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Informal Chats Are Becoming Official | Leicester News
Description
Professionals are spending over nine hours weekly on informal client chats via WhatsApp and Signal—equivalent to an extra full workweek—highlighting a seismic shift toward casual, real-time business communication. While regulators have long scrutinized off-channel messaging, especially in wholesale banking, the trend now spans all sectors as these chats become essential for trust and client service. Yet, half of firms lack formal policies despite fearing legal risks, with employees pressured to respond instantly and often giving advice outside agreed scopes. Meanwhile, businesses reap rewards: faster responses and new clients. Courts and regulators increasingly treat these messages as official records, making clear guidelines, staff training, and proper logging non-negotiable. The real question isn’t whether to use these tools—but how to use them safely, turning casual chats into controlled, compliant communications.
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