The Evidence Doctrine.
Multi-channel client communication and provable workflow at Remedy Reconstruction.
1 · The problem
Reconstruction work is high-stakes, low-information for clients. A homeowner with a fire-damaged kitchen, or an HOA board overseeing a roof replacement, lives in the gap between what's actually happening on site and what they're being told. The gap is where trust dies.
Most firms close that gap with reassurance ("we're on it"). Reassurance erodes. The honest move is to close the gap with evidence.
2 · Three principles
Every action evidenced. If a crew member is on your property, you can see when they arrived, who they are, what they did, and what they photographed before they leave.
Every notice multi-channel. One authoring action produces an email, an SMS, a printed paper notice, and (where useful) a voice call. The board gets a formal version. Residents get a friendly version. Each in their preferred channel.
Every role distinct. Board members see budget, draws, vendor contracts, and every unit's evidence. Residents see their own unit, the notices that affect them, and the crew lead.
3 · The evidence chain
A QR code is printed on each unit's door tag. The crew member arriving at the door scans the code; this is the moment of arrival. Within 60 seconds they take an arrival selfie at the door. Subsequent photos taken during that visit are bound to the same chain — same unit, same crew member, same time window. When the visit ends the chain is locked. The portal surfaces the evidence: residents see their own; the board sees everything. Photos cannot be edited or backdated after upload.
4 · The communication stack
One author writes one notice. The notice contains a resident-friendly body and an optional formal board version. At publish, the system fans out: each resident gets the message in their preferred channel (email, SMS, paper-tape, voice). The board gets the formal version by email plus a PDF/Word attachment when one is needed.
Urgent notices override channel preferences and go to every channel we have. The delivery ledger records each recipient × channel for audit.
5 · Roles and access
- Board member — full project view, all units, all evidence, budget & draws, vendor contracts, decision log, notice authoring.
- Resident — own unit's photos, notices addressed to residents, contact crew, channel preferences.
- Individual client — single-unit view, project status, photos, contact lead.
- Commercial — project status, billing summary, COI on file, scheduled disruptions.
6 · Operational implications
The doctrine forces a small number of disciplines. Every crew member scans on arrival. Every photo is captioned. Every notice is composed once, never copy-pasted into four channels by hand. Every change to scope is written before the work changes. These are not features — they are the operating tempo of the company.
7 · Roadmap
Now. Portal demo live (Maple Heights HOA fixture). Evidence + multi-channel schema in place.
Next. Real auth (scrypt password + magic-link), real photo storage (R2 with chain-of-custody hash on upload), live channel fanout, board PDF/Word attachment generator.
Later. LLM-assisted notice drafting; predictive ETAs from crew telemetry; voice transcripts of phone calls saved to the project record.
— Remedy Reconstruction · 2026