Webinar: Informal Comms, Formal Risk: A New Challenge for the CPS sector

Informal communication is reshaping how advice is given across the Consultancy and Professional Services sector. What begins as a 'quick message' can carry the same weight as formal guidance, creating new risks for firms and their clients. This webinar explores how digital channels such as WhatsApp, text and direct messaging are now embedded in day-to-day interactions. As clients increasingly rely on these platforms, consultants face growing pressure to respond quickly, often without the structure or safeguards that formal advice would usually require. According to new research from insurer Hiscox, informal requests for advice are now commonplace, with 86% of professional services firms receiving them weekly. This hour-long online session examines how these behaviours are evolving across professions including management consultants, accountancy, human resources, and recruitment, highlighting the real consequences of blurred communication boundaries – where informal exchanges can be misinterpreted, taken out of context or used as evidence in claim or legal disputes. The discussion also addresses the potential operational impact on firms, including challenges around record keeping and audit trails, alongside the expectation of constant availability.