Email etiquette between attorney and client
Following up on my email etiquette post, I also want to discuss how we could better communicate with clients.
When I first started working at a patent firm, we used to write very long emails to potential clients explaining so many things about the different IP rights: which one to choose and why, the benefits, fees, timeline, etc. While I absolutely understand why we did that, it was just too much information for a client who had not had any information about IP before. If it is too much, it will neither be read nor understood and will simply be disregarded.
In my opinion, the followings can contribute to a better communication with clients:
Reduce patent language and use simpler terms.
Just like the famous quote from Coco Chanel “Before you leave the house, look in the mirror and take one thing off.”, before sending the email, shorten it and reduce the number of your questions.
According to certain statistics, visual information can be processed 60,000 times faster than text and is easier to remember. So, attach an infographic timeline about the patent or trademark application procedure instead of trying to describe it.
Write your questions at the end of your email so that they don't get lost among all the information.
Rather than simply listing ten options, make decision making simpler and help them choose the best option (for their situation).
If necessary, set deadlines when they should get back to you.
And, of course, don't forget to reply within 1-2 days. We are in the 21st century after all.