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<b><i>At the Intersection:</i></b> Communication Babble
If it did not depict so much dysfunction, the incessant mud-slinging between in-house counsel and law firm lawyers about abysmal communication would be almost laughable. Instead, it reveals a continuing and unresolved component in the law firm-client relationship, a serious and costly barrier to effective collaboration. As a partner, can you allow this to continue?
Bad Communication: Who's to Blame?
For years, every client attitude survey has flagged “poor communication” as the number one gripe in-house counsel have about law firm service delivery. Over and again, in-house folks report that outside counsel:
- Are unresponsive.
- Aren't attuned to client needs and priorities.
- Talk too much and listen too little.
- Communicate only when they want to.
- Focus on narrow legal issues and not broader client business issues.
- Don't keep the client in the loop about changes in scope and pricing.
- Are slow to report problems, crises and busted budgets.
- Are reluctant to talk about budgets, billing and money in general.
But, in-housers are not above reproach. In the course of working for years to help align and untangle communications between in-house lawyers and outside counsel, we've heard constant complaints about shortcomings at your end. When the ball is dropped, the message garbled, the instructions vague or the expectations left unarticulated ' all too frequently, law firms say, it's your fault.
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