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Client Communication Protocol Checklist
Initial Client Contact
Verify the potential client's contact information such as phone number, email, and physical address
Perform a conflict of interest check before any substantive communication
Schedule an initial consultation, clearly communicating the date, time, and method (e.g., in-person, phone call, video conference)
During Consultation
Clearly explain the consultation process and what the client can expect
Discuss confidentiality and attorney-client privilege
Take thorough notes and/or record the consultation with the client's permission
Ongoing Communication
Establish preferred methods and frequency of communication with the client
Provide regular updates on case progress, including any changes in strategy or timelines
Respond to client communications in a timely manner (e.g., within 24 hours)
Documenting Communication
Keep detailed records of all communications, including dates, times, participants, and key points discussed
Securely store communication records in compliance with privacy laws and regulations
Use client management software to track communications and document sharing when appropriate
Communication Etiquette
Maintain professionalism and courtesy in all communications, regardless of the method
Ensure clarity and avoid legal jargon or explain it when necessary
Be proactive in addressing any client concerns or misunderstandings immediately
Closing Communication
Confirm that all client questions have been answered and that they understand the status of their matter
Provide the client with a closing letter summarizing the case outcomes and any follow-up actions required
Thank the client for their business and ask for feedback on the service provided
