Sample: Keeping hundreds of claimants in the loop

A mass tortMass tort A practice where one firm represents many people harmed by the same product or event, often hundreds of claimants. turns one conversation into hundreds. Each claimantClaimant A person making a claim; mass tort firms often call their clients claimants. has their own worries, but most of them are asking the same few questions at the same time.

When everyone is asking the same question, answer it once, clearly, before they ask.

What claimants want to know

• Is the litigation still moving?
• Has anything happened that affects me?
• Is there anything I need to send or sign?

Most weeks, the honest answers are yes, no and no. Saying so, regularly and in plain words, prevents a flood of calls and emails each time news coverage stirs things up.

Keep it short and regular

A short message on a predictable rhythm beats a long one that arrives without warning. Claimants learn when to expect news, and stop checking in between.

Regular doesn't have to mean frequent. Once a month can be enough during a quiet phase of the litigation, as long as the message arrives when claimants were told it would. What matters is that they never have to wonder whether they missed something.

Say what doesn't apply to them

News about a mass tort often reaches claimants before the firm does, through headlines or social media. A short note that says what a development means for them, and just as often what it doesn't, heads off a wave of worried calls. Keep it factual, and never guess at an outcome.