Client Communication Protocol Checklist

Record name, phone, email, physical address, matter type, source, and jurisdiction in Clio Grow / Lawmatics / Lead Docket. Flag any statute-of-limitations dates the caller mentions — those drive the consultation urgency.

Search the conflicts database across client, related entities, opposing party, key witnesses, and known adversaries before any substantive legal discussion. Rule 1.7 / 1.9 / 1.10 imputation applies firm-wide. Do not schedule the consultation until this clears.

Document the hit, the affected matters, and the proposed resolution (decline, conflict waiver, or ethical screen). The managing partner records the decision in writing before the matter advances.

Send a confirmation with date, time, format (in-person, Zoom, phone), the responsible attorney's name, and a pre-consultation document request. Most firms target a consult within 48 hours of a qualified lead.

Open the consultation by explaining what the consult covers, what it does not, and how attorney-client privilege attaches. Note that privilege extends to firm staff but not to third parties the client brings to the meeting — ask non-clients to step out.

Take structured notes covering parties, facts, desired outcome, and any statute-of-limitations or filing deadlines. Record the SOL in two places — calendar and matter file — so a single missed entry doesn't drop a malpractice trap.

Two-party-consent states require explicit, recorded permission before the meeting is captured. If consent is declined, fall back to contemporaneous notes — do not record covertly.

Generate the engagement letter from the matter-type-specific template — scope, fee structure, retainer amount, billing cadence, communication preferences, and dispute resolution clause. Route through DocuSign or the PMS e-sign module; track until countersigned.

Record the client's preferred channels (portal, email, phone, text) and quiet hours. Most firms commit to a one-business-day response standard under Rule 1.4 — set the expectation in writing so disputes later don't turn on memory.

Create the Clio Connect / MyCase / NetDocuments portal account. Send the welcome packet with login, responsible-attorney contact card, billing cycle expectations, and the firm's secure-messaging guidance — no PII over unencrypted email.

An acknowledgment is not a substantive answer — it confirms receipt and sets the next contact time. Rule 1.4 grievances cluster on long radio silences, not on "working on it" replies.

Cover work completed, work in progress, upcoming deadlines, strategy changes, and current trust balance. Send through the portal so the message lives in the matter file, not just the attorney's sent folder.

For every substantive call, record date, time, participants, topics, decisions, and any commitments. A 30-second memo-to-file beats a six-month-old recollection in any fee dispute or bar grievance.

Profile each document in NetDocuments / iManage / Worldox with matter number, client name, and document type. Loose files in personal Outlook folders are invisible to the rest of the team and break privilege review during discovery.

Use the portal or encrypted email for anything containing financial, medical, immigration, or family-court detail. State data-breach laws layer on Model Rule 1.6(c); a single misdirected attachment can trigger notification obligations.

Pull the matter's communication log and confirm no inbound message went more than three business days without a response. Flag outliers for the responsible attorney before the client does.

Document what went wrong, contact the client with a status update and an explanation, and reset the response SLA. Loop in the managing partner if the gap exceeded two weeks or touched a court deadline.

Hold a brief closing call or send a closing email summarizing matter outcome, any post-closing obligations, and the records-retention timeline for this matter type.

The closing letter states the scope is complete, identifies any remaining client obligations (filings, renewals, SOL on related claims), and confirms file-return or destruction policy under the state bar minimum (commonly 5–7 years).

Send a short survey or Clio Grow / Lawmatics feedback link. Tag the response in the CRM so marketing can request a review where the client opts in — and so the firm spots service issues before the next grievance.