The Dos and Don'ts of WhatsApp Communication for Professionals
Navigating Corporate Messaging: Best Practices and WhatsApp Etiquette for Work
WhatsApp etiquette and rules for WhatsApp group conversations can be surprisingly difficult to manage. However, the use of WhatsApp and WhatsApp Business has become completely commonplace both between employers, employees and between businesses and their clients. Therefore, it is more important than ever to understand the do’s and don’t of WhatsApp communications for professionals. It is also helpful to understand if your priority is to use WhatsApp Business for internal communications or with external clients and suppliers as this might affect your tactics.
Managing Group Chats: Strategies for Efficient Team Communication on WhatsApp
Ask for permission before initiating a conversation: Before you start to use WhatsApp for work, it is WhatsApp etiquette and very important to ask the recipient if it’s acceptable to do so. Some colleagues or clients may not appreciate being contacted on WhatsApp for whatever reason. Furthermore, WhatsApp Business has specific policies regarding consent which must be explicitly given before a WhatsApp conversations can be used.
Keep groups small: Ideally, a group should contain no more than five to eight people. This is because it’s important to keep WhatsApp groups a manageable size to ensure everyone is heard. There will always be one or two people who post more than others and this might put others off engaging. Plus, the more members, the more messages. Which makes it harder for group members to keep up and important communications could easily be missed.
Use the reply function: It may sound simple but using the reply function on WhatsApp groups for work can really help members track the conservation. By replying to a specific statement or question within the group with the reply function it is clear exactly who you are replying to and to what exact point which can help keep conversations on track.
Don’t use WhatsApp for spamming: In the interests of keeping WhatsApp group conversations on track, it is best to avoid sending unnecessary messages or spamming your colleagues and clients. Well timed, to the point messages look professional and attentive whilst the over use of messaging can become intrusive and counterproductive.
Setting the Tone: Establishing Professionalism in Your WhatsApp Communication
Whether using WhatsApp or traditional communications, many of the core principles apply for finding the right balance between formal and friendly in WhatsApp workplace groups. Some top tips for WhatsApp etiquette for setting the right tone include:
Use formal language: Text and WhatsApp may feel informal, but it’s best to use proper grammar, punctuation, and language. Avoid using overly casual language or slang. Always start the conversation by introducing yourself, especially if your contact information is not saved in your employee’s phone as this will help eliminate any confusion.
Be mindful of the content: Before you start chatting, make sure your group name is relevant, clearly outlining what it’s about and what it’s for. Similarly, unless the group is for ongoing communications, once you have achieved the aim of your chat, thank everyone for their participation and close the group.
Respect work/life boundaries: WhatsApp groups can sometimes make it hard not to blur the lines between work and personal life. However, in order to maintain professionalism, it is best to avoid this on group WhatsApp conversations. Try not to send messages outside of work hours and if you receive a message outside of work hours, it’s okay to respond the next day. This will also help demonstrate accepted boundaries for other WhatsApp group members.
Emojis and Emoticons: Navigating the Fine Line Between Friendliness and Formality
Ubiquitous and easy to use, emojis are second nature in WhatsApp. However, when it comes to WhatsApp etiquette for work, use emojis sparingly. While emojis can add personality and emotion to your messages, it’s important to use them judiciously. Overuse of emojis can make your messages appear unprofessional, so it is best to use them in moderation.
Understand the context: It is important to remember emojis can have different meanings in different contexts. Make sure you understand the context before using an emoji. For example, a smiley face might be appropriate in a friendly message, but not in a serious business communication. However, emojis can add nuance and emotion to your messages, helping to convey tone and intent more effectively. They can also help establish a sense of camaraderie and rapport with your colleague. A great use of emojis can be to express gratitude and appreciation.
Privacy and Confidentiality: Best Practices for Protecting Sensitive Information on WhatsApp
WhatsApp uses end-to-end encryption so in general (although not entirely) is considered private. However, this is not always guaranteed. Further steps to improve WhatsApp privacy include:
Turning on Security Code Change Notifications: On WhatsApp, you can verify whether your chats are end-to-end encrypted using security codes. When a new phone or laptop accesses an existing chat, a new security code is generated for both phones. And WhatsApp can send a notification when the security code changes. This way, you can check the encryption with your friend over a different messenger, ensuring its security.
