What strategies can you use to maintain client confidentiality and trust when resources are limited?

Simple is best, and simple is most powerful. Simple principles for information security are easy to implement and make a huge difference. Even without sophisticated software of systems, it is possible to operate more safely than most organisation, as long as simple rules are followed. Firstly specify approved communication channels up-front, and stick to it. Avoid bad habits slipping in around personal devices, public platforms and non-professional networks, by being clear and calling out any such cases from the start. Also applying a simple information classification system of public, confidential and restricted for all communications and documents is a powerful and low tech solution.

Protecting client confidentiality doesn’t always require a big budget. Go for the low hanging fruit! Key strategies like access controls and encryption can be implemented affordably: Access Controls: Use software's built-in user roles to restrict data access, enforce strong password policies, and activate Two-Factor Authentication (2FA) where available. Encryption Methods: Enable full disk encryption features like Windows’ BitLocker or macOS’s FileVault. For communication, opt for apps like Signal, and for file transfers, use secure platforms like Firefox Send.

Clear boundaries make good neighbours they say, ... and the same is usually true in business. Both within teams, and with clients. Lack of clarity is the biggest and most common risk, most likely to blow up on. Unfortunately communication is usually messy and unclear, so you should follow structures around defining and documenting agreements and expectations. These should be co-created with buy-in from all sides, and then shared and confirmed explicitly. With ground rules agreed around documenting actions and ownership. Leveraging accountability matrices like RACI, if appropriate.

Most businesspeople seem to like electronic communication. However, electronics don’t serve every professional-services model equally. Lawyers tend to fall into three categories. Those who swore an oath to protect client secrets at all peril to themselves usually won’t either do, or store client work on an internet-connected machine; discuss client business electronically; or, use “the cloud.” Our services are billed at a premium. Those who didn’t promise to die rather than reveal client secrets tend to use digitally-enciphered mobile-communications devices and email. Their services tend to be cheaper. Some lawyers use apps and cloud-based services. Some of them have trouble earning their keep. Hmm…. 🙃

Trust is something that can be relatively inexpensive, as it requires the right culture and policies to be in place. Building trust with clientele is something you work on day one, and as long as you are consistently exhibiting the qualities that instill trust, such as honesty and respect, earning trust should be achievable with minimal cost. In some instances, if you perform well, trust may help generate revenue.