts highlighting key takeaways

• Create a video series from a detailed article about “The Benefits of Mediation in Workplace Disputes”

Why “Boring” is Brilliant

There are more than just three reasons why repetition is key to a strong content strategy, especially for mediators and arbitrators. Repetition helps build your brand, ensures that your message reaches your entire audience, and maximizes the value of the content you’ve already created. If you’re still not convinced, give us a call today—we’d be happy to discuss how a repetitive yet strategic content approach can elevate your practice and help you connect with more clients.

How to Use Client Insights to Grow Your Mediation Business

As a mediator, your past clients are one of your greatest assets. You have already established trust with them and demonstrated your ability to guide them through conflict resolution. They are in the best position to tell others about your work, sharing their positive experiences and encouraging referrals. Imagine you have a close relationship with a sibling. If you needed mediation services and they told you about an exceptional mediator they worked with, wouldn’t you be inclined to reach out to that mediator? The same principle applies to your clients. When they are satisfied, they can become your most powerful advocates.

The Importance of Client Feedback for Mediators

What your clients think of you is immensely important, not only for retaining business but for expanding your mediation practice through word-of-mouth referrals. As a mediator, gathering client feedback is crucial for several reasons:

1. Client Satisfaction: Understanding how clients perceive your services helps you improve and meet their needs more effectively.

2. Refinement of Process: Feedback helps you refine your approach to mediation, identifying what works well and what may need adjustment.

3. Building Trust: Regularly soliciting feedback demonstrates that you value your clients' opinions and are committed to continuous improvement.

Feedback mechanisms are more than just a way to gather opinions—they are a valuable tool for improving client satisfaction and adapting your practice to meet client needs. Let’s explore how to effectively gather and utilize this feedback to grow your mediation practice.

Methods of Gathering Feedback

One of the most effective ways to gather client feedback is through the Net Promoter Score (NPS). This widely-used metric measures client satisfaction and provides insight into how likely clients are to refer others to you. The NPS is built around one simple question:

"How likely are you to recommend our mediation services to a friend or colleague?"

Clients respond on a scale from 0 (not at all likely) to 10 (extremely likely). Based on their answers, clients are classified into three categories:

• Promoters (9-10): These are your loyal clients who are likely to recommend you to others. They are also your best source for testimonials and referrals.

• Passives (7-8): These clients are satisfied but not enthusiastic. They won’t actively promote your services but may return if needed.

• Detractors (0-6): These clients are unhappy and may discourage others from using your services. It’s crucial to address their concerns and improve their experience.

How Mediators Can Use NPS to Drive Business Growth

The NPS allows you to condense client satisfaction into a single, actionable figure, giving you a snapshot of your performance from the client's perspective. But how do you use this data effectively as a mediator? Here are some specific tips:

1. Leverage Positive Feedback for Testimonials

• When a client gives you a high NPS score, follow up with a personal note of thanks and ask for a testimonial. Testimonials are incredibly valuable for mediators, as potential clients are often looking for reassurance that you can help resolve their disputes.

• Encourage clients to leave reviews on professional directories (such as LinkedIn, Google My Business, or your website) where potential clients often search for mediation services.

2. Engage Promoters for Referrals

• Clients who rate you highly are likely willing to recommend you to their network. Make it easy for them to do so by providing referral cards, a personalized email template they can forward, or incentives for referring new clients.

• You can also invite them to speak at events or participate in a case study about the mediation process. This can give potential clients a clearer idea of how your services work in practice.

3. Follow Up with Detractors

• Clients who provide lower NPS scores may have specific concerns that need to be addressed. A low score doesn’t have to be the end of the relationship. In fact, following up with these clients can help you turn things around. Reach out to discuss their feedback and understand where your mediation process fell short.

• Use their feedback to make tangible improvements, whether it’s in your communication style, follow-up process, or the way you handle conflicts during mediation. Clients will appreciate your willingness to listen and improve.

4. Track NPS Over Time

• Monitoring changes in your NPS over time helps you track trends in client satisfaction. This data can be especially useful for identifying patterns and making strategic adjustments. For example, if you notice that clients consistently score lower after online mediation sessions, you may want to refine your virtual mediation process.

• Use NPS tracking tools, like SurveyMonkey or HubSpot, to automate the process and analyze the data efficiently.

Additional Feedback Tools and Resources for Mediators

While NPS is an excellent starting point, there are other feedback tools and strategies you can employ to gather comprehensive client insights:

1. Client Satisfaction Surveys

• In addition to the NPS question, include more detailed questions in your surveys to get deeper insights. Ask clients about specific aspects of your mediation services such as:

• The clarity of communication throughout the process

• Their comfort level during mediation sessions

• The perceived fairness of the process and outcomes

• Use free survey tools like Google Forms or Typeform to create easy-to-fill questionnaires.

2. Post-Mediation Follow-Ups

• After mediation concludes, follow up with clients a few weeks later to check in on how they feel about the resolution. This is a great time to ask for feedback when they have had some time to reflect on the process. It also shows that you care about the long-term outcomes of the mediation.

3. Anonymous Feedback

• For clients who may be hesitant to share honest feedback, consider offering an anonymous feedback option. Tools like SurveyGizmo or Qualtrics allow clients to provide insights without the pressure of revealing their identity, leading to more honest and actionable critiques.

4. Focus Groups

• If you handle a high volume of mediations, consider organizing focus groups with past clients to dive deeper into their experiences. This allows for more interactive discussions and can reveal insights that simple surveys might miss.

