In a span of roughly 6 months, I have received at least 5 email messages at my gmail account intended for someone else. It happens, right? But how would you feel if you knew it was a law firm who was inadvertently sharing client info with a complete stranger?
I felt nauseous at the thought that this information was bleeding out and immediately replied: “Hi, just to let you know this email was not intended for me. I’ve deleted the original; please check with the intended recipient to correct your error. ”
I received a quick thanks and oops reply with all indications that it would be fixed.
Then it happened again. And again. Each time, I replied calmly and politely and was assured that the situation would be repaired.
Today, I received another email message to set up a meeting; I replied to that one with more energy than before, using ALL CAPS in places.
Then one of the rocket scientists hit Reply All and I ended up with even more communication — this means two law firms failed to protect client privacy!
At this point, I lost it, and replied all in ALL CAPS. Then I tracked down the law firms in question and sent them the following:
To whom it may concern. I have been, on and off for MONTHS, receiving unwanted email from a member of your lawfirm. I believe the individual probably has a contact with a similar email but please ensure that you strike my email: xxxxxxxxxxx@gmail.com from your address books.
I feel queasy that I have repeatedly received email communications that contain client information — were I in your state and in the market for a firm, I would certainly not recommend you, based on your inability to correct repeated errors.
Please note that all prior infractions were politely corrected by me but I feel that I have reached my limit.
regards,
Cheryl
Did I overreact? What would you have done?
Not at all. It’s a serious concern, fortunately you’re not the client who’s information they’re spewing, but how would their client be expected to react to this situation? Pretty vehemently, I’ll bet -in more than just CAPS.
I would strongly suggest they have an office meeting to discuss e-mail protocol and privacy. It could be someone who’s unfamiliar with e-mail (hard to imagine in this day & age but it happens) that needs more training -that they really need to give.
If I could figure out who the intended client was, they’d have been sent a similar note because I think they need a new lawyer.
I like it a law firm has the footer of “All e-mail communications are intended for recipient only. If you are not the intended recipient, this e-mail is private and confidential. Do not read. Return to sender and destroy hard copies.” — sure, I’ll just unremember what you failed to keep confidential. If they sent it to you, you’re the recipient and you can do with it what you please.
It’s easier to do nothing if the penalty is $0.
I think your e-mail was totally valid and not mean spirited. If they continue to make this mistake (as they have) then send the letter and once that’s done I’d just hit delete. You are right, they are incompetent.
You have done all that you could, and more than most. From now forward, I would just hit delete.
I think you were very civil, Cheryl. The cavalier attitude disguised as “we’re doing our very best to serve you!” meat-robot routine is way too prevalent within many organizations. I have a personal aversion to the legal “profession” as in my experience most lawyers know they are in a horribly flawed and pretty much evil business, but the money is so good they just stuff that and charge for their time.
If it happens again, I suggest you write an e-mail to the Law Society, and provide them with the e-mail chain of all your previous attempts to correct this.
If nothing else works, using their professions own standards body to get them to pay attention should do the trick. It’s the penultimate solution though. The final solution would be to contact an appropriately capable journo to make some public stink. Of course, that could go nasty for everyone, yourself included, but frankly, the whole freaking class needs enforced remedial ethics, possibly with a residential component to bring the message home.
I gotta love the Captcha on this: byLic Huggins* —that would be my professional name should I ever go before the Bar.
Forward to relevant law society(ies), with cc to firms. That will make them sit up and pay attention.
I think you’ve done the right thing. If you get more emails from them, you should go to an upper level partner in the firm and let them know what’s happening.