As Slaughter and May found out last week, even seemingly innocuous changes to a firm’s website, if not the first point of contact for those choosing to engage with the firm at least a small window into the fabric of the firm, can have some lasting effects on how it is perceived by stakeholders both outside and inside the organization. This may be even more important during the pandemic, where in-person interaction is more limited. 

But internal politics and a lack of continuity on firm goals can lead to less than optimal results for what is often the “first responder” when it comes to engagement. 

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