Using Feedback to Enhance Your Mediation Practice

Collecting feedback is only useful if you act on it. Use the insights you gather to improve your services and marketing strategies. For example:

• If clients repeatedly mention that your communication could be clearer, consider investing in conflict resolution training focused on communication.

• If clients praise your ability to create a calm, neutral environment, highlight this in your marketing materials as a unique selling point.

Feedback also helps you stay competitive. By listening to your clients, you ensure that you adapt to their evolving needs, whether that means offering more virtual sessions, providing bilingual mediation, or specializing in niche areas like family or workplace mediation.

Your clients are your best advocates, and the feedback they provide is an invaluable tool for growing your mediation practice. Whether it’s through NPS scores, satisfaction surveys, or follow-up conversations, the insights you gather will help you improve client satisfaction, drive referrals, and ultimately build a stronger, more successful practice.

By integrating feedback mechanisms into your practice, you not only improve client relationships but also position yourself as a mediator who values continuous improvement and client care.

Here are the resources mentioned in the expanded article with hyperlinks to access them:

Net Promoter Score Tools

• SurveyMonkey – A popular tool for creating and sending surveys, including NPS surveys. You can access it here.

• HubSpot – HubSpot offers customer feedback tools, including NPS. You can find more information here.

Feedback Tools

• Google Forms – A free and simple tool for creating surveys and collecting feedback. Check it out here.

• Typeform – A more interactive and engaging survey platform. You can start using it here.

• SurveyGizmo (now Alchemer) – A tool for more advanced survey needs, including anonymous feedback options. Visit the platform here.

• Qualtrics – A powerful tool for gathering and analyzing feedback. You can explore Qualtrics here.

Client Feedback Solutions

• SurveyMonkey – Create simple and effective client satisfaction surveys. Try it here.

• Alchemer – Formerly known as SurveyGizmo, it offers anonymous feedback collection. Find it here.

• Qualtrics – A sophisticated platform for gathering detailed client feedback. Learn more here.

B

Webinar Mastery for Mediators: Tips for Effective Online Presentations

I’m regularly in online meetings and webinars.  Sometimes I’m the host, sometimes I’m the guest.  I love these online presentations (when they work right and cringe when they don’t). 

If you’re familiar with my presentations, you know that I recommend public speaking as one of the 5 best ways to build your practice.  Whether you're a seasoned speaker or new to online presentations, mastering the art of webinar delivery is essential for engaging and impactful sessions.

In this post-pandemic world, many of the environments where public speaking is necessary have shifted to the virtual world. Being able to express ideas clearly, concisely, and most importantly, confidently, is a challenge in itself. Having to speak to a screen rather than face-to-face adds another layer of complexity to an already tense situation.

It’s not just the content you provide that will market and promote your service and our industry.  It’s also the way in which you present that makes a big difference.

Here’s a step-by-step guide to help you enhance your skills and deliver compelling webinars via platforms like Zoom.

1. Preparation: Setting the Stage for Success

Before going live, thorough preparation lays the foundation for a successful webinar. Consider these key aspects:

• Do: Outline your content structure with a clear introduction, main points, and a concise conclusion. Some organizations require that you use slides for continuing education credit.  I understand but see if you can’t offer the slides as a separate handout or follow up instead of using them in your presentation.  You want the emphasis to be on your message, not on your ability to create a pretty slide deck.

• Don't: If you really must use slides don’t overload your slides with text or clutter. Keep visuals clean and focused on one idea per slide.   

• Do: Conduct a technology check to ensure your microphone, camera, and internet connection are working properly before you log in.

• Don't: Neglect to have a backup plan in case of technical issues. Prepare an alternative way to deliver your content if necessary.  This could be necessary when your computer just won’t connect and you need to have a smartphone or tablet ready just in case.

• Do: Mute your phone and computer notifications so that background sound is minimized. You also might need to close a door to keep colleagues or family from wandering into view.

• Don’t: deliver a presentation on the go. It’s important to treat a virtual presentation as you would a physical one—there’s still a live audience on the other end of the camera.

• Do: Have a glass a water within reach to make sure that you’re not parched or coughing while speaking.

• Do: Practice looking into the eye of the camera.  On the viewers’ end, it creates the sense that you’re making eye contact.

• Don’t: Use green screen backgrounds unless you have a truly professional image that isn’t blurry or that creates a halo effect around your hair. Also, don’t use moving graphics or have a ceiling fan rotating in the background.

• Do: Coordinate with the organizers to be able to log in early for connectivity, sound, lighting, and any admin requests or questions. Be sure that you have all the log-in details in an easy to get to location on your computer.

• Don’t: Be late or flake out.  Don’t leave the organizers hanging online until the last minute wondering if or when you’ll join the webinar.  This nearly guarantees that you won’t be invited back and can do some serious damage to your reputation.

2. Optimizing Your Environment

Your surroundings play a crucial role in how your audience perceives your presentation:

• Do: Position your webcam at eye level to maintain a natural appearance of eye contact.

• Don't: Place your webcam in a position where you are looking down or up at it, which can create a disconnected feeling.

• Do: Use natural light if possible, or invest in soft, diffuse lighting to ensure your face is well-lit and easily visible.

• Don't: Sit with a window directly behind you, as this can create a backlight effect that makes you appear dark or silhouetted.  Also, bright hot light coming in from a window onto your face will wash you out.  It’s better to close all the shades and use a light ring to get the lighting just right.

3. Personal Presentation: Dress and Demeanor

Your appearance contributes to your credibility and audience engagement:

• Do: Dress professionally in solid colors or subtle patterns that complement your skin tone and the webinar’s tone.

