The operational decision
Make the first request understandable to someone unfamiliar with firm terminology. Intake communication should make the available choices understandable without requiring a particular reading style, device or input method. Operational accessibility work can be tested with fictional inquiries and public information.
Prepare the workflow
Explain internal labels using ordinary words and keep the question tied to a concrete staff action; retain necessary official names only where helpful.
Example wording for approval
“Which listed service would you like to discuss with the example team? A brief category is enough; you do not need to describe the full matter here.”
Worked example
A fictional script asks a visitor to identify the prospective matter's procedural posture, although the approved first step only needs a broad service category. Replace the jargon with the actual business-intake question and leave deeper review to the firm. Ask an unfamiliar reviewer what they think the question requires. If they begin preparing a legal narrative, the wording is still too broad. Plain language should simplify the permitted task without adding an interpretation of the caller's legal position.
Handoff record
Record these task-specific fields: jargon phrase, plain question, staff purpose, reviewer.
Acceptance check
Ask a reviewer outside the firm to restate each question. Revise wording they interpret as advice, a legal test or a request for a full narrative.
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