For many law firm office managers, technology issues are
frustrating enough. What makes them even more frustrating is not knowing what
is happening after a problem has been reported.
A support ticket gets submitted. An attorney asks for an
update. A partner wants to know when the issue will be resolved. Suddenly, the
office manager is spending valuable time chasing the IT company for answers.
If this sounds familiar, you are not alone.
The Office Manager's Dilemma
Office managers often become the unofficial communication
bridge between attorneys and technology vendors.
Unfortunately, when communication breaks down, the office
manager is usually the person who feels the pressure first. Attorneys become
frustrated. Partners want answers. The IT provider remains silent.
Over time, this creates unnecessary stress and damages
confidence in the relationship.
What Good Communication Looks Like
A strong IT provider understands that communication is just
as important as technical expertise.
When issues occur, they should acknowledge the problem
quickly, provide realistic expectations, and keep stakeholders informed
throughout the process.
Clients should not have to repeatedly ask for updates. Good
providers anticipate those questions and communicate proactively.
Why This Problem Matters
Many office managers assume this is simply part of working
with technology vendors.
It is not.
Poor communication often reflects deeper operational issues.
If your provider struggles to communicate effectively, they may also struggle
with accountability, process management, and long-term planning.
What Law Firms Should Expect
A quality IT partner should provide:
- Clear
communication
- Timely
updates
- Defined
response expectations
- Accountability
- Visibility
into ongoing projects
Most importantly, they should make your job easier rather
than adding another item to your daily to-do list.
Frequently Asked Questions
Is it normal to follow up on support requests?
Occasionally, yes. Constantly chasing updates should not be
considered normal.
Why does communication matter so much?
Technology issues affect productivity, billable hours, and
client service. Clear communication helps reduce uncertainty and frustration.
What should happen after a ticket is submitted?
You should receive confirmation, updates when appropriate,
and communication when the issue has been resolved.
Conclusion
If you frequently find yourself chasing your IT company for
updates, the problem may not be the technology itself. It may be a sign that
your provider lacks the communication processes necessary to support a growing
law firm effectively.
