[ 0026 ] fig1 illustrates a service provider network ( spn ) 10 consistent with the invention . spn 10 operates as a computing platform for providing services to a plurality of users 12 coupled thereto over an electronic communications network 14 . users may couple to spn 10 through any number of electronic communications media , e . g ., a global public network such as the internet 16 and / or a public telephone network 18 . other electronic communications media , including point - to - point or other private voice and / or data networks , may also be used . a user may couple to an spn over voice and / or data electronic communications links . for example , a user 12 may couple to an spn through electronic communications links provided in a computer 20 and / or a telephone 22 . it should be appreciated that a user can access spn 10 through a computer or a telephone or both in various applications of the invention . spn 10 includes a backbone 24 including a multi - user computer system 26 ( including one or more computers ) and / or an internal phone network ( represented by pbx 28 ). any number and combination of computer data and / or voice networks may be utilized within backbone 24 in different applications . the efficient and cost - effective provision of services to users is principally obtained through an efficient allocation of resources between one or more receptionists 30 and one or more service providers 36 , 42 . each receptionist 30 handles incoming service requests from users and performs other tasks such as obtaining demographic information and payment information , among other functions discussed in greater detail below . service providers represent the persons that actually perform the services requested by a user , typically by those professionally trained as experts in providing such services . each receptionist is typically coupled to backbone 24 through the use of a computer 32 and telephone 34 . likewise , a service provider may be coupled to backbone 24 either as a local service provider 36 ( via an internal network link using a computer 38 and telephone 40 ), or as a remote service provider 42 ( via an external network link using a computer 44 and telephone 46 ). typically , each remote service provider 42 is coupled to the backbone at least partially through a public electronic communications medium such as the internet 16 and / or public telephone network 18 . any number of receptionist and / or service providers may be utilized consistent with the invention . moreover , service providers may be restricted to only local or remote access to backbone 24 . furthermore , the functionality of backbone 24 may be distributed amongst the various service providers and receptionists . as discussed above , user database 94 maintains a database of user information regarding the users of the service provider network . such user information may be stored in a user record , e . g ., having the format of user record 100 of fig2 which includes a plurality of fields 102 . a user record may contain various arrangements and types of user information and user management information , as well as demographic and other statistical information for use in tracking service performance . the precise information will typically vary in different applications . for example , as shown in fig2 the following fields may be supported in a user record consistent with the invention ( the use of which are discussed in greater detail below ): approval code — the authorization code provided as a result of credit card authorization 900 no .— flag indicating payment by 900 no . or other direct phone billing check expected — date user has indicated check / money order will be mailed by [ 0054 ] fig3 next illustrates at 120 the sequence of operations performed by a receptionist in handling a call , or contact , from a user desiring services from the service provider network . in general , a receptionist receives a contact from a user as represented at block 122 , and initially explains the service and payment options available to that user in block 124 . based upon the service and payment options presented to the user , a user may decide whether and how to proceed with the service provider network . in general , as represented at block 126 , a user may decide that he or she is not interested in receiving services , whereby the contact will be terminated in block 128 . on the other hand , the user or the receptionist may determine that the user &# 39 ; s particular situation cannot be handled by the service provider network , and that instead a referral to an appropriate agency would be appropriate . in such instances , the user is provided with a referral from a referral list in block 130 , and the contact is terminated ( block 128 ). in addition , after having the service and payment options explained to the user , the user may desire to proceed with obtaining service from the service provider network , whereby the receptionist then obtains user information from the user as represented at block 132 . among such user information includes demographic information suitable for the spn retrieving adequate assurance of payment for service . for example , for credit card transactions , it has been determined that the first name , the street number and the zip code of a user &# 39 ; s billing address is sufficiently devoid of fraud that a credit card company will accept such information as proof of authorization to debit a credit card account . additional information , e . g ., age , sex , and a referral source , as well as other demographic information , may also be obtained . once demographic information has been obtained from a user , the user then determines what type of payment will be used to pay for the services . as shown at block 134 , a number of different payment types may be utilized to pay for the desired services . once the suitable payment information has been received , the receptionist next confirms payment as represented at block 144 . confirmation of the payment varies depending upon the particular type of payment being made by a user . based upon whether the payment has been assured , a contact with a user is either terminated or forwarded on to the lawyer . if , however , payment has been assured , the receptionist then creates a user record as represented at block 