Silence feels like neglect
Legal matters often move slowly, with long periods where nothing visible happens. Clients may interpret silence as a sign that their case has been forgotten, even when work is happening behind the scenes.
Create update templates
Use AI to draft templates for common stages of a matter, such as:
- Case opened and initial steps
- Documents filed or received
- Waiting periods and what they mean
- Upcoming hearings or deadlines
- Settlement discussions
- Case closing
Explain the process simply
Clients often don't understand legal procedures. AI can help translate legal steps into plain language, explaining what's happening and why it takes time. Attorneys should review explanations for accuracy.
Set a regular rhythm
Even a short monthly update, like "Your case is in the discovery phase; we're waiting for the other side's documents," reassures clients. Templates make this quick.
Personalize carefully
Add specific details inside your secure systems, not in public AI tools. Keep confidential information protected.
Reduce incoming calls
When clients receive regular updates, they call less often to ask for status. That frees staff time for substantive work.
Respect ethical duties
Communication with clients is part of a lawyer's professional responsibilities. AI-drafted messages must be reviewed and sent by the firm, and they shouldn't contain advice the attorney hasn't approved.
Measure satisfaction
Ask clients for feedback at the end of a matter. You may find that consistent updates are one of the things they appreciate most.
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