What Methods Streamline Communication With Clients for a Lawyer?
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What Methods Streamline Communication With Clients for a Lawyer?
In today’s hyperconnected world, streamlined communication with legal clients is paramount. Insights are offered from an Attorney and a Lawyer, among others. Learn about implementing clear communication policies straight from the start and the growing trend of adopting plain language for clarity at the conclusion, with a total of five expert insights shared.
- Implement Clear Communication Policies
- Use Grammarly Snippets for Consistency
- Utilize Real-Time Virtual Meetings
- Set Up a Secure Client Portal
- Adopt Plain Language for Clarity
Implement Clear Communication Policies
Streamlining communication with clients is key to a smooth working relationship. One effective method is to provide a clear communication policy upon engagement, outlining how and when clients can reach you and what to expect in terms of response times. Utilizing secure client-portal software (like Clio, Practice Panther, Filevine, etc.) for document sharing and messaging ensures privacy and efficiency. Regularly scheduled check-ins, either through phone or video, help keep clients informed and reduce last-minute issues. Automated email updates for case milestones and using task-management software for tracking outstanding items can further improve clarity and reduce communication delays.
Use Grammarly Snippets for Consistency
One method I've implemented to streamline communication with legal clients at my company is using Grammarly snippets across our team to create templates for standard email communications. These snippets enable us to maintain consistency in the tone, style, and accuracy of our messaging, especially when responding to common client questions or application requests. Based on prior workflow, we've developed a large library of approved snippets covering a wide range of scenarios, from initial contacts to follow-up status updates and contract requests.
Utilizing these pre-written, polished responses, our team saves time and ensures that every email we send is professional, clear, and aligned with our firm's voice. It's been a game-changer for us, as it reduces the need to craft new responses from scratch, allowing us to focus more on personalized client interactions when they matter most.
Utilize Real-Time Virtual Meetings
Streamlining Client Communication with Virtual Real-Time Meetings through Zoom and Microsoft Teams
As the founder of a legal process outsourcing company, one method I've implemented to streamline communication with our clients is the use of a dedicated client portal.
Early on, I noticed that our email exchanges were often overwhelming for both our team and our clients, leading to missed messages and confusion about project statuses. To address this, I spearheaded the development of an intuitive portal where clients could access all their case documents, track progress, and communicate directly with our team in real-time.
Additionally, I made sure to incorporate regular Zoom meetings to facilitate easy and direct communication with clients, while we use Microsoft Teams for seamless collaboration among our team members.
This approach has significantly improved our communication efficiency, enhancing client satisfaction and leading to stronger relationships, as clients feel more in control of their legal processes and can easily reach out to us when needed.
Set Up a Secure Client Portal
One method that has completely transformed how I communicate with clients is setting up a secure client portal. Before, keeping everyone in the loop was a bit chaotic—especially with the high volume of personal-injury cases I handle. Clients would often feel out of the loop, anxious about their case progress.
With the portal, clients can now access updates, documents, and even ask questions at any time. This not only provides them with peace of mind but frees me up to focus on their case rather than constantly answering calls or emails. It’s a simple solution that’s made a world of difference in maintaining strong, transparent relationships.
Adopt Plain Language for Clarity
USE OF PLAIN LANGUAGE
Legal professionals often deal with complex legal terminology, known as “legalese,” which can be confusing for clients. Avoiding complex language altogether can alleviate much of the confusion, and this can be accomplished by the use of plain language. Some examples of plain language are:
Replace technical legal terms with simpler equivalents. For example, instead of saying “jurisdiction,” say “the authority to make decisions.”
Instead of saying, “We need to file a motion for summary judgment,” you might say, “We’ll ask the judge to make a final decision without going to trial.”
Avoid acronyms or, if using them, explain them clearly. Instead of “DUI,” say “driving under the influence.”
Use short, clear sentences and avoid passive voice, which can make sentences harder to understand.
GAUGING YOUR CLIENT'S UNDERSTANDING
After explaining something, don’t assume that silence means understanding. Clients might feel too intimidated to admit they’re confused. Not every client finds comfort in the phrase "There are no stupid questions." In fact, many people hesitate to ask questions out of fear that it may reflect poorly on their intelligence. Gauge your client's understanding by asking open-ended questions like, “Can you explain in your own words what you understand from this?” Invite them to ask follow-up questions by saying, “Is there any part that wasn’t clear, or would you like me to go over something again?” Avoid yes/no questions like, “Do you understand?” as they might lead to a superficial confirmation without ensuring real comprehension.
