Client Portal Best Practices: What Information To Share and When To Share It

Client portals have revolutionized the way law firms communicate. Instead of waiting for phone calls or emails, clients can log in at any time to view updates, access documents, and stay connected to their case.

When used intentionally, a portal not only enhances transparency but also fosters trust, reduces uncertainty, and gives your firm’s workflow a sense of organization and professionalism.

But like any tool, it only works when used wisely. Oversharing can confuse or overwhelm clients; sharing too little leaves them feeling ignored or in the dark. The real value lies in knowing what to make visible, what should remain internal, and when to share it.

Learn best practices for using your law firm management software’s client portal and how backdocket supports secure, consistent communication for a better client experience.

What To Share in a Law Firm Client Portal

A client portal should provide clients with a clear and meaningful snapshot of their case, rather than a behind-the-scenes view of your entire workflow. The goal is to share information at the right time so clients understand what’s happening and what comes next, without adding confusion or unnecessary questions.

Here’s what to include:

Case Status and Milestones

Clients want assurance that their case is moving forward, but they don’t need to be informed about every internal step along the way. Share brief, client-friendly updates that explain what has happened and what comes next.

For example, instead of posting “Complaint filed,” you could write: “Your case has been formally filed with the court. We’ll notify you once a hearing date is scheduled.”

These quick updates build confidence, reduce uncertainty, and help minimize the number of check-in calls your team receives.

Court Documents and Filings

Clients value having access to the same official documents their attorney receives. Upload pleadings, motions, and final orders once they’re filed, and include a brief explanation in plain language so clients understand the purpose of each document.

For instance, instead of a legal file name, you might label a document “Final custody order signed by the court” or “Business contract submitted for approval.”

Billing and Payments

Money questions can cause stress, so clarity is important. Post invoices, payment history, and account balances in one easy-to-find section. Include brief notes when needed, such as “Payment received on April 12. Next invoice will post after the hearing on May 3.”

Clear, ongoing visibility into billing helps clients trust that charges are accurate and up-to-date.

Calendar and Appointments

Clients should always be able to view key dates, such as hearings, mediation sessions, and meetings.

A shared calendar within the portal helps prevent confusion about when and where things are happening. If a date changes, clients can see it right away; no phone tag or missed reminders.

What Not To Share

Transparency builds trust, but sharing too much can create confusion or even jeopardize your strategy. When clients see raw notes, drafts, or internal discussions, they may misinterpret them or lose confidence in the process.

A smart portal policy ensures clear communication while protecting your firm’s work and decision-making processes.

Here’s what to keep internal:

• Avoid Sharing Drafts or Strategy Notes: Rough arguments, memos, and brainstorming documents are for internal review only. Clients who see incomplete drafts may mistake them for final decisions or question your direction.

• Keep Negotiations Confidential: Emails or messages with opposing counsel should never appear in the client portal. These often reveal sensitive negotiation strategies or privileged details that could compromise your position.

• Protect Third-Party Records: Documents from witnesses, experts, or other clients are confidential. Uploading them risks ethical violations and potential liability for your firm.

• Hide Internal Tasks and Checklists: Behind-the-scenes workflow items, like “review discovery responses” or “prepare witness outline”, can clutter the portal and give clients the mistaken impression that nothing is happening or progress is slow.

Managing visibility takes both structure and security. Backdocket’s client portal makes that easier, allowing firms to share the correct information with clients while keeping sensitive work product and internal strategy securely behind the scenes.

How Backdocket Operationalizes Best-Practice Portal Sharing

Law firm portals should simplify communication for both your team and your clients. With tools to manage updates, documents, and billing in one secure place, backdocket helps firms stay organized and deliver a smoother client experience.

Here’s what backdocket’s client portal includes:

Feature	What It Means for Clients	What It Does for Your Firm
Branded Portal	Clients log in to a space with your firm’s logo and colors.	Builds trust and reinforces your brand identity.
Secure Document Sharing	Clients can access pleadings, orders, and invoices at any time.	Keeps email requests and misplaced files to a minimum.
Automatic Notifications	Clients are alerted when new updates are posted.	Reduces routine status calls and manual outreach.
Shared Calendar Access	Clients can easily view their hearing dates and appointments.	Maintains alignment across parties and prevents calendar mistakes.
Billing Dashboard	Clients view invoices and payment history in one place.	Simplifies billing and reduces confusion.

Backdocket’s client portals are intuitive, so clients can quickly find what they need without navigating unnecessary menus or confusing layouts.

Behind the scenes, security features such as encryption and role-based access ensure that sensitive information remains protected, giving both your firm and your clients confidence and peace of mind.

Strengthen Client Relationships With Backdocket

A client portal is a reflection of your firm’s communication style and professionalism. When used effectively, it provides clear updates, easy access to important documents, and transparent billing, all while keeping sensitive work products protected.

The result is a more streamlined, confident experience for both your team and your clients.

If your current system feels limited or disorganized, it may be time to switch to a platform designed with client communication in mind. Backdocket’s law firm management software helps your team stay organized, share the correct information at the right time, and uphold the level of security your clients expect.

Schedule a demo today to see how its secure, branded client portals can build trust, reduce manual tasks, and make every client interaction easier.

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