The Workplace and WhatsApp: Pros, Cons & Best Practice

Since the pandemic many workplaces have become more ‘remote’ often with bigger presences online, and this has also extended to their communications, from using social media as a specific marketing tool (Instagram and LinkedIn) to using instant communication channels with their workforce, such as WhatsApp. 

WhatsApp’s wide use makes it an appealing option for quick, informal communication, but using it in a work setting has both pros and cons and many businesses are increasingly realising it might create more problems than it solves! For example, according to a report by the BBC, NatWest recently banned its staff from using Whatsapp on work issued devices: NatWest blocks staff from using WhatsApp and Facebook Messenger - BBC News

We have highlighted below three key benefits and drawbacks of using WhatsApp in the workplace: 

Pros:

1. Ease of communication
   WhatsApp simplifies workplace comms by offering instant messaging, voice notes, and video calls. Its real-time connectivity can enable quick decision-making and facilitate collaboration, particularly for remote or hybrid teams spread across different locations.
2. Group collaboration
   With the ability to create and manage distinct groups, WhatsApp can be great for teamwork by allowing members to share updates, documents, and ideas in one central space. This can streamline workflows and reduce the need for lengthy email threads or meetings.
3. Cost-effective and accessible
   WhatsApp is free to use and works on nearly any smartphone, making it a cost-effective option for businesses. Additionally, its widespread familiarity ensures minimal training is required for employees to adopt it.

Cons:

1. 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 a major driver behind NatWest, operating in the heavily regulated banking sector, taking the decision to ban WhatsApp completely. 
2. Risk of harassment
   The informal and rapid nature of WhatsApp can blur professional boundaries, creating a platform where inappropriate comments or harassment might occur, potentially leading to legal and reputational risks. The use of WhatsApp messages as evidence in employment tribunal proceedings has reportedly almost tripled since 2019. In one tribunal case, an employee was awarded a six-figure sum in compensation after being removed from a work WhatsApp group whilst on sick leave. In another case, two employees successfully claimed race discrimination after discovering racially abusive messages on a work WhatsApp group. 
3. Misinterpretation of tone
   Text-based communication lacks the nuance of face-to-face interactions, making it easy for messages to be misinterpreted. This can lead to misunderstandings or workplace tensions. WhatsApp messages are also so easy to send quickly, so people often give less thought to their content or timing.

If a business decides that the benefits of WhatsApp outweigh the risks associated with its use, then it is important the consideration is given to using it safely. A policy or clear guidelines for acceptable posting and language, a requirement to disable any disappearing messages function, a ban on messages being sent out of office hours, and training which emphasises the potential impact of inappropriate messaging can all help to reduce the risks. If you need any help with any of these issues, please remember these summaries are not legal advice and we would be pleased to assist you if you would like to get in touch here

This article is a summary of issues and we recommend taking legal advice before taking any formal action.