Informal Communication

What is informal communication?

Informal communication is the everyday exchange of information at work that happens outside of official channels. It refers to casual conversations, chats, and news sharing among employees. It can be positive, negative, or neutral in tone and does not follow a company’s formal communication rules.   

For instance, colleagues might share updates on work projects, discuss common interests, or simply chat about their day. For some, this helps build relationships and a sense of community. 

In a manager-employee dynamic, informal communication can build rapport, provide quick feedback, or offer support. However, managers should be mindful of maintaining professional boundaries and ensuring that any important information mentioned in informal discussions is also communicated through formal channels to all relevant parties. 

Informal communication: Benefits and drawbacks

Informal communication can be a powerful tool for building camaraderie and relationships at work, but it also has distinct disadvantages.

The benefits of informal communication

• Faster information flow: Information can spread quickly through casual conversations, allowing for rapid updates and problem-solving. This is especially helpful in fast-paced work environments that require quick decisions and rapid action.
• Quick feedback: Informal conversations allow for quick, spontaneous employee feedback that can facilitate minor adjustments. For instance, a quick conversation can replace lengthy email chains.
• Improved relationships: Informal chats help build rapport and trust among peers and managers. Positive discussions can also create a more supportive work environment.
• Enhanced collaboration: Informal discussions can spark new ideas and encourage collaboration, particularly for brainstorming and quick feedback outside formal meetings.
• Increased employee engagement: Informal communication can make employees feel more connected to one another and involved with the business, which can lead to higher morale and job satisfaction.

The drawbacks of informal communication

• Spread of rumors and misinformation: The office ‘grapevine’ can easily spread inaccurate or harmful information that can lead to misunderstandings and conflict.
• Potential for exclusion: A few people informally communicating only with one another can lead to cliques, excluding certain employees. This is especially damaging when managers favor and confide in select employees, isolating others and affecting morale.
• Lack of documentation: When the content of informal conversations is not also recorded in email or memo format, it’s difficult to track important information or hold people accountable.
• Distraction and wasted time: Excessive informal chatter can distract employees from their work, affecting the productivity rate and negatively impacting work performance.
• Difficulty in control: While informal communication can be an effective tool in socializing new policies, for example, it’s hard to control the flow of information, which can lead to a lack of consistency in messaging.

Types of informal communication

Informal communication manifests in several distinct patterns, each affecting information flow in unique ways. The types of informal communication include:

Gossip chain

This occurs when information passes from one employee to another until it spreads widely among certain teams or departments but not to all employees. For example, someone in finance might share a rumor with someone in marketing, who then shares it with some team members, some of whom might pass it on to others in the organization.

Cluster chain

This refers to when a select few colleagues who trust one another share information among themselves, and is never random. People tend to share information with those they trust and with whom they have a close relationship. This is often how important work-related information — official and unofficial — gets around quickly within certain teams.

Single-strand chain

This type of informal communication can be likened to a line of dominoes, as it involves information passing from one person to another and so on. However, this kind of communication is often less reliable, as information can become distorted as it passes from person to person—akin to a game of Broken Telephone.

Probability chain

This form of informal communication involves a random, unpredictable pattern. Information is passed along through a series of chance encounters, often leading to rapid but uneven information spread. For instance, rumors of a merger spread unevenly during a company event, as people share this information through chance encounters.

HR tip

Negative talk damages company culture and dampens engagement. HR professionals should guide managers on the impact of their informal communication. Emphasize that discussing rumors or speaking negatively about employees, even casually, erodes trust and morale. Also stress the importance of maintaining professional boundaries and avoiding oversharing, even in casual settings.

Informal communication examples

Let’s look at a few real-world examples of informal communication in the workplace:

In-person conversations

This is the most common kind of informal communication. It could be a quick chat by the water cooler, an informal discussion at someone’s desk, or a spontaneous catch-up in the office hallway. These conversations allow for immediate feedback and clarification.

Coffee or lunch breaks

The casual setting of a coffee or lunch break provides opportunities for colleagues to connect on a personal level. Their discussions can revolve around work-related updates or personal interests or simply focus on socializing with one another.

Instant messaging (IM)

Tools like Slack, Teams, and WhatsApp enable quick, informal discussions. Employees can ask questions, share updates, or simply engage in casual banter with one another and with their managers. IM is especially useful for remote and dispersed teams.

Informal coaching and feedback

A manager might offer an employee quick, informal feedback during a casual conversation or coaching tips on a trip back from a client meeting, for example. This can be more comfortable and less intimidating than formal performance reviews.

Social gatherings

Company-sponsored events, team outings, or after-work get-togethers provide opportunities for employees to interact in a relaxed environment. This can help strengthen relationships and, in turn, build team cohesion among teams and departments.

The ‘grapevine’

The ‘grapevine’ is a form of informal communication where employees share information with one another, even if it is not officially confirmed. It’s important for HR to manage the ‘grapevine’, as unchecked rumors can lead to misinformation and unnecessary conflict.

Informal vs. formal communication

Here are the key differences between informal and formal communication:

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