150 , and forwards contact to the lawyer as represented at block 152 . contacts may be transferred between a receptionist and a lawyer in a number of different manners depending upon both the underlying hardware platform and the type of contact . to implement the functionality described above in connection with routine 120 , fig4 next illustrates the handling of service for a user from the perspective of a lawyer , as represented at 300 . a lawyer may process a contact with a user in one of two manners represented by blocks 302 and 304 . first , a lawyer may receive a contact forwarded by a receptionist . in the alternative , as represented at block 304 , the lawyer may choose to resume a suspended contact by initiating contact with the user , e . g ., by phoning the user directly . regardless of how the contact is initiated , however , the lawyer next opens the contact and views the user record associated with that contact ( block 306 ). next , as represented by blocks 308 - 314 , the lawyer renders legal advice to the user by interacting with the user and attempting to render advice based upon the user &# 39 ; s particular problems and questions . as shown by block 310 , during this interaction , the lawyer may access a knowledge database to assist in the quick and efficient rendering of advice . moreover , as represented at block 312 , the lawyer may access and customize legal forms for the user while the lawyer is online with the user , e . g ., using a custom form generator application 96 ( fig3 ) to assist the user in obtaining relevant legal documents for his or her particular problem . in addition , during the rendering of advice , the lawyer may offer the user an add - on product if appropriate , as represented by block 314 . an add - on product may represent , for example , any number of packages that a user may have interest in to assist him or her in performing legal representing pro se . for example , a user may be encouraged to purchase add - on products such as papers for filing and proceeding through a no - fault divorce , papers for filing and proceeding in a child custody action , materials for drafting wills and other estate planning documents , small claims , articles of incorporation , debt collection , simple pleadings , credit restoration , domestic relations matters , and other legal documents . moreover , as represented at block 316 , during the rendering of advice and interaction with a user , the lawyer may also draft notes and / or opinions . in any of the foregoing instances , custom document assembly and delivery is required to the user . in accordance with the present invention , an efficient , useful and convenient mechanism is disclosed for delivering electronic legal documents in rtf format to users immediately and directly to a new browser window which allows users to modify the documents at will . [ 0059 ] fig5 is a block diagram of the specific document delivery architecture for direct browser delivery of rich text format documents in accordance with the method of fig4 . as seen in fig5 a client 12 residing in one state x uses their client station to connect through the internet to the service provider network ( spn ) 10 , where they interact with lawyer 300 and attempt to obtain advice based upon the user &# 39 ; s particular problems and questions . as a first step , the client 12 indicates their home state from an html selection page . next , client 12 is presented with a selection page in html format for indicating the type of law at issue . the selections may include the following : if the client 12 selects business , they are next presented with a purchase page such as shown in fig6 . from this , the client can select from available business documents simply by clicking on the appropriate button . if , for instance , the client 12 selects an automobile bill of sale , they are presented with an expert questionnaire 410 created in html format with all appropriate questions . [ 0093 ] fig7 is an example of the auto bill of sale questionnaire , and if the client scrolls down they will encounter all of the following questions : if there is more than one purchaser , what is the name of the other purchaser ? if there is more than one seller , what is the name of the other seller ? is the vehicle being purchased for a price less than its fair market value ? if yes , state the reason the vehicle is being sold for a price less than fair market value : is the mileage of the vehicle in excess of its mechanical limits ? yes no the user 12 completes the html questionnaire 410 with information specific to their particular legal matter . the information from the html questionnaire is transferred directly back to the spn 10 server . when the client hits the submit button the spn 10 server begins a recursive document assembly process to merge the information into a skeleton form document as will be described . while the user is on - line , the attorney 300 uses his / her own desktop computer interface 420 to authorize the service provider network ( spn ) 10 to retrieve a typical “ skeleton ” form legal document as appropriate for indicated need of client 12 , and the selected skeleton document 430 is generated under attorney control by the staff of the spn 10 . as mentioned above , as soon as the client 12 hits the submit button a script logic engine 450 resident on the spn 10 server combines the user 12 packet of information with the selected skeleton document line by line to create a completed document in rtf format . at this point the website informs the user 12 that their “ package of personalized documents has been successfully created .” they are invited to “ select the method of payment that they wish to use .”, and they are given a document reference id ( for example “ roycraigmdbosv491838587 . rtf ”). this transaction reference number allows retrieval of the document even after the connection is unexpectedly broken . script logic engine 450 combines the user 12 packet of information with the selected skeleton document 430 to render a unique and personalized legal document 460 , which is in turn submitted to a visual basic ( vb ) script export engine for translation to rich text format . the user downloads the completed documents during the current connection to the web site . [ 0115 ] fig8 is a top - level flow chart implementation of the vb script logic engine 450 of fig5 and fig9 is an exemplary visual basic implementation incorporating the flow chart of fig8 . at step 100 ( see fig8 and 9 . 