Client communication policy for a law firm: response times, who says what, and what to record

What is a client communication policy and why have one?

A client communication policy is the firm's written answer to four questions: how quickly do we respond, how often do we update, who is allowed to say what, and what do we record? It lets every lawyer and assistant behave consistently and gives a new hire something to follow.

The underlying duty is professional, not just commercial. In the United States the ABA Model Rules of Professional Conduct address communication in Rule 1.4, and states adopt their own versions, so wording and detail vary. Other jurisdictions have equivalent duties in their own conduct rules. Articles from state bar publications, such as those in the sources below, describe communication failures as a recurring theme in client complaints. We do not quote complaint figures here because we have not verified current numbers at source. This is organisational information, not legal advice. Last reviewed: 30 October 2026.

The one-page policy template

Copy and adapt. Replace the bracketed targets with figures your firm can meet; a target you miss weekly is worse than none.

How often should you update clients, by matter stage?

A cadence by stage avoids both silence and noise. These are starting suggestions, not rules; some courts, clients and practice areas will need more.

• Client status updates for lawyers: a template and a cadence

What does 'reasonably informed' mean in practice?

The model rule's language is about keeping a client reasonably informed about the status of a matter and explaining things enough for the client to make informed decisions. It does not set a number of days. What counts as reasonable depends on the matter, the client and local rules.

A useful internal test is whether the client could accurately describe where their matter stands and what is next. If they could not, your updates are not working, however often they are sent. The relevant rule text and its commentary are in your own jurisdiction's rules of professional conduct; read those, and ask your regulator or ethics helpline when unsure.

What should be recorded after each client contact?

• Date, time and channel (call, meeting, email, portal).
• Who took part.
• What was asked and what advice or information was given, in two or three lines.
• Any instruction or decision the client made.
• The next step, who owns it and by when.
• A link to the email or note if one exists.

A record you can find in under a minute protects both client and firm and helps when a colleague has to pick up the file. It also makes updates quick to write, because the facts are already on the matter.

How do you handle an unhappy client or a missed update?

1. 1

   Acknowledge quickly

   Reply the same day. Do not wait until you have the full answer.

2. 2

   Check the record

   Find the last contact and the next step so you speak from facts.

3. 3

   Respond by phone or in person if emotions are high

   Follow with a short written summary.

4. 4

   Escalate

   Tell the responsible or managing lawyer; follow the firm's complaints process.

5. 5

   Fix the cause

   If updates slipped because no one owned the task, add a recurring action to the matter.

Your jurisdiction may have rules about complaints handling and information you must give clients about it. Check them.

Where MatterOS fits

We make MatterOS, so weigh this accordingly. Each matter page can hold a contact log, and the Actions list can carry a recurring 'send update' task with an owner and a date. A client-safe status page can be shared from Notion. MatterOS does not send reminders to clients, does not integrate with your phone system, and cannot make your lawyers follow the policy; it gives the policy a place to be checked.

• MatterOS: the Notion operating system for lawyers
• The Matter Method
• Pricing: one payment, no subscription
• Client portal in Notion
• Law firm client portals in Notion
• Client portal guide

Frequently asked questions

What should a law firm client communication policy include?

It should include response-time targets, an update cadence by matter stage, who may give advice versus status, the agreed channel, an escalation route, what to record after contact and away cover. Keep it to one page and set targets the firm can actually meet.

How often should a lawyer contact a client?

No single number applies everywhere. Many firms set a proactive update every few weeks on active matters and after any significant event, with longer gaps when waiting on others. Your jurisdiction's conduct rules require keeping clients reasonably informed, so check them.

What does Rule 1.4 require?

The ABA Model Rule 1.4 addresses communication: keeping clients reasonably informed, responding to reasonable requests and explaining matters so clients can make informed decisions. States adopt their own versions, so read your jurisdiction's rule and any guidance from your regulator. This is not legal advice.

How fast should a law firm respond to clients?

Set a target you can meet, such as acknowledging messages within one working day and giving a substantive reply within a few days. The right figures vary by practice and client expectations. Always tell the client when to expect a full answer if you cannot give one now.

Who in a law firm may give clients case status?

Under a typical policy, assistants and paralegals may relay factual status from the matter record, such as a filing date or the next hearing, while the responsible lawyer gives advice and opinions. Define the line in writing and check supervision rules in your jurisdiction.