Do you literally read it aloud? How do they react to that? Are they embarrassed they didn't read it? Do they notice they could have gotten the information from the documents? Have you ever pushed back on a meeting request?

But that's about how to push them. Have you asked them if the documents are hard to read? What are their length - are they overly long? Have you done any testing to see if they even open and struggle with the documentation before they call you?