• Don't: Wear distracting patterns, logos, or overly casual attire that may detract from your message.

• Do: Maintain good posture, make eye contact with the camera, and use gestures naturally to convey enthusiasm.

• Don't: Fidget, look away from the camera frequently, or exhibit nervous habits that may distract viewers.

4. Engaging Your Audience

Interaction keeps your audience attentive and involved throughout the webinar:

• Do: Encourage questions throughout the presentation and allocate specific time slots for Q&A sessions either during the presentation or to your email or social media afterward.

• Don't: Ignore the chat or questions from attendees or admins. Acknowledge participants by name when addressing their queries. And stay non-verbally engaged in the conversation when you’re not presenting. An occasional smile and nod will do the trick.

• Do: Use polls and surveys to gauge audience understanding and gather feedback on key points.

• Don't: Overwhelm attendees with too many polls or surveys, which can disrupt the flow of your presentation.

• Do: Provide the organizers with poll and survey requirements well in advance of your presentation.  The same is true if you want screen share.

• Don’t: Disrespect the organizers with last-minute requests or treat them like your private secretary.

• Do: Ask the organizers for any images or links that you can share with your colleagues or on your social media platforms.  They’re giving you a chance to spread your message and enhance your reputation as an expert.  Use it to do just that.

• Don’t: Assume that you can freely use the organization’s logo etc. without their permission in your promotional materials.  Most groups are very amenable to you creating your own graphics, but others … not so much.  It’s better to ask if you can share the graphics that they’ve created for their program. 

• Do: Keep your presentation short and punchy.  People’s attention span is far less online, and they are likely to be distracted by other people’s faces on their screen, their pets and parcel deliveries, so keep your message clear and simple.

• Don’t: Wait until the day of your presentation to clarify who your audience members will be.  You don’t want to be caught up short trying to rework your presentation at the last minute.

5. Technical Considerations

Handle technical issues calmly and professionally:

• Do: Have a backup plan for common technical problems like internet outages or software glitches.

• Don't: Panic if a technical issue arises. Stay calm, inform your audience of the problem, and work on resolving it promptly.

• Do: Conduct practice runs to familiarize yourself with the platform and troubleshoot potential issues before going live.

• Don't: Assume everything will go smoothly without prior testing. Practice ensures you’re prepared for any scenario.

6. Post-Webinar Follow-Up

Enhance audience retention and feedback:

• Do: Provide attendees with access to resources related to your webinar content, such as additional readings or downloadable materials.

• Don't: Delay in sending a post-webinar survey to gather feedback on content, presentation style, and overall experience.

• Do: Use feedback to improve future webinars and tailor content to better meet audience expectations.

• Don't: Disregard feedback received. Take constructive criticism seriously to continuously enhance your presentation skills.

• Do: Have a post ready to go out on social media once you’ve completed your presentation thanking the host for having invited you to speak and participate.

• Don’t: Forget to update your website, bio, resume with this feather in your cap.  Use back links if they’re available so that both you and your host get the most out of your content and the event.

Mastering the art of webinar presentations requires a blend of technical proficiency, engaging delivery, and meticulous preparation. By focusing on optimizing your environment, using effective visual aids, and fostering audience interaction, you can deliver compelling and memorable webinars that resonate with your audience long after the session ends. With practice and attention to detail, you can elevate your online speaking skills and make a lasting impact in the digital realm.

Why Narrowing Your Focus Is the First Step to Success

Here’s an intriguing business concept: The fewer tasks you undertake, the more revenue you generate.

This concept particularly applies to the scope of services offered. Many mediators and arbitrators tend to have a broad practice – you probably know several who mediate family disagreements, commercial disputes, and even arbitrate occasionally. Maybe you’re one of them.

The reasoning behind this is simple. We’re all striving to expand our businesses, acquire new clients, and increase revenue. Therefore, it seems logical to establish as diverse a practice as possible – to cast a wide net and attract the largest possible market segment.

However, this approach often falls short. In reality, establishing a “generalist” mediation or arbitration practice can significantly limit your potential earnings. Why? Because disputing parties prefer to engage with a specialist – whether that’s hiring a mediator to resolve a family dispute, an arbitrator for a commercial conflict, or any other specific conflict resolution requirement.  You would hire a cake decorator to drywall house.  Same thing.

Concentrating on a single practice area, or at least a cluster of related practice areas, is a crucial step in building a strong brand identity and setting yourself apart from the competition. You cannot and will not be seen as an “expert” if your scope is too wide. The saying “jack-of-all-trades, master of none” is particularly relevant here. Your market needs to understand your unique expertise, and that’s why your focus should be narrow.

I understand that many mediators and arbitrators are hesitant to limit their practice areas, often due to financial considerations. But consider this: You can begin by merely narrowing the focus of your marketing – you don’t have to reject clients from other practice areas. We all have expenses to cover, and you might not be prepared to turn away paying clients just yet. So you can continue to accept cases from other areas, even as you concentrate your marketing on a specific niche.

Over time, as you narrow your marketing focus and establish your brand as a leader in your practice area, you’ll attract more of the work you’re focused on, you’ll be able to command higher fees for it, and you’ll develop a more sustainable and efficient practice because you won’t have to start from scratch with every new client.

Focusing your practice will also significantly improve your referral generation, as concentrating on a single practice area makes it easier for your network to remember what you do and identify opportunities to refer work to you. Plus, people are much more likely to refer a mediator or arbitrator who is an expert in a specific area of conflict resolution.

