Hi @naomi_paulson!
We spent our first couple of years on Karbon educating our clients about not sending attachments in emails. Here’s how we approached it:
- Marketing campaign to our clients explaining how email attachments are dangerous, which is why we now use a frictionless portal where they can safely upload their docs.
- We added a message bounce-back in Outlook whenever we received attachments letting the client know that we received their email, but it contained an attachment and was therefore blocked (we didn’t actually block these emails at first).
- We actually quarantined the emails and sent messages to the sender and recipient.
- We have now removed the messaging and restrictions as most of our clients use the portal but we are still able to use email with attachments when needed (and for stubborn clients who just won’t ever use the portal)
I’m curious what others did.
Hi @naomi_paulson,
We have some clients who do the same thing, but probably less than 50% and over time slowly decreasing.
We’ve not bothered to be too forceful, because at the end of the day, if the client gives us the information one way or another, it being attached on a checklist vs an email, doesn’t change how we work with it.
Some clients whinge when a checklist reminder goes to them after they’ve sent them in and I let them know that if they complete the task it won’t (but we complete the task for them when we get around to checking the attachment resolves the query).
I hope that helps