Staying Present: Device Etiquette for Client-Centered Coordinators

In the AEC industry, coordinators are often the pulse behind the client experience. They manage the flow of communication, prepare teams for meetings, support project delivery, and keep information moving in the right direction. Because so much of this role depends on clarity, responsiveness, and trust, the way coordinators use technology—especially mobile devices—shapes how clients experience the firm.

Device etiquette goes well beyond silencing notifications. At its core, it is about presence: being fully engaged when attention matters most. The following practices offer practical ways coordinators can reinforce client-focused professionalism through thoughtful use of phones, tablets, and laptops.

Remove distractions before they compete with clients

Research shows that even a visible phone—even face down—can reduce the quality of human connection. For coordinators, this effect is amplified. You are often the first person clients encounter, the one taking notes in a kickoff meeting, or the person clarifying next steps after a site visit.

A phone on the table or lighting up nearby can unintentionally signal divided attention. A simple adjustment makes a meaningful difference:

• Keep your phone out of sight unless it directly supports the meeting.
  
  
• Store it in a bag, pocket, or desk drawer—not beside your notebook or keyboard.

These small choices reinforce a message clients feel immediately: you have my full attention.

Use Do Not Disturb as a client-care tool

Coordinators juggle competing priorities—deadlines, calendars, internal questions, and field requests—so the instinct to stay reachable is understandable. Still, uninterrupted time with clients is one of the clearest signals of respect.

Before meetings, reviews, or site visits:

• Set your phone to Do Not Disturb or Focus Mode.
  
  
• If you are expecting a call that truly cannot wait, acknowledge it in advance.
  
  
• Let your internal team know when you will be temporarily unavailable.

Calls can be returned. Rebuilding the impression that you were distracted is far more difficult.

Choose paper when presence matters most

Laptops and tablets are valuable tools, but they can also create a subtle barrier between people. Clients notice when attention shifts between them and a screen.

For high-touch interactions—kickoff meetings, sensitive discussions, or collaborative working sessions—handwritten notes often serve better. This approach keeps you visually engaged and signals attentiveness and care, qualities clients consistently associate with strong service.

Digital tools have their place. The key is intention. Ask whether opening a device strengthens the interaction or quietly pulls focus away from it.

Plan technology breaks during long client days

All-day site walks, workshops, or charrettes increase the pressure to stay connected. Coordinators can lead by setting clear expectations:

• Build in planned breaks for checking email or returning calls.
  
  
• Share that approach with the client and internal team at the start of the day.

This structure reduces the temptation to multitask and keeps attention where it belongs.

Model clear communication standards

Because coordinators often manage scheduling, correspondence, and client distribution lists, their habits become the model others follow.

Clarify and communicate expectations around:

• When messages will be answered
  
  
• How urgent issues should be escalated
  
  
• When you may be unavailable due to meetings or field support

Clear norms help clients feel supported and informed, rather than uncertain about how to reach the right person at the right time.

Presence is client service

Coordinators play a critical, often unseen role in shaping how clients experience a firm. Thoughtful device etiquette is not just a courtesy—it is a strategic practice. Each moment of focused attention contributes to trust, reinforces professionalism, and strengthens the long-term relationships firms rely on.