It might seem counter-intuitive initially. It might even sound daunting. But if you’re committed to creating a robust brand that helps you stand out from the competition and build a more profitable practice – you need to focus your practice.

So …

How can you start narrowing your focus?

Narrowing your focus in your practice as a mediator or arbitrator involves a few key steps:

1. Identify Your Strengths and Interests: Reflect on the cases you’ve handled in the past. Which ones did you find most engaging or rewarding? In which cases did you feel you made the most significant impact? Your answers to these questions can help you identify areas where you might want to specialize.

2. Market Research: Conduct some research to understand the demand for different types of mediation or arbitration services. Look for areas that align with your interests and strengths but also have a sufficient market size.

3. Education and Training: Once you’ve identified a potential focus area, seek out additional training or education in that field. This could involve attending workshops, taking courses, or earning certifications.

4. Marketing and Branding: Start to shift your marketing efforts towards your chosen niche. This could involve updating your website, creating content related to your specialty, or speaking at events about your area of expertise.

5. Networking: Connect with other professionals in your chosen field. They can provide valuable insights, advice, and potential referrals.

6. Gradual Transition: Remember, you don’t have to make this shift all at once. You can start by accepting a few cases in your chosen specialty while continuing to work in other areas. Over time, as you become more established in your niche, you can begin to accept more cases in this area and fewer in others.

Remember, the goal is not to limit your opportunities but to become a recognized expert in a specific area. This can make you more attractive to potential clients and allow you to command higher fees. Good luck! 😊

Words That Make A Mediator’s Heart Sink

" I didn’t know you did that"

That’s a line often heard by mediators and arbitrators, usually from clients or prospective clients who are pleasantly surprised to discover the breadth of services they offer. But here’s the kicker: while it can lead to more business, hearing “I didn’t know you did that” is like watching potential clients slip through your fingers.  Six words that are heartbreaking.  It means that your marketing messages aren’t clear. 

It means your clients and referral sources aren’t fully aware of the range of ways you can help them. And for every person who stumbles upon your services, how many others are taking their business elsewhere simply because they didn’t know you could assist?

Failing to enlighten your clients and referral sources about your full range of mediation and arbitration services is like leaving money on the table.

But fear not! Here are some down-to-earth steps to ensure everyone knows just how much you bring to the table:

A Clear Brand Identity: Don’t blend into the crowd. Stand out as the go-to mediator or arbitrator in your niche. Whether it’s divorce mediation, employment arbitration, or commercial mediation, let people know you’re the expert they need.

Regular E-Newsletter: Drop a friendly email newsletter that not only shares valuable content but also highlights the different ways you can lend a hand. Stick a prominent reminder in there about your mediation and arbitration services. Let’s keep it fresh and engaging!

For example: Share a story about a successful mediation where you helped two feuding neighbors reach a compromise (changing the details of course so that you don’t violate confidentiality), and don’t forget to mention that you’re ready to help others find common ground too.

Social Media Savvy: Stay active on social media platforms, but don’t just blast out repetitive lists of your services. Engage your audience with interesting content related to mediation and arbitration. Show them why you’re the one they should turn to when conflicts arise.

Follow-up Phone Call: After wrapping up a mediation or arbitration gig, why not give your client a buzz? Thank them for their trust and remind them of your other services. It’s like a friendly reminder: "Hey, remember me? I’m here for more than just that case we wrapped up."

 Clearly Communicate on Your Website: Make sure your website is crystal clear about what you offer. If you have unrepresented clients, (note: avoid confusing legal jargon). Speak their language and make it easy for potential clients to see how you can help them resolve disputes.

Consistency is Key: In a world filled with noise, you’ve got to keep showing up. Stay active on social media, keep that newsletter rolling, and network like a pro. If you’re not moving forward, you’re falling behind.

So, next time someone says, “I didn’t know you did that” take note and make the necessary changes to your marketing messages and never hear those nasty little six words.  Now, you’ll know exactly how you can communicate to help your clients find the right processes and solutions.

Marketing a Meditation Practice is Like Working Out

In trying to explain the best ways in which to market a mediation practice, I have found an analogy that I think everyone will understand – even if there’s no first-hand experience.  Let’s talk about working out.  You know the traditional workout at the gym, or in your living room, maybe hiking a mountain, or cycling beautiful trails.  Maybe you’re a swimmer or runner?  Regardless, I think there are some interesting parallels between marketing a meditation practice and working out.

We all understand that if we go to the gym and lift weights today, it’s good for us.  We also understand that after that workout if we look in the mirror we’re very unlikely to see immediate results.  The same will be true tomorrow.  And the day after that, and the day after that.  It takes tenacity and consistency to make big changes in our fitness, strength, and flexibility. 

 Tenacity

Just like working out, marketing a meditation practice doesn’t yield immediate results. It’s a long-term commitment. In fitness, you don’t get fit overnight, it takes consistent effort over time. Similarly, building a brand and attracting a dedicated audience in the meditation space is a gradual process.

In both domains, tenacity is key. When you’re working out, there will be days when you don’t see progress, or when you’d rather do anything else. The same goes for marketing - there will be campaigns that don’t work out, or times when engagement is low. But it’s important to stay the course, learn from these experiences, and keep going.

Flexibility

Flexibility is another shared trait. In fitness, it’s about adapting your workout to your body’s needs and capabilities. In marketing, it’s about adjusting your strategy based on market trends, feedback, and results. Being rigid in either case can lead to injury or failure.  Think about where your potential clients are and put yourself in front of them.  Do they prefer in-person presentations?  Are they loving social media?  And if so, which platform?  Maybe they’re keen on trainings or have a preference for reading about topic issues.

