In an attempt to address issues with internal communications, NatWest has recently banned employees from using WhatsApp, Facebook Messenger and Skype on company devices, following incidents where WhatsApp messages had been irretrievable due to disappearing message settings.
Whilst instant messaging has proved to be an invaluable means of communicating with staff who are working from home, the use of ‘off-channel’ platforms like WhatsApp can pose significant risks, including:
- Difficulty retrieving historical messages for investigation purposes, some may have been set to disappear.
- End-to-end encryption does not necessarily mean conversations are completely secure.
- Data can be shared between Facebook and WhatsApp due to Meta’s privacy policy.
- Employees may come across less professional in their communications than they would when using a business email account as conversations can easily blur the lines between personal and business communications.
- What one person judges to be harmless banter, another may perceive as inappropriate or even offensive, leading to claims of bullying and/or harassment and ultimately Employment Tribunal claims.
Whilst the Financial Conduct Authority (FCA) has yet to sanction any organisations in the UK, some organisations in the USA have already paid out multi-million-dollar fines for recordkeeping failures when business communications were held on unapproved channels, and the number of Employment Tribunals using WhatsApp messages as evidence has significantly increased in recent years – from 150 in 2019 to 427 in 2024.
Whether or not you decide to follow in the steps of NatWest, it is important to have robust policies in place and use appropriate channels designed for business use. Clear communication policies will not only set boundaries for your employees, but will also help manage the risks to your organisation by:
- Establishing clear expectations for how employees should communicate, including approved communication channels and content guidelines.
- Ensuring compliance with legal and regulatory requirements.
- Helping to maintain data privacy and confidentiality.
- Outlining what constitutes inappropriate behaviour, including consequences for any breach of policy.
If you need help updating your communication policies, please get in touch on 01942 727 200 or email enquiries@employeemanagement.co.uk for a no obligation chat.