Client Communications Policy
The Law Office of Robert P. Newman, P.C. uses the following methods to communicate directly with clients: telephone, fax, letter, email, and voice mail. In addition, when out of the office, our attorneys communicate with the office through text messaging, wireless email, and cellular phone.
Our attorneys would love to receive every client's call personally. Unfortunately, they are not always available to personally respond when clients call because of appointments, seminars, court appearances outside the office, client appointments inside the office, and the solitary time required to perform important client work. Nevertheless, we desire to make it as convenient as possible to promptly respond to our clients ’ needs and concerns.
Usually, a well-trained RPNLAW staff member will address your concerns and provide the information you request. Feel free to discuss your concerns with any of the staff at the Law Office of Robert P. Newman, P.C. We will always hold your call in the strictest confidence. Our team members will do their best to assist you. Your message will be forwarded to our attorneys for a prompt reply if your call requires a lawyer. Generally, our attorneys try to return client calls on the same business day or the following day after 4:30 p.m.
We know clients are most frustrated by the lack of communication from their attorney or someone from their office. Therefore, we commit to reaching out to all our clients at least twice a month, even if there is no substantive change in their matter. Of course, in most matters, clients will hear from us more often than twice a month, but this is a minimum standard. If, for some reason, we are not keeping this promise to you, please email Robert P. Newman directly at firstname.lastname@example.org.
The Law Office of Robert P. Newman, P.C. uses e-mail to correspond with clients who prefer to use e-mail. Someone from the firm will respond to all e-mails within two (2) business days. If you are asking a question in your email, please know we may not be able to answer your question within those two days, especially if it requires some research. All e-mails will be billed the same as phone calls for those matters not billed as flat fees. Email is checked twice each day, once at the beginning of the day and once at the end of the day. Email and fax communications are treated with no more urgency than other communication methods. RPNLAW will not send any confidential information via e-mail. Although every effort is made to ensure electronic privacy, we suggest clients not send any questions that may be sensitive or confidential via e-mail.
Voice mail is checked throughout the day. If your call is answered by voice mail during normal business hours of 9:00 a.m. to 12:30 p.m. or 1:30 p.m. to 5:00 p.m., chances are that all lines were busy, and a staff member will return your call within the hour. Our staff is generally at lunch between the hours of 12:30 p.m. and 1:30 p.m. and promptly checks messages upon their return.
The Law Office of Robert P. Newman, P.C. will never use e-mail for urgent communication, and we ask that you not use e-mail for any urgent communications, as we cannot ensure that we will receive it timely. If you need to contact us or get important information to us immediately, contact us by phone.
For those calls requiring action by an attorney, our attorneys will make every effort to return your call on the same day after 4:30 p.m. However, there are times, often due to urgent client matters or trials, when your attorney cannot respond that quickly. The staff will do their best to inform you of these times. Please be patient and know that some client matters require uninterrupted and continuous attention. Your attorney will occasionally be unavailable for extended periods while handling such matters, just as they will be unavailable to other clients when they are handling your important matters. We appreciate your understanding when such times arise.
This policy applies only to those who have retained the services of the Law Office of Robert P. Newman, P.C. Communications of prospective clients and those making general firm inquiries should not expect to be contacted on the same day and will be responded to only when we can do so.