To improve the practices users experience of using the portal I feel it would be better to add "Secure Portal Messaging" to the current Outlook plugin that CCH current has in place. Most users know how to use Outlook and would open up more options for users to be able to use formatting within messages obviously the client would still need the webpage for messages. As a secondary side to this point, it might also be worth adding in a "Guest" access for the portal for people who aren't apart of the client. In our case sometimes we need to send documents securely to Solicitors or other 3rd parties involved in queries or other complicated matters. This would mean that they don't have to go through the full activation process but can still get the information that they require. This would kick in when an e-mail is sent to them set to "secure messaging" - Mimecast currently has this with their secure messaging addon.