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Communication Methods and When to Use Them (messages, texts, calls, emails)

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  1. Phone Calls – Communication with clients via phone calls is usually only when they have a scheduled call with the attorney. Any sort of quick updates or brief information you need to share should be shared through MyCase (see below)
    1. IF AN ATTORNEY HAS A PARALEGAL: When a client randomly calls in, it is rare they will get transferred to the attorney and will almost always go to the paralegal to either try to answer their question or set up a phone call with the attorney.
      1. If you need to schedule a phone call w/ the client, let the paralegal know and they will set it up.
    2. IF AN ATTORNEY DOES NOT HAVE A PARALEGAL: When a client randomly calls in, the attorney will be asked if they want to take the call. They can either take the call, have the client go to their VM, or ask reception to schedule something on their calendar
  2. MyCase Messages – Should generally be the primary method of written communication with clients. Easily allows anyone to go into the file and review/reference prior messages.
    1. Tip: Start a new MyCase message for different topics/threads/discussions rather than continuing to respond or send messages in the same message. This makes it easier to find topics you’ve discussed.
  3. MyCase Text Messages – Should be used for short updates or messages to clients, when a quicker response is needed, or to respond to a client who sends in a text message. You may also find that some clients prefer text message communication to MyCase Message communication and then you can use it for longer messages BUT there is a limit to how long the message can be and it’s harder to go back and review older text messages.
  4. Outlook Emails – We should (generally) NOT email clients through outlook. It’s best practice to keep communication in MyCase. Outlook email is most commonly used to communicate with other attorneys and internally to staff.
    1. Anytime you send an email related to a case, make sure you link it to Mycase (separate instructions provided)
    1. If a client emails you rather than sending you a message, respond to the client via MyCase message in an attempt to direct them back to that platform.
    1. On rare occasion, you’ll have a client who “can’t figure out” MyCase and then email communication is appropriate, but always ensure you are copying the paralegal and linking to MyCase.
    1. If you receive an email on a case that the paralegal is NOT included on, immediately forward to the paralegal