This section complements the interview data with material from the participant observation, documenting the behaviour of lawyers and how they interacted with clients.

Following these lawyers revealed that, in the realm of contact and access, they behaved disrespectfully towards their clients, suggestive of a strained lawyer­client relationship. Their approach appears to impact adversely on the treatment clients received.

At this stage, the activity of these lawyers is detailed without recourse to critique. Instead, specific situations and statements are presented to demonstrate their everyday doings. This data is structured into the following three areas:

1. Organisation - the manner in which firms were premised upon discontinuous representation.

2. Continuity - the effect this had on consistency of representation.

3. Time - the concomitant impact on when and for how long clients were seen.