Have you ever clicked on a link that brought you to a 404 error page? Or opened a PDF that looked like someone couldn’t figure out how to use a scanner? Digital life has raised our expectations, and our clients expect attachments to work seamlessly. At the same time, we all know how our cell phones sometimes drop calls or don’t ring when a call comes in. How do you balance expectations with reality?
Check everything twice, on different devices. Some attachments that look great on a desktop computer don’t look as good on mobile. Is there another way to provide the attachment if it doesn’t work on a phone or a tablet?
Your client can’t open the attachment. Sometimes this is a function of the phone—things that will open fine on an iPhone won’t open on an Android phone. Other times attachments are blurry because of the software clients are using. In a perfect world, you have a terrific IT department that can get on the phone with your client and work through the problem. Second best is that you have an IT vendor who understands the importance of client relations to a law firm and will work through the problem with them. Worst case scenario—you are the IT department and spend valuable time trying to figure it out.
Size matters. If you are sending massive documents to clients, don’t be surprised if they are not able to open them. The digital age has limits, especially if they are being sent to clients at work, where spam filters and size restrictions are in place to protect business assets.
Privacy and attachments. Speaking of sending documents to clients at their workplaces…every business has an in-house IT manager or an outside IT manager who has access to the entire email system. That means that attachments that you send to someone at work have the potential to be read by whomever at that company monitors email. In many instances, the IT manager is simply doing their job; when they notice a massive attachment getting stuck in a filter, they open it to see what it contains. Bear this in mind when sending documents to clients at work.
Attachments and security concerns. Attachments that you send by email are a great way for viruses and malware to enter any computer system. Ideally, your office uses a document management system that encrypts all attachments. If you are not sure about an email that contains a document, don’t open it until you verify its origin. Your IT department should have a security system in place that automatically scans email attachments. If you are the IT department, check your system to be sure that you are properly protected.