How to write a client communication policy for a small law firm

Lack of communication is one of the most common complaints clients make about lawyers. A one-page communication policy - shared with every client at intake - sets expectations on both sides and keeps your team consistent. Here's what to put in it.

1. How quickly you respond

Set a realistic promise, such as returning calls and emails within one business day, and say who will respond if the lawyer is in court.

2. When clients will hear from you

Commit to updates at every milestone - when the case moves to a new stage - and to a check-in after a set quiet period even when nothing has changed.

3. Where clients can check for themselves

Tell clients where they can see their case status at any time, so they don't need to call to ask. This is the single biggest reducer of update calls.

4. Which channel for what

• Status and scheduling: written updates the client can look up.
• Questions about their case: their case manager, by phone or email.
• Advice and decisions: a call or meeting with the lawyer.
• Emergencies: a clear number and what counts as an emergency.

5. Language

State which languages you communicate in, and how clients can ask for updates in their preferred one.

6. Privacy

Explain how you keep their information private, and ask clients not to share their access details or forward privileged messages.

How Gides helps

Gides covers point 3 for you: every client gets a private page showing their current stage and your latest update, in your firm's name and in English or Spanish, with an alert when the case moves and a button to ask their case manager to call. Your policy can simply say: "Check your Gides page any time."

Plans start at $99 a month for up to 50 active cases, with unlimited case managers. New firms: your first month is free with code FREEMONTH.

Questions: support@gidescase.com. Gides Case LLC.