Those of us who lived in the age before computers and voice mail have participated in a great reshaping of human communication that includes the way lawyers do business. We share information via email and voice mail – with clients, other attorneys and insurance companies. We even file lawsuits electronically! It seems the brave new world is upon us.
But, the more things change, the more they remain the same.
I grew up in the home of a small town lawyer. Beaumont was (and is) a city of over 100,000 people, but it has always had a distinct small town feel that its residents treasure. My father did not like dealing with clients over the telephone. He wanted to look people in the eye. He grudgingly put up with the telephone, because his client demanded it.
Today, we have begun to abandon the telephone in favor of emails and voice mails. Yet, many people resist computerized communication. Have you ever heard someone say he or she hates emailing friends and family and would rather use the telephone for personal communication? Now, the telephone is considered “personal,” while email and voice mail are considered impersonal.
What will come next? Video phones are already available. Two people with Mac computers and high speed internet connections can have an audio-video conversation with no additional bells or whistles. Perhaps the next step of the digital age will be more personal, as we utilize this form of communication to see and hear each other.
I have attempted to continue my father’s practice of emphasizing personal meetings with clients. In college, I learned that 90% of all communication is non-verbal, and I have seen this truism at work. When I ask a client recovering from back surgery, “How are you doing?” and the client says, “Fine,” that gives me an impression the client is doing well. Imagine that client bent over, his face twisted in pain. He may say “Fine,” but his body language says otherwise. However, the realities of daily life often make a trip downtown difficult. This just means we have to work a little harder to communicate.
We utilize email, voice mail, telephones, fax (remember when faxes were new?), and even “snail mail” to communicate with our clients. Whatever helps our clients and makes them feel they are receiving the personal service to which they are entitled. Convenience is important, but there are times when we ask our clients to come see us in person. There still is no substitute for a face to face meeting.
Steve Waldman
