Firms are being urged to adapt to increased use of informal communications such as WhatsApp messages, texts and social media ‘DMs’ in the day-to-day delivery of professional advice.
A new report from global specialist insurer Hiscox reveals that 86% of consultancy and professional services firms now receive client requests through informal channels at least weekly, with professionals in the sector averaging more than nine (9.3) hours each week informally messaging clients – more than a full working week every month.
Messaging apps such as WhatsApp and Signal are now used by 77% of professionals in the sector to interact with clients, reflecting a broader shift towards faster, more conversational business interactions. They're closely followed by personal email (71%) and social media/direct messages (e.g., Instagram, LinkedIn, Facebook) at 68%. Text messages (e.g., SMS, iMessage) are used by 62% of firms, while 56% interact with clients on their personal phone.
The report follows a review last year by the FCA into ‘off-channel communications' – those that take place outside of monitored, recorded channels a firm has permitted. While focussed on wholesale banking, the review made clear that record keeping and communication standards were increasingly under the microscope.
Max Dobrov, Consultancy and Professional Services Sector Lead at Hiscox UK, said:
“Informal communication is now a normal part of how many businesses communicate. Clients expect fast, conversational interactions, and professional services firms are responding.
“For most, the answer isn't to avoid these channels. Used well, they can strengthen relationships, improve responsiveness and increase efficiency. But what feels informal in the moment can quickly take on real weight once it is written down, shared or taken out of context.”
Hiscox says the findings demonstrate how informal communications are no longer peripheral to consultants and professional services firms, but increasingly central to how modern businesses build relationships, deliver advice and meet client expectations.
However, the insurer warns that many firms are still adapting to the risks and governance challenges that come with this shift.
More than half (52%) of firms surveyed said they do not have a formal documented policy governing the use of informal communications in their business, despite 71% expressing concern that these channels could create legal, operational or professional liability risks.
The research also found that:
- 42% feel pressure to always be available or respond immediately to clients
- 22% of professionals questioned have experienced messages being misinterpreted or taken out of context
- 23% have seen contradictory advice provided across multiple channels
- 32% have seen guidance given outside the agreed scope of work
The findings come as scrutiny grows over the use of WhatsApp and other informal messaging in professional settings, with courts, regulators and employment tribunals increasingly treating messages, screenshots and voice notes as formal business records.
Max continued:
“There is growing recognition, both in business and in the legal system, that informal messages can form part of the formal record. That raises important questions around consistency, documentation, scope of advice and professional boundaries.
“The issue isn't whether firms use these tools, but whether they have the right guardrails in place to use them with confidence.”
The research also found that firms see significant commercial advantages from informal communications. More than half (52%) said these tools allow them to respond to clients more quickly, while 45% believe they help win new business, retain clients or increase billable work.
Hiscox says the findings underline the importance of clearer policies, staff training and better integration between messaging platforms and record-keeping systems as informal communications become a permanent feature of modern professional life.
It suggests six practical steps which firms can take:
- Set a simple “channel matrix”. Be clear about what can stay informal (scheduling, progress updates, quick clarifications) and what must move to a formal channel (recommendations, decisions, approvals).
- Close the loop with a recap. After any material exchange on chat, send a short follow‑up summary and log it in your client record: “Here's what we agreed.” This turns fuzzy threads into clear decisions.
- Make capture easy (and compliant). Don't rely on personal devices as the only record. Use a consistent method to store key decisions and advice, whether that's CRM notes, a secure messaging platform, or tooling that helps bring informal threads into your record-keeping process.
- Give people the words. Provide short, pre‑approved snippets staff can drop into chats when something needs formal confirmation (for example, a one‑line disclaimer that it's an initial view pending formal sign‑off).
- Train for real life. Move beyond generic policies: run short workshops using “quick one…” scenarios so people practise recognising advisory creep, escalating appropriately, and pivoting a casual thread back to a formal channel.
- Tailor by risk. Apply stricter escalation and logging rules for higher‑risk, complex or regulated work; allow more flexibility for low‑risk admin and coordination, and revisit the approach as client relationships and projects evolve.
