Blurring the lines of communication

The new grey areas of professional advice in a chat‑era

If it’s in the chat, it’s on the record.

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Informal messaging is now part of business as usual. From WhatsApp to DMs, client conversations are shifting towards quick, conversational exchanges.

Our research explores how this shift is reshaping expectations - and where everyday chats can blur scope, authority and “what was agreed”. It sets out what UK consultancy and professional services firms are seeing, alongside practical guardrails to help keep conversations clear.

It’s now embedded in day to day client relationships — so the question isn’t whether to use it, but how to use it safely.

  • 86% of firms receive client requests through informal channels every week
  • 71% are concerned informal communications could create risks for their business
  • 52% have no formal policy or documented guidelines in place

Blurring the lines report

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Blurring the lines webinar

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Blurring the lines video

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What’s inside the report

In a few pages, the report covers:

  • Where informal client conversations are now happening — from messaging apps to DMs and personal email
  • Why businesses are leaning in — and what they value about faster, more conversational client contact
  • Where challenges can arise when casual exchanges are interpreted as professional advice
  • Six practical steps to help put simple, effective guardrails in place

Informal messages. Formal consequences

A thumbs up. A quick voice note. A late night reply to keep things moving.

These moments feel informal — but they can be forwarded, taken out of context, and relied on as advice.
The report brings these grey areas to life, and shows how small changes can reduce friction later on.

Six practical steps for managing informal client communication

There’s no one size fits all approach — but doing nothing isn’t a neutral choice.

Here are a few of the simple guardrails businesses are putting in place:

  • Keep clear boundaries between informal chats and formal advice
  • Follow up key conversations with a short written recap
  • Make sure important exchanges are consistently recorded

Read the full six steps in the report

Research methodology

Survey of 250 owners of UK consultancy and professional services firms, conducted in April 2026. This report shares insights into informal communication trends in the consultancy and professional services sector. It should not be taken as professional advice.

Bringing the research to life

This short video explores how informal messaging is reshaping client conversations — and where those everyday exchanges can blur into professional advice. It gives a clearer view of how these grey areas show up in practice.