Practice Management
Why client context mattersInformation requestsReminders and templatesKeep sensitive information controlled
Why client context matters
An important email or request should not live only in one employee’s inbox. Keep material correspondence and requests attached to the client so the next staff member can understand the position without reconstructing the conversation.
Information requests
- Create the request against the client and the work it affects.
- Describe exactly what is missing.
- Give the client a clear due date where relevant.
- Record the response against the same request.
- Close it when the required information is usable, not merely when an attachment arrives.
Reminders and templates
Use approved practice templates for repeatable messages and reminders. Review client-specific wording before sending where the subject needs professional judgement. Use the communication route configured for the practice and keep the message history with the client record.
Keep sensitive information controlled
Do not send passwords, MFA codes or unnecessary sensitive documents in routine messages. Use the client portal/document route for records that should remain inside the controlled client environment.