Communication is the basis of every relationship. For law, it is absolutely critical. It's not only finding the 'answer' if you will, but who, how, when, where and why it is sent. There are so many aspects to review, including client communications, opposing counsel, family, the firm itself, and so many more. For our purpose, we will focus on the best principles of good communications.
Particularly in law, being clear and direct is critical. Whether letting a client know the information they need to provide or updating them on a question they proposed. From time to time, we all have to share information that may not be great to hear. But sugar coating it or putting it in a softer context can be misleading. Now, that's not to say don't consider the recipients reaction. But don't beat around the bush. Good or bad, give the information in the most straightforward and understandable manner. Clarity is key. Don't leave the recipient wondering 'what did that mean?'.
Going in to too much detail can be overwhelming, for both the communicator and the recipient. With the caveat that clients are encouraged to ask any questions they may have, provide the information needed for that point in time, delivering the feedback to the person or people who need to hear it. Of course, it's all about balance. Don't over simplify for the situation either.
Remember not to use too much legal jargon. Of course, to you, the words have a precise and well understood meaning. But to clients? It may all be misleading. Use everyday language to the extent possible. Certainly some legal jargon may be required. If so, be sure to explain those terms.
Some people are naturally less emotional. Others are more so. Take into consideration what you know about your client. If you know this is a highly emotional issue, approach the communication with that in mind. Not to say you should ignore the two previous recommendations, but to keep their disposition in mind. When it comes to word choice, consider your options.
Some things are great via email, like reminders or perhaps requests for information. Other things need a phone call. Others are most appropriate in person. With so many options available to us these days, pick the one that fits best. Remember to take into account the recipients preferences too. But don't let their preference determine the method if the news is better delivered in a different way. Ultimately, it's up to them how to receive the information. But it is a reflection on your firm as to how you approach it.
Communication is a two way exchange. Certainly, delivering the information is the start. But be sure to confirm with the recipient that they understand the message. It's critical here to pause, give them time to think. Be sure to emphasize that if they have questions, now or later, they can reach out at any time. Clearly, staving off a misunderstanding makes the entire process of resolving a legal issue that much easier. If the person doesn't understand, be patient. Remember, as an attorney, you do this day in and day out, following extensive education. For most clients, this is not part of their normal routine.
The basis of a good experience is good communication. Just as you don't want to be blind sided by news, neither does your client. Keeping them informed along the way, whether through your case management software platform or in other ways. Working with your clients, create that good communication practice from the start, all the way through to case resolution. Not only will your firm have a better experience, but so will your client and as such, your future clients, too.