While the phrase document, document, document is very common, there is much more required for documentation to be truly effective. The documentation should be detailed. It should include specific names and details and comments on any open items yet to be resolved. A good rule of thumb is: If the person doing the documentation in the agency system is not in the office the next day, will the person reading the documentation know exactly what was discussed and who it was discussed with. The documentation should be professional. Negative or defamatory comments in your system about your client can be very damaging to your agency’s defense if an E&O matter were to develop. The rule of thumb: Don’t put anything in the system that you wouldn’t want a jury to read.