The idea is to be flexible.  Meet your clients where they are.

Strength

Strength in fitness is about more than just lifting heavy weights. It’s about building core stability and endurance. In marketing, think about your particular process or practice strength. This could be seen as your brand’s unique selling proposition - what makes you stand out from the crowd. It’s about building a strong foundation that can withstand market fluctuations.

Consistency

Finally, consistency is perhaps the most important factor in both working out and marketing. In fitness, skipping workouts won’t get you closer to your goal. Similarly, inconsistent messaging or sporadic marketing efforts can confuse your audience and dilute your brand.  Stay on it.  Create a production calendar that keeps your marketing activities (writing, speaking, training, networking, and social media) moving ahead on a regular basis.

So, as we can see, marketing a meditation practice and working out have more in common than one might think. They both require time, tenacity, flexibility, strength, and above all, consistency. So let’s approach our marketing efforts the same way we would approach our workouts - with dedication, adaptability, and a commitment to consistent growth.

Why Your Mediation Practice Needs a Mobile-Friendly Website

Welcome to the digital age, where our smartphones are more than just a fancy calculator, high res camera, online games, and easy access to google.  Smartphones are also the way our clients view our websites

1: THE IMPORTANCE OF BEING MOBILE-FRIENDLY  “In a world where people can order a pizza, find a soulmate, and yes, even find a meditator, all from their phones, having a website that’s as flexible as a willow tree in a breeze is non-negotiable.”

2: STATISTICS SPEAK LOUDER THAN WORDS  “Did you know that over 50% of web traffic comes from mobile devices? That’s right, half of your potential clients might be saying ‘How Do I Book Your Services” or ‘Time To Book It Out Of This Website” based on your website’s mobile experience.”

3: FIRST IMPRESSIONS MATTER  “They say not to judge a book by its cover, but let’s be real, everyone judges a website by its homepage. If your site takes longer to load than it takes for a sloth to cross the road, you’ve lost them.”

4: THE MOBILE EXPERIENCE A mobile-friendly website is like a good mediator: it’s approachable, easy to communicate with, and doesn’t escalate problems. It’s the digital equivalent of a calming breath in through the nose, out through the mouth.”

5: SEO AND YOU SEO might sound like a fancy sushi roll, but it’s actually Search Engine Optimization and it’s how people find you online. And guess what? Google loves mobile-friendly websites.”

So … how do you make your website mobile friendly?

Making a website mobile-friendly involves several key steps to ensure that it provides a good user experience on smartphones and other mobile devices. Here are some best practices:

Start With a Mobile-First Approach: Design your website for mobile devices first, then scale up for larger screens.

Responsive Design: Use a responsive theme or template that automatically adjusts the layout to fit the screen size of the device.

Optimize Site Speed: Ensure that your website loads quickly on mobile devices by optimizing images, minifying code, and leveraging browser caching.

Avoid Flash: Flash is not supported on most mobile devices and can hinder the user experience.

Viewport Meta Tag: Use the viewport meta tag to control the layout on mobile browsers.

Font Sizes and Button Sizes: Use large, legible fonts and appropriately sized buttons for easy interaction.

Simplify Navigation: Create a simple, streamlined navigation menu that is easy to use on small screens.

Touchscreen Readiness: Ensure that all elements are easily clickable and that there is enough space to avoid accidental clicks.

Optimize Images and Media: Use adaptive images that load efficiently and look good on all screen sizes.

Testing on Real Devices: Test your website on various mobile devices to ensure compatibility and a seamless user experience.

By following these steps, you can create a website that is accessible, user-friendly, and optimized for mobile devices. If you want your mediation practice to thrive in the smartphone era, it’s time to embrace the small screen. Make your website mobile-friendly and watch your client list grow.

The Pitfall of Perfection: How it Hinders Progress in Marketing Your Mediation Practice

While striving for excellence in your practice development tasks is commendable, fixating on perfection can impede the growth and success of your mediation practice, particularly in the realm of marketing. The quest for perfection can lead to stagnation, as practitioners may find themselves endlessly tweaking and refining their marketing strategies in search of an unattainable ideal.

One of the most significant ways in which perfectionism stifles progress in marketing a mediation practice is through analysis paralysis. Mediators may become so preoccupied with crafting the perfect message or perfecting every aspect of their online presence that they fail to take action. Meanwhile, potential clients remain unaware of the valuable services they have to offer.

Frequently, the fear of imperfection can prevent mediators from embracing innovative marketing techniques or experimenting with new approaches. Instead of taking calculated risks and learning from their experiences, they may opt for safe, tried-and-tested methods, missing out on opportunities for growth and expansion.

Too, the relentless pursuit of perfection can take a toll on a mediator's mental and emotional well-being. The constant pressure to meet impossibly high standards can lead to burnout, anxiety, and self-doubt, ultimately undermining their effectiveness as practitioners.

So, what is the antidote to perfectionism in marketing your mediation practice? It begins with a shift in mindset. Rather than striving for flawless execution, focus on progress over perfection. Accept that mistakes and imperfections are inevitable and view them as opportunities for learning and improvement.

Embrace a mindset of experimentation and iteration, where you are willing to try new marketing strategies, assess their effectiveness, and make adjustments as needed. Remember that marketing is not a one-size-fits-all endeavor, and what works for one practitioner may not necessarily work for another.

