As an HR and Training company, we are constantly talking about the necessity for clear and consistent communication to aid organisational harmony and effectiveness. Technology companies recognise this too, which partially explains why there is so much competition for platforms like Teams and Zoom.

During the Covid-19 pandemic, when remote communication became a necessity, WhatsApp proved to be a useful tool for businesses to stay connected in real time. Its ease of use, accessibility, and familiarity make it an attractive option for both small and large businesses.

Despite its advantages however, WhatsApp also carries significant risks when used in a professional setting, particularly in maintaining appropriate standards of communication. As the new Workers Protection legislation looms, these concerns are more pressing than ever.

Unless you’re living in the dark ages, you’ll know that WhatsApp allows instant messaging, voice calls, and group chats, facilitating collaboration and problem-solving across teams. It’s particularly useful for businesses with remote workers or those who require quick communication outside regular business hours. The simplicity of WhatsApp means less time spent on formal emails or setting up conference calls, which can often slow down progress.

Since the pandemic, WhatsApp has become a cornerstone for many businesses looking to maintain contact with employees, clients, and customers in an informal yet effective way. It offers a personal touch and real-time connection, making it highly attractive for many teams.

However, WhatsApp’s strength in informal communication is also its greatest weakness when it comes to maintaining professionalism. As a platform traditionally associated with social interaction, it can be easy for employees to slip into casual, and sometimes inappropriate, behaviour. This cross-over between social and business communication can lead to significant risks for companies, particularly around the sharing of banter, memes, or inappropriate content.

One major risk is the blurring of boundaries between what is acceptable in social settings and what is appropriate in a professional environment. WhatsApp makes it easy to forward images, jokes, and messages that may be perfectly acceptable among friends but entirely inappropriate in a work context. For instance, an employee forwarding a ‘harmless’ meme or joke can inadvertently create an uncomfortable or hostile environment for others, potentially exposing the company to claims of harassment or discrimination.

With the upcoming Workers Protection legislation due to take effect at the end of October, businesses need to be more cautious than ever. This legislation places greater responsibility on employers to prevent sexual harassment in the workplace, and that includes harassment that occurs in virtual spaces such as WhatsApp.

If inappropriate content is shared in a company WhatsApp group, even if meant as ‘banter,’ the employer could be held liable for failing to take reasonable steps to prevent harassment.

To mitigate these risks, businesses should consider the following:

Create Separate WhatsApp Groups: Designate WhatsApp groups for strictly business communication, and be clear that personal or socially oriented conversations should be made in separate, non-official groups that have no connection with the organisation. This helps maintain professionalism and keeps work-related communications clear and focused.

Establish Boundaries: Ensure all employees understand that professionalism must be maintained at all times, regardless of the platform used. Remind staff that WhatsApp communication is no different from email when it comes to standards of conduct.

Data Protection: Businesses should be aware that all communications on WhatsApp, including messages, images, and documents, could be subject to a Subject Access Request (SAR). If an employee files a SAR, all relevant information in the WhatsApp group would need to be shared, which could potentially expose the company if inappropriate content is found.

So, despite the tremendous benefits for business communication that Whatsapp offers, the informality of the platform presents significant risks, particularly regarding professionalism and potential claims of harassment. As the new Workers Protection legislation approaches, it is more important than ever for businesses to take proactive steps to safeguard against inappropriate use of platforms like WhatsApp.

Companies should implement a clear social media policy, which includes specific guidance on WhatsApp use for business purposes as well as other social media platforms like Facebook and X formerly known as Twitter. Because of its prolificacy, in some cases, it may be prudent to establish a separate WhatsApp policy to further clarify acceptable behaviour and protect the company from harassment claims. By putting these safeguards in place, businesses can enjoy the benefits of modern communication tools while reducing their exposure to claims of harassment.

As usual, you can contact us for support with this subject or any other employment related matter on 01452 331331 or contact us through our contact page.