Mark Prebble, Managing In-House Legal Services: Providing High Value Support for Your Organisation (Thorogood 2009) at 49, discusses support staff and both gives and takes advice: “Without getting bureaucratic it is worth developing an operating guide for support staff, which sets out respective expectations and acts something as an induction briefing for a new recruit.”
He gives good advice, if your department has the heft to benefit from a handbook for non-lawyer roles. The guide can lay out what is expected and what aids can help the staff achieve those expectations. The further advice not to over-administer work is also sound. Don’t clog the arteries with rules and restrictions.