1 ), the method defines all requisite variables . at step 200 ( see fig8 and 9 . 1 ), the method determines which legal desktop skeleton document is appropriate based on an “ if ” “ then ” conditional evaluation of information and selections evaluation in the completed questionnaire . at step 300 ( see fig8 and 9 . 2 ), the server 10 determines which information from expert questionnaire 410 should be merged into legal desktop skeleton document based on conditional replacements and rules . at step 500 , the server 10 opens a target file to contain the finished rtf document . the heart of the vb script logic engine begins at step 600 ( see fig8 and 9 . 2 ), where the method moves line - by - line down through the lines of the skeleton document and inserts the appropriate information from the client questionnaire into the skeleton . the relevant information from the html questionnaire is identified by meta - tags , and meta - tagged information is inserted line - by - line into the skeleton document to yield a personalized document which is then stored in an output file in rtf format . rtf ( rich text format ) is a method of encoding formatted text and graphics for easy transfer between applications , and text and graphics interchange that can be used with different output devices , operating environments , and operating systems . rtf is an excellent document format for subscribers , but it is not easy to deliver directly to a browser . most rtf documents produced by word processors are not readily postable to a browser window . as a result , it is difficult to implement completely and correctly . rtf ( rich text format ) was designed by microsoft as a standard format for interchanging documents between microsoft word and other word processing packages . with the rtf specification , documents created under different operating systems and with different software applications can be transferred between those operating systems and applications . the rich - text format attributes include : the line - by - line document assembly into rtf format is an important facet of the present invention . conventional document assembly systems tend to use proprietary formats ( such as adobe ®, or html . the former places restrictions on the client &# 39 ; s ability to edit the document , and the latter was found to be a problem in the present context because the end appearance of an html document depends largely on the client &# 39 ; s browser configuration . what looks like a perfect legal html document to the server 10 may lose a significant portion of its formatting on the client end , thereby looking and printing poorly . thus , the present invention suggests a way of line - by - line merging of meta - tagged information directly into an rtf document , and then pointing the client to a url location on the server 10 which contains the rtf document . the foregoing is interwoven with the online collection of payment . once the client pays , the client &# 39 ; s browser opens a new window that recognizes the rtf format and displays a perfectly formatted document on the client workstation every time . moreover , the client is free to cut text and paste directly , or save and open files using their own word processor . the specific method steps will now be described , and it should be noted that this form of rtf document assembly and delivery may be equally useful in many other contexts outside the legal field . referring back to fig5 the personalized legal document is complete at step 460 . the next steps are to secure payment and deliver the rtf document . this begins at step 470 where the client 12 is given a personalized document reference number ( for tracking and recovery purposes ) and payment instructions . the foregoing information is coded along with prompts for payment details ( credit card type , number , etc .) onto an html form that bears a submit request button at the bottom . the form instructs the client to complete the information , whereupon the client submits the payment information at step 480 and the information is transmitted back to the server 10 for verification or confirmation . all that remains is to deliver the rtf document in the most convenient manner to the client 12 ( note that the personalized document file now resides on the server 10 and the client 12 is using their browser ). at this point , and as shown at step 485 , the server 10 generates a document request html form for the client with a pointer to the server 10 url containing the rtf personalized document file . the pointer to the server 10 url appears in the client &# 39 ; s browser window as a push - button prompt to obtain access to the completed document . when the client pushes the button the html is scripted to open a secondary browser window on the client workstation for displaying the rtf document . conventional browsers are intelligent enough to recognize the rtf file . consequently , as shown at step 490 , the software opens a new browser window on the client &# 39 ; s computer screen and ports the rtf document directly into it . the foregoing provides an efficient and effective rtf document delivery method where subscribers are free to copy documents into their own word processors for modification at will . having now fully set forth the preferred embodiments and certain modifications of the concept underlying the present invention , various other embodiments as well as certain variations and modifications thereto may obviously occur to those skilled in the art upon becoming familiar with said underlying concept . for example , the particular rtf document delivery architecture for direct browser delivery of rich text format documents may be practiced outside the legal document context . for example , is thought that the rtf document delivery architecture will have widespread utility in other contexts such as creating custom on line quotations from an on - line product catalogue , college applications , and resume production and online job application procedures , examination administration , etc . it is to be understood , therefore , that the invention may be practiced otherwise than as specifically set forth herein .