Clients don’t need a legal treatise in their update texts. They need clear, timely updates and simple answers to common questions. That’s exactly where automation helps: short case updates and firm‑approved FAQs written in plain English, then delivered on time. For the broader strategy behind AI‑assisted communication, see our guide on how AI client communication is changing the modern law firm.
Why plain language? Because even experts prefer it, and it reduces confusion across audiences. Usability research shows that professionals want concise, scannable information, not jargon-heavy text. Nielsen Norman Group And if you want a government‑grade playbook, the Federal Plain Language Guidelines lay out concrete rules on structure, word choice, and testing. World Institute on Disability Finally, there’s a business case: Clio’s latest Legal Trends highlights persistent responsiveness gaps – clear, predictable updates are a differentiator when many firms still miss emails and calls. Clio
The rules that matter for law‑firm messages
1) One idea per sentence.
Aim for short sentences (often ~14–18 words). If you need a second idea, start a new sentence. This improves scanning on mobile. World Institute on Disability
2) Everyday words > legalese.
Use “we got your records” instead of “records have been procured”; define terms briefly when you must use them. Plain wording helps both experts and non‑experts. Nielsen Norman Group
3) Lead with the action, end with “what’s next.”
Clients care what happened and what they should expect (and when).
4) Use lists and white space.
Bulleted steps beat dense paragraphs, especially in SMS length. World Institute on Disability
5) Write for the screen, not the brief.
Front‑load the key point; keep paragraphs to 2–3 sentences.
Before → After
No‑change check‑in
- Before: “At present, there are no material developments to report regarding the aforementioned matter.”
- After: “Quick check‑in on [Case Name]. No changes this week. Next: we’re waiting on records from [Provider]. I’ll update you by Friday.”
Milestone update
- Before: “Medical records have been obtained and are pending internal review for evaluative purposes.”
- After: “We received your medical records today. Next, your attorney reviews them (about 5–7 business days). I’ll share findings and next steps by [Date].”
FAQ: What is discovery?
- Before: “Discovery is a formal evidentiary process governed by procedural rules.”
- After: “Discovery is when both sides exchange information and documents. You may get requests to answer. Typical timing: 30–60 days. We’ll confirm what we need from you.” Nielsen Norman Group+1
A five‑minute readability checklist
- Audience fit: Is there any term a client might not know? Define it in one line. World Institute on Disability
- Sentence length: Can you split any sentence into two?
- Action + next step: Do you say what happened and what’s next (with a timeframe)?
- Scanning: Can this be a short list instead of a dense paragraph?
- Tone: Professional, respectful, and calm (no sarcasm or hedging).
- Mobile pass: Does it read cleanly on a phone screen?
What you can automate today
With Client IQ right now you can:
- Send proactive case updates (e.g., no‑change, records received, hearing set) using your approved plain‑language templates.
- Deliver firm‑approved FAQs on demand (definitions, timelines, “what happens next”).
- Escalate out‑of‑scope or sensitive questions to a human and log every message.
That’s it – and it’s enough to reduce status calls and calm clients without overpromising technology.
Seven days to a plain‑language library
Day 1: Pull 60–90 days of client questions; list the top 25–30.
Day 2: Draft plain‑English answers (≤120 words) and add a “what’s next” line. World Institute on Disability
Day 3: Draft 4–6 status‑update templates (no‑change, records received, hearing set).
Day 4: Add an “Reply HUMAN” line and mark topics that must escalate (settlement amounts, strategy).
Day 5: Run the checklist; cut jargon and split long sentences. Nielsen Norman Group+1
Day 6: Load in Client IQ; send to a pilot group (8–10 clients).
Day 7: Measure: fewer status calls, faster acknowledgments, 2‑question pulse (“Was this clear?” “Do you feel informed?”).
Accessibility and multilingual notes
Plain‑language templates translate better and are easier to localize. If you serve bilingual clients, draft and approve a second‑language version (e.g., Spanish) before use. Keep idioms out; stick to short, concrete sentences. World Institute on Disability
Compliance quick hits
- Duty to inform: Clear, prompt updates help you satisfy communication obligations and set expectations.
- Consent/opt‑out for texting: Capture consent, include an opt‑out line periodically, and keep messages matter‑related (see TCPA rules). Clio
- Testing: The Federal Guidelines recommend quick user testing; even a short hallway test improves clarity. World Institute on Disability
Conclusion
Plain language is not “dumbing it down.” It’s professional courtesy and the fastest way to make automation feel human. Approve simple, accurate templates, deliver them on time, and give clients a path to a person when they need it. That’s how you reduce friction while building trust.
Mini‑FAQ (keyword‑rich)
What is a plain‑language legal update?
A short, plain‑English case message that states what happened and what’s next, using everyday words and a timeframe. It’s written for clients, not courts. Nielsen Norman Group
What reading level should law‑firm client messages target?
Aim for concise, scannable sentences and avoid jargon. Federal guidance emphasizes simple structure, active voice, and testing with real readers over chasing a specific grade level. World Institute on Disability
How do I write law‑firm FAQs clients actually understand?
Pick your top questions, answer in ≤120 words, define any terms in one line, and end with what happens next and timing. Use lists where possible. World Institute on Disability
Does plain language make a firm look less professional?
No. Research shows even experts prefer direct, jargon‑free writing; it increases trust and comprehension. Nielsen Norman Group
Why do clear updates matter for intake and retention?
Because many firms still miss emails and calls. Predictable, easy‑to‑read updates set your firm apart and keep clients informed. Clio