Vice President Sales at mobile communications company Movius, John Clear, discusses why by business leaders are becoming increasingly concerned about how their employees are using private messaging systems like WhatsApp for work, and what they can do about it.
The recent decision by the Metropolitan Police in London to purchase 30,000 new work mobile phones for its Officers, alongside stricter new policies for the use of private messaging systems like WhatsApp, echoes a growing unease among business leaders about how private messaging systems on personal smart devices are being used for communication in the workplace.
The move by the new Commissioner of Police of the Metropolis, Mark Rowley, comes after several scandals emerged in the media last year, exposing inappropriate police communications on WhatsApp that included misogynistic, racist, and homophobic messages. Channel 5’s new documentary on the former Police Officer, Wayne Couzens, who kidnapped, raped, and murdered Sarah Everard two years after he joked with fellow officers about rape on WhatsApp, has also shone a new light on the issue.
This tragic case not only highlights missed opportunities for managers to identify serious issues early on when they are in the dark about workplace discrimination. It also shows how allowing employees unfettered access to private messaging systems for work conversations can, often inadvertently, create a fragmented communication landscape that is difficult for business and compliance leaders to navigate. The lack of oversight on these platforms means that it is often near impossible to effectively track important information, prevent discrimination, pull staff up on inappropriate behaviour, operate effectively, and maintain a reliable record of communication exchanges.
This article explores eight of the most compelling reasons why so many of the CFOs, CEOs, and business leaders we talk to are becoming increasingly concerned about the workplace conversations taking place on private messaging systems. It also reveals a new solution to addressing these concerns effectively.
1. A Breeding Ground for Discrimination
When private message systems are used to hide conversations from colleagues and managers, there is a far greater likelihood of ‘workplace banter’ going too far and discriminatory language can go unchecked. This lack of oversight can perpetuate a culture of sexism, homophobia, and racism, as there are no established boundaries or mechanisms to address and discourage such behaviours.
2. Erosion of Professionalism
Using personal mobile phones and private messaging systems to discuss work matters blurs the line between personal and professional communication. Informalities, such as casual language, memes, or personal discussions, can erode professionalism and create a perception of unprofessional behaviour. This undermines the organisation’s reputation and may lead to a loss of trust from clients and stakeholders.
3. Communication Divides and Employee Exclusion
When individuals rely on personal devices, it creates a communications divide, as not everyone may have access to or be familiar with the same private platforms and group chats. This can result in important work-related information being shared exclusively to a select few, leaving certain colleagues out of the loop. Consequently, this exclusion can hinder collaboration, teamwork, and overall cohesion within the organisation, leading to a fragmented and less inclusive work environment.
4. Miscommunication and Misinterpretation
Informal communication platforms like WhatsApp may lack the context and clarity necessary for effective workplace communication. Abbreviations, emojis, and informal language can lead to miscommunication and misinterpretation, resulting in errors, misunderstandings, and potential conflicts. This can impact productivity, result in serious errors, delay projects, and harm client relationships.
5. Loss of Productivity and Focus
Personal mobile phones and private messaging systems are potential sources of distraction. Constant notifications from personal contacts, unrelated conversations, and non-work-related activities divert employees’ attention from their tasks, leading to decreased productivity and compromised focus. Distractions can significantly impact performance and the timely completion of projects.
6. Compliance and Legal Issues
Using personal mobile phones and private messaging systems for work communication may result in compliance breaches and legal issues. Industries with specific regulatory requirements, such as the police, government, public bodies, finance, healthcare, pharmaceuticals, or legal sectors, need to ensure proper documentation, retention, and privacy of communications to protect themselves. Non-compliance can result in penalties, legal disputes, and significant damage to the organisation’s reputation – such as the case with the Metropolitan Police.
7. Security and Data Privacy
Using private messaging systems for work communication raises significant security and data privacy concerns. These platforms often lack the stringent security measures necessary to protect sensitive company information. Inadvertent data breaches, hacking attempts, or unauthorised access can have severe consequences, leading to compromised client confidentiality and potential legal liabilities.
8. Lack of Accountability
When work conversations occur on personal devices and private messaging systems, it becomes challenging to hold employees accountable for their actions and words. In cases of misconduct, discrimination, or harassment, the absence of a centralised and monitored communication platform can hinder investigations, impede evidence gathering, and make it difficult to take appropriate action.
Tackling WhatsApp & Private Messaging Systems at Work
To address these challenges, many businesses, and public bodies such as the Metropolitan Police, need to improve not just access to ‘official’ workplace communications platforms, but also how they enforce their use so that they are able to monitor workplace conversations to tackle issues like discrimination in the workplace.
One new solution that has is designed to help employers facilitate this, is the AI-powered Movius MultiLine mobile app. This application differs from other workplace communication solutions as it allows employers to better monitor and track workplace communications, as well as to identify and prevent misconduct.
By setting up tracking for red flag keywords and inappropriate language, employers can receive notifications when employees engage in conversations with discriminatory language. The app also keeps a record of all written communications, enabling managers to maintain a written record and hold employees accountable for their actions.
Additionally, the Movius MultiLine app does not exclude employees from using their own personal devices for work. The app can be downloaded onto personal mobiles, which is particularly apt for businesses who have already adopted ‘bring your own device’ solutions for workplace communications. As long as employees are properly mandated to use Movius MultiLine over private systems like WhatsApp, employers can easily track work conversations within the app even when using their personal mobile, eliminating the potential for discriminatory language, compliance issues, and lost communications to go unnoticed.