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Put material that is useful to clients on the intranet site and direct them to it

Tired of clients asking you the same question? Write the question and a response that instructs lay readers, put them both on your legal department or corporate internal website where they are easy to find, and wait for the next time someone asks the question. Then, either tell the client or write to the client that they should consider the guidance online and check back with you if that doesn’t help.

This useful suggestion, laden with implications for knowledge management, client self-service, quality control, and productivity, comes from the ACC Docket, March 2010 at 34. The author adds that he typically includes a link in the email response, instead of attaching the document.

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