From doing our market research, we often find providers will send lengthy paragraphs filled with jargon, technical terminology and screenshots, but won't take the time to ensure their clients actually understand the process or what is being done on their behalf.
Now don't get me wrong, written updates are important. They create an audit trail and provide a useful record of decisions. But eDiscovery is often complex and data can be dirty. Whether you're discussing collection methodologies, search strategies, deduplication, email threading or review workflows, these aren't concepts that most people deal with every day.
A five-minute phone call can often achieve more than ten emails.
It's easier to explain a process. It's easier to answer questions. It's easier to sense when somebody is unsure about something. Most importantly, it's easier to make sure everyone understands not just what is happening, but why it's happening.
At Legastat, we place a huge value on understanding our clients' objectives before recommending a solution. We also believe it's our responsibility to make sure 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 approach that is most appropriate for the matter.
Because when it comes to disclosure, it's not enough to simply do the work. You need to understand it.
If your approach is ever challenged by an opposing party or scrutinised before the court, you should be able to confidently explain and defend the steps that were taken and why they were considered reasonable and proportionate.
We know AI is increasingly becoming the tool we turn to for understanding concepts and learning new processes. But sometimes you just want that bit of human contact to talk something through, ask the "stupid" questions, and leave the conversation knowing exactly where you stand.
Technology is a fantastic tool.
But sometimes the most valuable thing an eDiscovery specialist can do is simply pick up the phone.
How important is picking up the phone to you?
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