The following article was contributed by Kris Altiere, US Head of Marketing for Moneypenny.
The boundaries between professional and personal life have blurred, largely due to technology and the pandemic, which forced firms to be available 24/7. Since COVID, the number of clients and prospects engaging with businesses at all hours has surged, driven by the adoption of tools like live chat—which, at one point, accounted for 37% of interactions outside traditional 9-to-5 hours. In fact, a Moneypenny study conducted with Censuswide, surveying over 2,000 U.S. consumers, found that 58% of respondents now accept work-related communications outside regular hours. But is this shift a good thing?
Law firms should consider the communication training they give across all situations – how many work calls have been taken in the car, texts responded to at a soccer practice, or emails replied to quickly while at the doctor? Adjusting a firm’s contact channels should include recognizing the strengths and weaknesses of different forms of communication, and thinking about what’s best for clients and the team.
For firms, the “always on” employee presents some potential challenges, starting with the impact on the mental health of someone pressured to forever be on alert for a client or new business. It also can present vulnerabilities – Moneypenny’s research revealed 59% of respondents admitted to commonly sending texts and emails to the wrong person. Or, there is the liability of a stretched team responding to a client with a typo or incorrect information, feeling pressured to get right back and not taken time for a measured response. Along with an increased margin of error, digital communication can lack the emotion of a conversation, or may not appeal as a form of connection from a generational perspective.
Moneypenny looked into the popularity of different forms of work communications. Emails were number one at 49%, followed by the phone at 39%, text messaging at 35%, instant messaging such as Teams or Slack at 19%, and video conferencing like Zoom at 18%. Choices were particular to generations – emailing is the preferred choice for 56% of Baby Boomers and 54% of Gen X, while only 28% of Gen Z prefer it. Instant messaging was a more popular form of work communication for Gen Z (25%), but was chosen by only 16% of Gen X and 13% of Baby Boomers.
Moneypenny encourages firms of all sizes to establish clear communication guidelines that best serve all of their constituents – their teams, their prospects, and their clients. After four years of being on call around the clock, teams are tired. If a firm can have the burden of the 2 a.m. call or chat placed in the hands of a capable and trained legal receptionist like Moneypenny’s, they can ensure it’s not just fielded, but fielded well, and their team undisturbed.
Setting healthy business-life boundaries is a lofty goal that firms should consider setting this year – making themselves a little more unavailable to make themself more available. Fielding a call late at night or during a mad rush does a disservice by potentially inhibiting work flow, mental health, quality and integrity of the work. In what seems like an increasingly scattered world, reclaiming focus by letting someone else “get the phone” could just be revolutionary.
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Kris Altiere is US Head of Marketing at Moneypenny. Moneypenny’s unique blend of brilliant people and AI technology integrate seamlessly to deliver customer conversations that unlock valuable opportunities for law firms, 24/7.
Kris is passionate about combining creativity and data-driven approaches to deliver impactful campaigns. A natural leader and mentor, she thrives on empowering teams, fostering collaboration, and ensuring Moneypenny’s solutions help firms stay ahead in an ever-evolving market.