Additionally, seek support and guidance from mentors, peers, or marketing professionals who can offer constructive feedback and help you navigate the complexities of promoting your mediation practice.

While the pursuit of perfection may seem noble, it can ultimately hinder the progress and success of your mediation practice, particularly in the realm of marketing. By letting go of perfectionism and embracing a mindset of progress, you can unlock new opportunities for growth, innovation, and success in your marketing efforts.

Why You Need a Mediation Technology Platform

Why You Need a Mediation Technology Platform

by Natalie Armstrong-Motin

November 2023

As a new or experienced mediator, you need technology designed specifically to support your mediation practice. While generic tools like Microsoft Office and Calendly can assist with basic tasks, only purpose-built platforms efficiently handle the unique demands of managing a mediation practice and conducting mediation sessions. 

Another important reason to use a mediation technology platform is that it can help your marketing.   For example, one of my favorite platforms, ADR Notable, uses dashboard filters and checklists to help ensure that prospective clients don’t get lost in the pipeline.  And the built-in reports will show you who is referring business your way.

You could purchase a platform designed for law firms, but too often, that results in spending a hefty sum for tools that don’t fit your needs.  Clio, Filevine, and MyCase provide excellent support for law firms, but as so many resolution professionals have discovered, they are not a good fit for mediators.  Until recently, the alternative was to cobble together a variety of apps, leaving critical gaps, inefficiencies, and frustrations (I know this firsthand because I’ve worked with dozens of neutrals to find a solution that only comes close to what they really want).

You can easily adopt a specialized mediation platform to fully control your workflow.  I’ve listed the key reasons every mediator needs a tailored technology solution and tips on how to select the one that is right for you.

Simplify Intake, Scheduling, and Billing

Specialized mediation platforms simplify tedious coordination and administrative tasks so you can stay focused on resolving conflicts. Features include:

·       Online client portals for 24/7 intake. Parties submit information on their schedule.

·       AI scheduling assistants that automatically find optimal times across multiple calendars.

·       Flexible billing with automated invoicing. Get paid without chasing clients.

·       Integrated payment processing. Collect credit cards directly through the platform.

·       Multiple billing rates for different professionals in a firm.

With streamlined workflows, you make a smooth first impression and get paid promptly.

Centralize Documents and Notes

Robust document management ensures you have the right information when and where you need it. Must-have capabilities include:

·       Cloud-based case folders to store all documents, notes, and communications.

·       Selective permissions to control document access by co-mediators and case managers.

·       Participant request capabilities for direct uploads to proper folders.

·       Digital shredding capability to protect sensitive data.

With a unified repository, you avoid misplaced files and version control headaches.

Simplify Note-Taking and Summarizing

Specialized note-taking tools ensure you capture every mediation nuance and give you the ability to easily use your notes to generate movement toward agreement among the parties.  Look for a platform that includes:

·       Digital notebooks for real-time note-taking.

·       Timestamping to log the sequence of proposals and counter-proposals.

·       Tagging to organize notes by issues, actions, etc.

·       Tools to quickly generate agreements and term sheets.

Automate Administrative Tasks

Specialized mediation platforms integrate with your basic office tools like Microsoft 365 or Google Workspace and automate tedious administrative chores:

·       Expert systems handle intake questions to qualify cases.

·       AI scheduling assistants find optimal convening times and send reminders.

·       Payment reminders get sent automatically.

·       Case management systems pre-populate common forms.

·       Checklists guide standardized workflows.

Provide Specialized Mediator Tools

Generic software lacks tools mediators require:

·       Reusable clause and document libraries to facilitate term sheets.

·       Co-mediation collaboration at no extra cost.

·       Training content integrations to reinforce skills.

·       Marketing aids like dashboards surfacing real-time analytics and the ability to filter Cases by status.

For instance, ADR Notable links training content for continued learning and includes free co-mediation.  To help with marketing, it also has a simple Case filter so you can pull up cases in your pipeline.  Their Case Checklist then allows you to create follow-up tasks for each potential client and those tasks appear on your main dashboard so you see them every time you get on the platform.  Plus, their built-in analytics allow you to track where your business is coming from.

Ensure Complete Mobility

With web and mobile access, you work productively anywhere:

·       Browser-based access requiring no downloads.

·       Cloud syncing across devices.

·       Offline mode to keep working without a connection.

Platforms like Caseload Manager provide full mobile support critical for today’s on-the-go mediator.

The Case for Specialized Software

The case for specialized software is evident.  Attempting to cobble together tools like Outlook, Calendly, and Excel leaves critical gaps:

·       Repeated data entry between disconnected systems.

·       Increased likelihood of lost or incomplete information.

·       No centralized data or metrics to help you maximize your profit.

Consolidation through a specialized platform eliminates these hassles by unifying your workflows. 

Purpose-built mediation platforms simply work better.  So then the question is, which is the right one for me? 

To answer this, you will want to match the features and the cost to your own requirements and budget.  Consider the following examples of leading cloud-based platforms.

Caseload Manager was developed by the team behind Mediate.com and was one of the first cloud-based systems.  It has a proven track record supporting decentralized mediation programs like the statewide multi-office system for the State of Nebraska.  And while it doesn’t integrate with Gmail or Outlook, it does provide an elaborate set of customizable email templates.  It also provides Meta Data Reporting, 24/7 up-time, no limits on fields, cases, or participants, and strong data security.  As user Chip Coker of Community Mediation Services of Eugene, Oregon stated, “The more complex your caseload, the greater the benefits of Caseload Manager.”

