Re: Emailing Clients in Plain Language
You emailed your client, asking two questions and requesting they send you three documents. When they responded, they only answered one question and attached the wrong documents.
These moments can be frustrating. Doesn’t your client understand how important this is? Do they want to make representing them harder?
Often, your client doesn’t mean to ignore your requests. They might just not understand what you’re asking for. Luckily, you can take steps to make these frustrating moments less likely. The following samples show how plain language can improve your emails.
Before — Not Plain Language
The following email example contains everything you need to communicate with your client, but it includes unnecessary information and complex language.
Dear client,
This memo is a follow-up pertaining to our recent discussion regarding your access to our special unbundled service offer. After having discussed your particular concerns with my colleagues, I have determined that you are eligible for unbundled services. Accordingly, I am attaching a contract and release form for your completion. In order to begin working on your file, I will need some additional information; namely, what actions you have already taken regarding your legal issues and whether there has been any other legal counsel representing you on any aspect of this issue. Kindly attach your completed documents to your response to this email along with any relevant documentation such as parenting or cohabitation agreements.
Yours Etc.
After — Plain Language Email
This plain-language version includes only what your client needs to know and provides clear, uncomplicated directives.
Dear client,
I am following up to confirm that you are eligible for unbundled services. Before we move forward, I need some more information from you.
Please email me the answers the following questions:
What actions have you already taken on these legal issues?
Has there been any other legal counsel representing you on any aspect of this issue?
When you respond to this email, please attach your:
Signed contract.
Signed release form.
Any parenting or cohabitation agreements.
Thank you.
How to Plain Language Your Emails
Know Your Audience.
Knowing your audience is key to any type of successful communication. When writing emails to clients, consider their:
Literacy level.
Expectations from your communication.
Level of stress or distress.
Availability.
Prior knowledge.
Focus (Don’t ramble).
Take the time to identify the main point of your communication. Make sure you understand what you are trying to communicate, and what you are asking for from your client.
Before hitting “send,” read-through your email to check if you included any unnecessary information. Cut any words or sentences that aren’t useful. Clutter makes it difficult to identify and engage with key information.
Use short sentences.
Simple is best when it comes to sentence structure. If you can split a sentence in two, do it.
Ask yourself if adjectives and adverbs are necessary. For example, words like “really” and “very” should be used rarely.
Use active voice.
Active voice is direct.
For example, “parents must provide their children with financial support.”
Passive voice is indirect.
For example, “financial support must be provided to children by their parents.”
Passive voice de-emphasizes responsibility. Sometimes lawyers use passive voice intentionally to avoid or minimize attribution. This may be appropriate in various situations. But when you are speaking with a client, it can be confusing and misleading.
Active voice is clearer and makes obligations unavoidable. Use active voice to ensure your client understands their rights and obligations.
Format to guide your audience.
Well-organized information is easier to digest and follow. Good formatting will guide your client’s eyes through your email, pointing them towards your key points and directives.
Use bulleted lists for clarity, and white space to provide visual relief. Break up long paragraphs into smaller paragraphs.
Remember — Keep it Plain Language
Using plain language in emails will benefit your client and yourself. Plain language:
Promotes understanding
De-escalates and reduces stress
Increases compliance