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| Lawyers tempted to respond to “online criticism and negative reviews” must remember their confidentiality duty – which even covers “information in the public record.” The only likely applicable exception in ABA Model Rule 1.6 (b)(5) applies “in a controversy between the lawyer and the client.” Even if “an online posting rose to the level of a controversy between lawyer and the client, a public response is not reasonably necessary or contemplated...in order for the lawyer to establish a claim or defense.” Lawyers may: (1) “request that the host of the website or search engine remove the post” (without revealing any protective client confidential information, but “staging] that the post is not accurate or that the lawyer has not represented the poster if that is the case”); (2) “give serious consideration to not responding to negative online reviews” to avoid generating more online activity that might increase search result visibility; (2) “respond with a request to take the conversation offline and to attempt to satisfy the person;” (3) post a disclaimer of representation if the poster is not a client or former client; (4) be careful not to disclose client confidences if the poster has a relationship to the representation, remembering that “[e]ven a general disclaimer that the events are not accurately portrayed may reveal that the lawyer was involved in the events mentioned, which could disclose confidential client information,” (5) respond to a negative post as follows: “[p]rofessional obligations do not allow me to respond as I would wish.” |