Cost:  The pricing page directs a user to ODR.com pricing, showing a one-time $1500 set-up fee for configuration and training and then an ongoing cost that depends on the features you select and the number of cases you handle in a year.  To get all the features, a firm with three panelists handling 360 cases can expect to pay $10,950 in the first year.  Learn more at www.caseloadmanager.com .

NextLevel Mediation is a sophisticated decision-science based application using sophisticated analytics to solve disputes through data-driven decision-making.  It incorporates an AI assistant to identify and analyze key issues and potential solutions.  And it offers secure asynchronous negotiation to help resolve disputes quickly and safely. 

Cost:  Contact NextLevel Mediation at support@nextlevelmediation.com for pricing information.

ADR Notable uses a clear and simple interface to offer a range of case and practice management tools including a tailored billing solution designed for dispute resolution pros.  It is equally suitable for single practitioners and mediation firms.  It links to a user’s MS 365 or Google Workspace account and has built-in integrations with CalendarHero for group scheduling, and with QuickBooks and Stripe for payment processing.   The patented digital noteboard is flexible and feeds into a custom term sheet generator.  Noted mediation trainer Susan Guthrie calls it ”the ‘must have’ tech for any dispute resolution practitioner, adding that “whether you practice in person or online, ADR Notable supports the process from start to finish and they are constantly listening to feedback and adding functionality.”

Cost:  $26.99 per month, per user with an annual subscription.  This covers unlimited cases and data storage and includes the cost of the CalendarHero scheduling and web calendar component. 

Conclusion

In this day and age, mediators require technology built for their unique needs. General-purpose apps leave too many holes in efficiently running your business and mediations. Specialized platforms now exist to simplify workflows, ensure mobility, provide mediation-specific tools, and help you work smarter overall. If your current patchwork of software feels more hindrance than help, it may be time to adopt a comprehensive platform designed expressly for mediators.

8 Tips for Mediators to Create High-Quality Videos

I’ve talked before about using video to build your practice.  Video is a powerful medium!    It seems that we’re all Zoom these days.  And paying attention the following 8 tips will elevate your presence on any platform.  But you can also use videos to educate and engage with your clients and prospective clients.  Create a YouTube channel, use the videos on your social media platforms and your website to introduce yourself or your practice.  You could use videos to answer those FAQ’s.  Or, when an email just won’t cut it, you can record a video message for your clients to communicate more clearly a complex idea or walk them through a screenshare.

Creating high-quality videos is not just about having the best camera equipment. It involves scripting, presenting, editing, and promoting the videos effectively. So today, let’s talk about practical tips for creating high-quality videos that resonate with your audience, even on a limited budget.

My 8 Tips for Creating High-Quality Videos

1.       Plan and script your videos: Before hitting the record button, invest time in planning and loosely scripting (or at least outline) your videos. It’s important to clearly define your video's purpose, message, and target audience. Outline the key points you want to cover and craft a compelling message that effectively communicates your ideas. Structuring your videos in a logical and organized manner will enhance the clarity and coherence of your message.

2.       Pay attention to lighting and sound: Lighting and sound quality greatly impact the overall video quality. Natural lighting is ideal whenever possible, but if shooting indoors, ensure that the lighting is even and consistent. Avoid harsh shadows or overly bright spots. Consider investing in affordable lighting equipment or using reflectors to achieve optimal lighting conditions. Similarly, pay attention to audio quality by using a good-quality microphone to ensure clear and crisp sound. Minimize background noise and test the audio levels before recording.  I use an all in one system that sits on the back of my laptop screen.  Movo WebMic HD Pro All-in-One Webcam with Microphone and Ring Light- 1080p HD Camera, Pro Cardioid Condenser Microphone, LED Ring Light

 3.       Choose appropriate filming locations: Select appropriate filming locations that are visually appealing and relevant to the content of your video. Consider the background and ensure it is free from distractions or clutter. A clean, well-organized background will help maintain viewer focus on the main subject of the video.  Additionally, as neutrals, we need to be sure that our backgrounds are peaceful and ‘neutral’ in nature. 

 4.       Practice and rehearse: Practice and rehearse your presentation before recording. This will help you feel more confident, appear more natural on camera, and deliver your message effectively. Pay attention to your body language, tone of voice, and facial expressions. Rehearsing will also help you identify areas where improvements can be made, ensuring a smoother recording process.  The easiest way to do this is to read ALOUD your script or outline.  The way write is different than the way we speak.  You want your videos to sound natural and conversational.

5.       Edit for clarity and conciseness: Editing plays a crucial role in creating high-quality videos. So you want trim any unnecessary footage, remove mistakes or pauses, and create a smooth flow of content. Keep your videos concise and focused.  Attention spans are generally shorter in this digital age. Consider adding captions or subtitles to make your videos more accessible and engaging.  For editing, if you have a PC, you already have an app that’s available for free call ClipChamp.  Editing you videos on ClipChamp is as easy as using a smartphone.  You can also use Canva – one of my favorite pieces of technology!

6.       Maintain professionalism and authenticity: While creating high-quality videos, it is essential to maintain professionalism and authenticity. Be yourself and let your personality shine through. Speak clearly, with confidence, and in a conversational tone. Authenticity will really help build trust with your audience, making your videos more relatable and engaging.

7.       Promote your videos strategically: Creating high-quality videos is only half the battle. Promoting your videos effectively is equally important. Consider utilizing social media platforms, your website, or email newsletters to share and promote your videos. Engage with your audience by responding to comments and encouraging them to share your videos with others. Collaboration with other professionals, guest appearances on relevant podcasts, or leveraging partnerships can also help expand the reach of your videos.

