A supervising attorney reviews a file before a pretrial conference. She finds that the jury demand was never filed. The associate on the case is already working on a fix. Now the firm has to answer two questions. Does the client need to know? If so, who tells them, and when? Here is the short […]
An attorney at your firm emails defense counsel about a settlement demand. She copies the client so he stays in the loop. Defense counsel hits reply-all with a low response. The client is upset, so he hits reply-all too. He types out what he really thinks of the case, plus a detail about his injuries […]
A client hurt in a crash calls the office three times in one week with the same question. One day he sounds sure of himself. The next day he seems lost. His daughter calls too. She wants updates and offers to “handle things” for him. Your case manager doesn’t know who to talk to, what […]
A settlement offer comes in on a Tuesday afternoon. The attorney calls the client, who speaks mostly Spanish. The bilingual receptionist interprets from her desk between phone calls. A week later the firm mails the release to the client’s home. It is in English. Firms with non-English speaking clients run into moments like this, and […]
The intake coordinator is on the phone with a new car accident client while sorting voicemails, emailed intake sheets, and a PDF that still needs to be printed. The client is waiting, the coordinator is retyping names and dates, and nobody can say with confidence whether the latest attachment belongs in the right matter. Fillable […]
Picture a paralegal emailing a draft settlement agreement to opposing counsel as a Word file. The visible text looks clean. The tracked changes still hold an earlier draft, though. A margin comment from the supervising attorney notes the lowest number the client will accept. Anyone who opens the review pane can read it. That is […]
Medical records sit at the center of many personal injury cases. They also contain some of the most sensitive information a client will ever share with a law firm. Yet staff and clients often exchange records, bills, photographs, provider lists, and treatment updates through ordinary email because email is familiar. Familiar does not mean risk […]
On a Tuesday morning, a paralegal notices something odd in her sent folder. It holds emails she never wrote. Overnight, someone logged into her mailbox, set up a forwarding rule, and sent fake invoices to three clients. Her inbox holds months of medical records, settlement figures, and client messages. Your IT vendor is resetting passwords. […]
Picture a new client who emails your firm the night before intake. Attached is a twelve-page document with headings, a timeline, and a confident theory of liability. It reads like a brief. It also has the accident on the wrong date, and it leaves out the earlier claim the client mentioned on the phone. When […]
A paralegal opens the case-status dashboard and sees the same problem repeated across the caseload. Several clients still haven't returned medical-record authorizations. An intake form remains unsigned. A client has an appointment approaching, but nobody knows whether the appointment details were seen. The team starts another round of calls and one-off emails, hoping to clear […]
Your case manager has called the same client six times in three weeks. Texts go unanswered. The last email bounced back from a full inbox. Discovery responses that need the client’s input are coming due, and the adjuster keeps asking when you’ll have updated medical records. Every firm runs into an unresponsive client eventually. What […]
A client sends medical records from a phone at 9:14 p.m. The paralegal downloads them, saves them to a desktop folder, and emails a confirmation. The next morning, someone searches for the latest version, finds two copies, and asks whether the file was ever placed in the matter record. No one intended to create a […]
