Many businesses have embraced social media both as a successful marketing tool (Facebook, Instagram, LinkedIn) and as a means of instant and direct communication with their workforce (WhatsApp and similar platforms).
WhatsApp’s accessibility, functionality (group messaging, search etc) and user-friendly design make it useful for communicating with colleagues but using it in a work setting can also be problematic. According to a report by the BBC, NatWest recently banned its staff from using WhatsApp on work issued devices.
WhatsApp features that aren’t business friendly
- Retention of evidence and disappearing messages
The use of disappearing messages and lack of robust archiving can create compliance issues for businesses that require proper documentation of workplace communications. This was the main reason that NatWest, operating in the heavily regulated banking sector, took the decision to ban WhatsApp. - Risk of harassment
The use of WhatsApp messages as evidence in employment tribunal proceedings has reportedly almost tripled since 2019. Why? Because the informal nature of WhatsApp seems to blur professional boundaries, creating a platform where inappropriate comments or harassment can occur, potentially leading to legal and reputational risks.
In one tribunal case, an employee was awarded a six-figure sum in compensation after being removed from a work WhatsApp group while they were on sick leave. In another case, two employees successfully claimed race discrimination after discovering racially abusive messages on a work WhatsApp group. - Misinterpretation of tone
We’ve all experienced this! Text-based communication lacks the nuance of face-to-face interactions, making it easy for messages to be misinterpreted. This can create misunderstanding and tension in the workplace. The speed of social media can also contribute to misunderstanding – because people interact while “on the go” they may give less thought to how they write and/or consider how it might be received.
If you decide to use platforms like WhatsApp for your work communications, it’s important to have clear guidelines for acceptable posting and language. We’d recommend requiring staff to disable any disappearing message functions, ban messages out of office hours, and train everyone on the potential impact of inappropriate messaging.
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