8.       Embrace creativity within your budget: While professional video production equipment can be costly, it is possible to create high-quality videos even on a limited budget. Explore affordable or free video editing software, utilize smartphone cameras with good video capabilities, and experiment with creative solutions to enhance the visual and production quality of your videos. Focus on delivering valuable content and engaging storytelling, as these elements can greatly compensate for any technical limitations.

In summary, creating high-quality videos for your mediation practice involves careful planning, scripting, presenting, editing, and strategic promotion. By following these practical tips, even with limited resources or a modest budget, you can create videos that resonate with your audience, effectively communicate your message, and enhance the overall quality and impact of your video content.

Professional Development Opportunities For Mediators

From certification programs and training courses to industry conferences and seminars, there are numerous opportunities for professional development in the field of mediation.

6 Professional Development Opportunities

The field of mediation offers a wide range of professional development opportunities that enable mediators to enhance their skills, expand their knowledge, and stay updated with industry trends. These opportunities provide valuable platforms for learning, networking, and professional growth. In this section, we will explore different types of professional development opportunities available in mediation and provide advice on how to choose the ones that are most beneficial to you and align with your professional goals.

1.     Certification Programs and degrees from established colleges and universities: Certification programs and degrees provide structured training and education in ADR in general and for specific areas of mediation. They are designed to deepen your knowledge, develop specialized skills, and demonstrate your expertise in a particular field. For example, you may consider pursuing certifications in family mediation, workplace mediation, or international mediation. When choosing a certification program, ensure that it is offered by a reputable organization or institution, covers relevant topics, and provides comprehensive training that aligns with your interests, career goals and the has the necessary training that your clients will want from you.

2.     Training Courses and Workshops: If a degree isn’t what you need or you’re your clients will want to see your resume, training courses and workshops offer focused and practical learning experiences in various aspects of mediation. These opportunities allow you to develop specific skills, learn new techniques, and gain hands-on experience under the guidance of experienced mediators. Look for training courses that offer interactive and experiential learning, provide opportunities for role-playing and case studies, and are facilitated by knowledgeable trainers. Consider the topics, duration, and learning outcomes of the training courses to ensure they meet your learning objectives.

3.     Industry Conferences and Seminars: For continuing education, industry conferences and seminars bring together mediators, practitioners, scholars, and thought leaders in the field. These events offer opportunities for learning, networking, and staying updated with the latest research, trends, and best practices in mediation. When choosing which conferences or seminars to attend, consider the quality and reputation of the event, the diversity of topics and speakers, and the relevance of the content to your practice. Look for conferences that offer a mix of keynote speeches, panel discussions, and interactive workshops to maximize your learning experience.

4.     Webinars and Online Learning Platforms: Additionally, webinars and online learning platforms provide convenient and accessible options for professional development. They allow you to learn from experts in the field, engage in interactive sessions, and access resources from the comfort of your own space. Look for webinars and online learning platforms that offer a variety of topics, reliable presenters, and opportunities for discussion and Q&A sessions. Consider your preferred learning style and schedule when selecting webinars or online courses to ensure they fit your needs.

5.     Peer Learning and Mentorship: Peer learning and mentorship offer valuable opportunities for mediators to learn from and support one another. Participating in study groups, discussion circles, or peer supervision sessions allows you to share experiences, exchange ideas, and receive feedback from fellow mediators. Seeking mentorship from experienced mediators can provide guidance, practical advice, and support in your professional development journey. When engaging in peer learning or mentorship, seek individuals with diverse experiences, expertise, and a willingness to share their knowledge.

6.     Professional Association Resources: Professional associations and organizations in the field of mediation often provide resources, publications, webinars, and conferences that cater to the professional development needs of mediators. Consider joining a reputable professional association or organization that aligns with your practice area and interests. Explore the resources and opportunities they offer, such as newsletters, online forums, specialized training programs, and networking events. Active involvement in these associations can provide access to a supportive community, valuable resources, and opportunities for collaboration.

When choosing professional development opportunities, consider the following factors:

·       Relevance: Ensure that the opportunity aligns with your professional goals, interests, and practice area. Choose opportunities that address specific gaps in your knowledge or skills.

·       Quality and Reputation: Research the reputation and credibility of the program, organization, or event. Look for reviews, testimonials, or recommendations from trusted sources.

·       Expertise of Facilitators or Speakers: Consider the expertise and experience of the facilitators or speakers involved in the opportunity. Verify their qualifications, reputation, and contributions to the mediation field.

·       Cost and Accessibility: Evaluate the cost, location, and accessibility of the opportunity. Consider your budget, schedule, and geographical constraints when making your selection.

·       Continuing Education Requirements: If you are bound by professional or regulatory bodies, check if the opportunity fulfills continuing education requirements or contributes to your professional development obligations.

Remember that professional development is an ongoing process, and it is beneficial to engage in a variety of opportunities throughout your career. By actively seeking professional development, you demonstrate a commitment to excellence, continuous learning, and the growth of your mediation practice.

Once you’ve completed any professional development program don’t forget to update your bio / resume / CV so that prospective clients can easily see your devotion to professionalism.

And most importantly, although I think that continuing education is always valuable, before you invest your time and money (both limited resources) think about how any professional development education will enhance your ability to serve clients or help you grow your practice.  Of course professional development matters to all of us.  But if your professional development matters a lot to your clients, it should matter a lot to you too.