By Julie Bays, OBA Management Assistance Program Director

Your client may not expect news about their case every week, but they do want to know their matter has not been forgotten.

Lawyers know that a matter can move slowly while they wait for a court date, opposing counsel, discovery responses, an insurance company, an expert or a decision from the court. But after several weeks without an update, a client cannot tell the difference between normal waiting and being forgotten.

Sometimes a short update is all that is needed to answer the question the client may be reluctant to ask: “Is anything happening with my case?”

And you do not need a new development to have something useful to say.

For example:

“There has not been a new development since we last spoke. We are currently waiting for [next event]. In the meantime, we are [work underway]. I expect to update you again by [date], even if the status has not changed. Please let me know if [specific information] changes on your end.”

That message does more than say, “Nothing has happened.” It tells the client what you are waiting for, what you are doing in the meantime and when they can expect to hear from you again.

Before sending it, of course, replace the brackets with details that fit the matter. And if you promise another update by a certain date, put that date on your calendar or in your practice management system.

These updates do not have to be long. In fact, a short, meaningful message may be much better than waiting until you have enough “news” to justify a lengthy email.

This week, identify one client who has not heard from your office recently. Tell them what you are waiting for, what your office is doing in the meantime and when they can expect the next update. That update is worth sending even if there is no new development to report.