Workflow Templates: Client Communication Protocol Checklist

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)

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

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)

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

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

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

Client Communication Protocol Checklist