One in four going to Ombudsman say lawyers never answer complaints First the solicitor goes quiet. Then the client complains about being ignored. Then, in far too many cases, the complaint itself disappears into the...
Category - Replies
Everything to do with replies, such as quality, helpfulness, timeliness, human-ness, automated-ness, timeliness, relevance, first impression, absence
Stephen Walters
“Say how disability made you stronger” they said. Outcome? Brutal
An alarming study is showing that well-meaning advice to disabled jobseekers may be silently backfiring We’ve all heard it. If you’re applying for a job, don’t dwell on the negatives. Sell yourself. Focus on your...
Jonathan Friedman
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
Peter Friedman
Law Firms Don’t Have a Lead-Generation Problem. They Have a Reply Problem
Law firms invest heavily in generating new enquiries. They pay for search advertising, search engine optimisation, redesigned websites, directory listings, social media, referral networks and business-development teams...
The 42 Hour Paradox: Why We Keep Making Our Responses Slower
We are currently living through a bizarre operational paradox. In the last two decades, corporate technology stacks have evolved exponentially. We have transitioned from basic email servers to complex CRMs, intelligent...
Gabriel Fitzpatrick
Are Public Bodies Now Just Faking Reachability?
Barnet Council’s garden-waste page appears to have told residents waiting for stickers to email its recycling team. In this case, when that route was used, the automated reply said the inbox wasn’t monitored. It’s a...
