Strategies for Repelling Clients and Antagonizing Partners in Electronic Disclosure

In the rapidly evolving world of eDisclosure, effective communication is the cornerstone of success. Saida Joseph, senior director of Document Review Services at Epiq Systems, underscores this importance, emphasising that clear, consistent, and empathetic communication can make all the difference.

One of the key technologies driving efficiency and cost-effectiveness in eDisclosure is near duplicate document identification and email threading. These tools help streamline the process, ensuring a consistent approach and saving valuable time and resources.

Empathy is another crucial factor in eDisclosure leadership. By putting oneself in the client's shoes and treating them as one would like to be treated, relationships can be maintained and strengthened.

Asking the right questions is also vital. Asking 'what are you trying to achieve?' early and often can help ensure that the eDisclosure process aligns with the client's objectives.

Clear and concise communication is especially important in eDisclosure, where clients may not be experts in the field. Providing numbers that need further analysis can be confusing, so tabulating numbers and explaining what they mean is essential for successful communication.

New tools are constantly being developed in eDisclosure, and it's important for providers to keep their clients informed about these advancements. The book 'How to Win Friends and Influence People' by Dale Carnegie, first published in the 1930s, provides valuable lessons for successful communication in business and can offer insights for eDisclosure professionals.

Good communication practices also extend to the early stages of the eDisclosure process. Discussing the production at the outset ensures that the collection, processing, and review of data meet the client's needs.

Honesty is key in eDisclosure partnerships. Over-promising and under-delivering can harm the relationship and should be avoided. Regular check-ins with the client to discuss achievement objectives are necessary to maintain transparency and trust.

In the fast-paced world of legal projects, responding promptly with timeframes, even if it's just an hour, helps build trust with the client. All calls and instructions given to clients or team members should be documented to avoid confusion and ensure all team members understand every aspect of the project.

Success in eDisclosure is rooted in good communication practices, asking the right questions, and following simple rules for honesty and transparency. By adopting these principles, eDisclosure professionals can build strong, productive relationships with their clients and achieve successful outcomes.