Alternative Takeaways with Emma Jackson, Client Innovation Manager at Mills & Reeve

Here are three takeaways from Emma Jackson, Client Innovation Manager at Mills & Reeve who talked to us about communicating with clients in a post-COVID environment during our recent Hangout which focused on how legal teams can best serve internal clients in the current and post-Covid remote/digital environment.

Be human

Emma reminded attendees that we are all in the same situation, trying to make agile working and working from home work for us. Whether that is working around young children, pets, flatmates etc. everyone understands that we are all trying to do our best whilst navigating the ‘new normal’.

“People really appreciate the humanity of a Facetime or a Zoom call, with someone’s dog in the background or kids shouting. It’s much more natural and it strengthens those bonds – we’re all just people trying to do the best job we can for our clients – more than any highly polished corporate video ever could. It shows you’re there and ready to communicate and to listen to how you can make their lives easier. Formal barriers are slipping, and that can only be a good thing for lawyers and their clients.”

Be flexible

“Before the crisis, we were quite strict on which technology we allowed staff to use to communicate.

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