Clients want clear, predictable updates fast. But should those updates go out by text or email? The right answer depends on the type of message and what your client can realistically see on their phone during a busy day. (For the big‑picture strategy behind AI‑assisted communication, see our guide on how AI client communication is changing the modern law firm.)
This article shows what you can do today—no vaporware—using a simple setup: proactive case updates and firm‑approved FAQs in plain language. We’ll use data to decide when to text vs. email, share copy‑and‑paste templates, and cover compliance basics.
What clients actually read: a quick data snapshot
- Reach is near‑universal: 91% of U.S. adults now own a smartphone—so almost everyone can receive and read short messages on mobile. Pew Research Center
- Texting remains heavily used: Americans exchanged ~2.2 trillion SMS/MMS messages in 2024—evidence that short, mobile‑native communication is a daily habit. CTIA
- Law firm responsiveness is still shaky: In Clio’s 2024 secret‑shopper study, only 33% of firms responded to emails and roughly half were effectively unreachable by phone—an opportunity to differentiate with faster, predictable touchpoints. 2Civility+1
Implication: Short, time‑sensitive items (acknowledgments, “no‑change” updates, reminders) perform best via text. Longer explanations and anything with attachments belong in email—and both should be written in plain language, which improves comprehension for experts and non‑experts alike. Nielsen Norman Group
Text vs. email: a simple decision framework
| Message type | Best channel | Why |
|---|---|---|
| No‑change weekly check‑ins | Text | Fast reassurance; reduces “Any update?” calls. |
| Milestone update (records received, hearing set) | Text (plus email if docs) | Short summary by SMS; send details/attachments by email. |
| Prep & reminders (consults, depos, hearings) | Text | Clients actually see day‑before reminders; add “Reply HUMAN” option. |
| Policy, fee, or long explanations | Space for context, links, and attachments. | |
| Sensitive or ambiguous issues | Human call + email recap | Keep nuance; record in writing afterward. |
| FAQ answers (definitions, timelines) | Text for short answers; Email if longer | Plain‑English answers via bot; escalate if off‑script. Nielsen Norman Group |
What Client IQ does today: send proactive case updates and firm‑approved FAQs (your approved language) via concise messages; escalate out‑of‑scope questions to a human and log interactions for auditability.
Copy‑and‑paste templates
Use these as starting points. Keep them short, specific, and human.
A) Text templates (status & reminders)
- No‑change check‑in
“Hi [First Name]—quick check‑in on [Case Name]. No changes this week. Next step: awaiting records from [Provider]. I’ll update you by next Friday.” - Milestone summary (short)
“Update on [Case Name]: we received your medical records. Next, attorney review (about 5–7 business days). I’ll share next steps by [Date].” - Reminder (deposition)
“Reminder: deposition tomorrow at 9:00 AM (Room 3B). Bring photo ID; arrive 15 min early. Reply HUMAN if you want to talk.”
B) Email templates
- Milestone detail (email)
Subject: [Case Name] – Records Received; What Happens Next
Body:
Hi [First Name],
We received your medical records today. Over the next 5–7 business days, your attorney will review them and confirm any follow‑ups. You don’t need to do anything now. We’ll send a summary by [Date].
— [Firm/Attorney Name] - Policy/fees clarification
Subject: Quick Clarification on [Policy/Topic]
Body:
Hi [First Name],
Here’s what [policy/fee] means in your case and what to expect next week…
— [Firm/Attorney Name]
Tip: Whether text or email, plain language beats legalese for accuracy and trust. Nielsen Norman Group
Compliance basics for texting clients (U.S.)
Texting clients is permissible when you obtain consent, provide opt‑out, and keep messages informational unless you have proper marketing consent. The FCC’s TCPA rules (47 CFR §64.1200) cover consent and opt‑out for texts; check how your firm classifies messages and keep records. eCFR
Minimum checklist
- Capture written consent to text the client’s number; document it.
- Include an opt‑out line periodically (e.g., “Reply STOP to opt out”).
- Keep messages logically related to the matter and client’s expectations. Legal Information Institute
- Avoid legal advice in automated messages; escalate to a human.
Regulations evolve (e.g., recent FCC rulemakings on unlawful texts and consent). Review updates with counsel. Federal Register
How to run this in Client IQ
- Load approved templates for: no‑change check‑ins, records received, hearing set, and FAQ answers (definitions, timelines).
- Send short updates by text; use your normal email system for long explanations and attachments (you can pair email with your existing tools or integrate via Zapier if desired).
- Add an escalation rule for keywords that require a human (settlement numbers, complaints, legal advice).
- Log messages for auditability.
What to measure
- Inbound “status” calls per week (should drop).
- First response time to client inquiries.
- % of clients receiving weekly/biweekly updates.
- Client pulse (“Was this update clear?” “Do you feel informed?”).
- Time saved vs. baseline.
Conclusion
You don’t need a complex stack to improve client communication. Use texts for quick, predictable updates clients actually see, and email for longer context and documents. Keep it plain, obtain consent, and escalate when nuance is needed. With Client IQ, you can do the practical part today: proactive case updates and firm‑approved FAQs—in clear language your clients will read.
Mini‑FAQ
Is it ethical for law firms to text clients case updates?
Yes—when supervised and compliant. Get consent, allow opt‑outs, keep texts informational, and escalate legal advice to a human. Follow the FCC’s TCPA rules on texting consent. eCFR
When should a law firm use text vs email for client communication?
Use text for short status updates, reminders, and “no‑change” check‑ins; use email for longer explanations and attachments. This aligns with how people use phones today (near‑universal smartphone access and heavy texting). Pew Research Center+1
Do clients actually read law firm emails?
Yes, but engagement depends on context. Clio’s research shows many firms don’t respond quickly to email, while clients expect faster acknowledgment—use texts for timely check‑ins and email for depth. 2Civility+1
How do we keep automated messages clear and accurate?
Use plain‑language templates your attorneys approve and review monthly; plain language improves comprehension for experts and non‑experts. Nielsen Norman Group
Can Client IQ send both text and email?
Client IQ focuses on concise text updates and FAQ responses using your approved language. For longer emails and attachments, use your existing email system (optionally connect via Zapier).