Lately, I’ve had a lot of conversations with clients who share the same frustration: the eDiscovery providers they work with don’t actually speak to them.
From our market research, we often find that providers send lengthy emails packed with jargon, technical terminology, and screenshots, but don’t take the time to ensure their clients understand the process or what is being done on their behalf
Understanding is critical. If your approach is ever challenged by an opposing party or scrutinised by the court, you should be able to confidently explain and defend the steps that were taken — and why they were considered reasonable and proportionate.
The quote “if you cannot explain it simply, you don’t understand it well enough” is often attributed to Albert Einstein, as well as Richard Feynman. Regardless of the author, it is true most of the time.
At Legastat, we place huge value on understanding our clients’ objectives before recommending a solution. We believe it’s our responsibility to ensure our clients understand the process, the decisions being made, and the reasoning behind them.
We’ll talk through the available options, explain the risks and proportionality considerations, and help identify the most appropriate approach for the matter.
Sometimes, a five-minute phone call can achieve more than ten emails.
It’s easier to explain a process. Easier to answer questions. Easier to spot when someone isn’t quite sure about something. And, most importantly, easier to make sure everyone understands not just what is happening, but why.
Written updates are important. They create an audit trail and provide a useful record of decisions. But eDiscovery can be complex, and the data is rarely perfect. Whether you’re discussing collection methodologies, search strategies, email threading or review workflows, including predictive coding or GenAI First Pass review, these aren’t concepts most people deal with every day.
We know AI is increasingly becoming the tool we turn to for understanding concepts, learning new processes, or simply delivering an outcome. And it’s incredibly useful. But sometimes you just want a bit of human contact. Someone you can talk things through with. Someone you can ask the “stupid” questions without worrying about whether they’re actually stupid. And someone who can leave you knowing exactly where you stand.
How important is picking up the phone to you?
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