Phone, Email, Text: When to Use Which

Connecting with others has never been easier. The advent of the smartphone age, and its vast adoption, transformed communication. The days when picking up a landline phone and leaving a message, although still in existence, are definitely in our rearview mirrors. The smartphone truly transformed communication for everyone, including attorneys and clients. Now that we have all these options, what do we do with them, and when?

Phone

If information is personal or serious, it's still best to pick up the phone. Somethings need to be said live, allowing for a full give and take. For attorneys, consider the preference of each client. Some prefer phone calls, no matter what the issue. Others prefer email or text. Be sure to check their preference. However, regardless of their preference, some things require a personal call. If the news is unexpected, a difficult situation is encountered, or there is a time-sensitive issue, make the call. 

When it comes to the phone, many times you end up leaving a message. Keep the comments brief. Simply state your name, the reason for the call, and ask them to call you back and provide that number. Do not leave the full message on voicemail, particularly if it isn't good news.  

Text

Texting (or text equivalent)  is convenient, that's for sure. Nearly 5 times as many texts are sent than phone calls made. Not only is it convenient for both the sender and the recipient it's also instant. There are many options out there for 'texting'. Certainly using the built-in texting feature on the smartphone is an option. However, apps like WhatsApp, Telegram, and many others are quickly overtaking the built-in texting app. Some tout greater data security, like the new WhatsApp ad campaign. Again, use this only if your client agrees to receive texts. 

Use text if you have a brief and easily understood update. Text messages should be brief - no more than a sentence or two. If the content is sensitive, even if brief, texting isn't optimal. Consider both the length of the message and its nature. 

Reminders, follow-up, and feedback are great uses for text. Perhaps there is an upcoming court date, or you need a specific document, text is a great tool. Telling someone their case didn't turn out the way they wanted? Probably not on text. 

One caveat on text is data privacy. Certainly, most people I know have a passcode on their phone and have set their preferences to not show the text content on alert of receipt. However, not everyone has done that. Be certain to track messages sent from a phone to the matter, either by updating your case management software or using a built-in tool that will automatically track it. The concern here is if the attorney sends the message from their phone and then they leave the firm. Those messages go with that phone. Be sure to track the information.

Email

Still a fan favorite if the information is detailed or requires a longer explanation. No one wants to read a text that takes longer than 10 seconds. Send an email if there are attachments, reference content, or external sources the client should see. Certainly, the client can open the email on their smartphone, similar to a text. However, the mobile app is built with features to make all of that easier to view and manage.

Regardless of the communication platform you choose, follow these ground rules:

• Consider the time of day... or night. You may be a night owl, and that's great. But if your clients' phone is set to receive alerts, and it's also their alarm in the morning, sending that update a 1 am may not be great. 
• TRIPLE check the recipient information. It's happened... the right message is sent to the wrong person. Not good. Especially at 1 am, triple-check that.
• Check that autocorrect. We've all seen the sometimes hilarious, sometimes embarrassing, result of autocorrect. Once the message is complete, read it over. Best to be sure. 
• Avoid all caps, exclamation points, and slang. 
• Be respective in tone. Not too formal, not too casual.
• Be succinct. 

Case Management Software

Consider your case management software. Most, including SimpleLaw, provide integration for your law firm email, and options to note phone calls and texts. Particularly if your firm uses texts, make sure you track those or use the built-in feature to send a text to clients to ensure it is recorded, securely, in your portal.

With more and more options to communicate, it's critical to understand when to use each. The cardinal rule is using the preference of your client if that's an option for your firm. No need to offer every app available, but do give them the options that your firm offers. Ultimately, keeping open communication to ensure the client feels informed and the firm has the information required to efficiently resolve the legal matter is the goal.