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Visibility seems to be a major issue, and a genuine client concern. A firm can be carrying out excellent and hard work on behalf of a client, but if this work is not visible and if the client is not aware of it, then the client cannot be blamed for being justifiably dissatisfied with the progression of their case.

This is an unfortunate byproduct of modern information communication technologies; where clients can phone their lawyer with ease from anywhere in the world, or send correspondence with the click of a button, it comes as no surprise that they begin to expect instantaneous communication and, by extension, progress.