Why we sometimes say no (and why it matters)

We get it. Truly.

You’re busy. We’re busy. And firing off a quick WhatsApp or text feels like the fastest way to get something done. Whether it’s “Can you file this?”, “Go ahead with that advice”, or “I approve this”...it all feels straightforward enough.

But in the world of tax and law, things aren’t always as simple as they seem.

The world has changed… but the rules haven’t quite caught up

Communication today is instant. Informal. Easy.

But much of the legal and regulatory framework we operate under? That was built long before WhatsApp even existed.

In tax and legal work, we’re required to:

• Keep clear and complete records
• Evidence client instructions
• Demonstrate compliance with strict regulations
• Protect sensitive information

And unfortunately, a quick message saying “yes” doesn’t always tick those boxes.

So what’s the issue with WhatsApp and texts?

It’s not that we don’t like them but they come with some real risks when used for anything important.

• Things can get unclear
  
  • A short message can be interpreted in different ways. “Go ahead” might mean one thing to you and something slightly different to us.

• There’s no reliable audit trail
  
  • Messages can be deleted, phones get replaced, chats get lost. That’s a problem if we ever need to show exactly what was agreed.

• Identity isn’t always certain
  
  • If instructions come from a phone number, how do we prove who actually sent them?

• They don’t always meet regulatory standards
  
  • In both tax and legal work, we’re often required to follow very specific processes especially when it comes to approvals, filings, or advice.

But aren’t electronic messages legally valid now?

Sometimes - yes.

Emails, electronic signatures, and even messages can be accepted in certain situations. But (and it’s an important “but”):

Not all communications are treated equally and some matters legally require more formal documentation. Regulators still expect structured, traceable records.

So while the law is evolving, it hasn’t fully caught up with how casually we now communicate.

Why we might ask you to “just email it instead”

When we ask you to confirm something by email or sign a document properly, it’s not us being old-fashioned. It’s about protecting you as much as us.

Formal communication helps ensure:

• Everyone is crystal clear on what’s been agreed
• There’s a proper record if anything is ever questioned
• We stay compliant with professional and legal obligations
• Your instructions can actually be relied upon if needed

In short, it reduces the risk of problems later - especially the expensive kind. We live in a world of instant communication but tax and legal responsibilities still require clarity, certainty, and a solid paper trail.

So if we ever say:

“Could you pop that in an email?”

…it’s not about making life harder.

It’s about making sure everything stands up if it ever really matters.