Let’s be honest, it’s always quicker to text.  

Sometimes when you’re up against it, talking direct to a human just makes more sense than official channels. With disparate working set-ups, frontline disconnects and deadlines looming, the most efficient messaging will always reign supreme.  

It’s no surprise then that WhatsApp continues to be the most commonly-used messaging app in the UK, even in professional environments. Around two thirds of UK adults (65%) say that WhatsApp is their main online communication service. In fact, 69% of frontline workers use their personal messaging for work purposes.  

But this casual desire for more efficient channels can have IC departments sleepwalking into uncertain territory. Bypassing you undermines your influence and impact on the employee experience, and your people will turn to others for more clarity.  

In fact, the IOIC’s Future of IC Profession survey found that 63% of communicators reported communication responsibilities were being taken on by other departments, particularly in HR and Operations.  

Without a strong centralised communication framework, organisations risk eroding trust, blurring accountability and weakening the impact of their internal communication efforts. And it’s not just an issue of ROIs.   

We’ve all read how devastating cyber-attacks can be, even to legacy companies, such as LandRover. Unofficial comms channels, no matter how innocent, leave you open to serious data breaches.  

This is all an element of ‘shadow IT’, where employees bypass security using unvetted channels and software, and it can cost millions.  

So, what can you do?  

1. Governance – there’s a reason why you use the channels you use (and you don’t use WhatsApp!), and it’s important that colleagues understand the governance and protection involved. 
2. Relevance – if you’re comms isn’t relevant and useful to your audience, it will die on the vine.  Make sure you are giving your people what they need. 
3. Intentional – when internal comms comes at you from all quarters without any strategy, you’re going to lose people.  Work with your organisation and be more intentional. 
4. Adapt – find the best way to get the right message to the right people, at the right time.  Go seek their opinion and you will find a way.