Enable Two-Step Verification: Two-step verification (2FA) adds a periodic passcode to WhatsApp, bolstering security by ensuring your data isn’t accessed by someone else. You can enable 2FA on WhatsApp, across all supported platforms. With 2FA, WhatsApp allows you to create a six-digit PIN code that you can easily remember. Importantly, add your email address to retrieve that code in case you forget it.
Nonetheless, for many businesses juggling both GDPR and regulatory requirements, WhatsApp alone still may not be ideal for workplace conversations. For example, wealth managers and financial organisations need to meet compliance regulations which require the monitoring, oversight and secure storage of all client communications. Encrypted and on personal devices, WhatsApp can easily fall foul of these requirements and be considered non-compliant and ‘off-channel.’ However, by using a third party tool, like ClientWindow, professional and financial organisation can control and centralise their communications, whilst recipients still enjoy the benefit of easy WhatsApp communications.
Frequently Asked Questions
Navigating Corporate Messaging: Best Practices and WhatsApp Etiquette for Work
WhatsApp etiquette and rules for WhatsApp group conversations can be surprisingly difficult to manage. However, the use of WhatsApp and WhatsApp Business has become completely commonplace both between employers, employees and between businesses and their clients. Therefore, it is more important than ever to understand the do’s and don’t of WhatsApp communications for professionals. It is also helpful to understand if your priority is to use WhatsApp Business for internal communications or with external clients and suppliers as this might affect your tactics.
Managing Group Chats: Strategies for Efficient Team Communication on WhatsApp
Ask for permission before initiating a conversation: Before you start to use WhatsApp for work, it is WhatsApp etiquette and very important to ask the recipient if it’s acceptable to do so. Some colleagues or clients may not appreciate being contacted on WhatsApp for whatever reason. Furthermore, WhatsApp Business has specific policies regarding consent which must be explicitly given before a WhatsApp conversations can be used.
Keep groups small: Ideally, a group should contain no more than five to eight people. This is because it’s important to keep WhatsApp groups a manageable size to ensure everyone is heard. There will always be one or two people who post more than others and this might put others off engaging. Plus, the more members, the more messages. Which makes it harder for group members to keep up and important communications could easily be missed.
Use the reply function: It may sound simple but using the reply function on WhatsApp groups for work can really help members track the conservation. By replying to a specific statement or question within the group with the reply function it is clear exactly who you are replying to and to what exact point which can help keep conversations on track.
Don’t use WhatsApp for spamming: In the interests of keeping WhatsApp group conversations on track, it is best to avoid sending unnecessary messages or spamming your colleagues and clients. Well timed, to the point messages look professional and attentive whilst the over use of messaging can become intrusive and counterproductive.
Setting the Tone: Establishing Professionalism in Your WhatsApp Communication
Whether using WhatsApp or traditional communications, many of the core principles apply for finding the right balance between formal and friendly in WhatsApp workplace groups. Some top tips for WhatsApp etiquette for setting the right tone include:
Use formal language: Text and WhatsApp may feel informal, but it’s best to use proper grammar, punctuation, and language. Avoid using overly casual language or slang. Always start the conversation by introducing yourself, especially if your contact information is not saved in your employee’s phone as this will help eliminate any confusion.
Be mindful of the content: Before you start chatting, make sure your group name is relevant, clearly outlining what it’s about and what it’s for. Similarly, unless the group is for ongoing communications, once you have achieved the aim of your chat, thank everyone for their participation and close the group.
Respect work/life boundaries: WhatsApp groups can sometimes make it hard not to blur the lines between work and personal life. However, in order to maintain professionalism, it is best to avoid this on group WhatsApp conversations. Try not to send messages outside of work hours and if you receive a message outside of work hours, it’s okay to respond the next day. This will also help demonstrate accepted boundaries for other WhatsApp group members.
Emojis and Emoticons: Navigating the Fine Line Between Friendliness and Formality
Ubiquitous and easy to use, emojis are second nature in WhatsApp. However, when it comes to WhatsApp etiquette for work, use emojis sparingly. While emojis can add personality and emotion to your messages, it’s important to use them judiciously. Overuse of emojis can make your messages appear unprofessional, so it is best to use them in moderation.
Understand the context: It is important to remember emojis can have different meanings in different contexts. Make sure you understand the context before using an emoji. For example, a smiley face might be appropriate in a friendly message, but not in a serious business communication. However, emojis can add nuance and emotion to your messages, helping to convey tone and intent more effectively. They can also help establish a sense of camaraderie and rapport with your colleague. A great use of emojis can be to express gratitude and appreciation.
Privacy and Confidentiality: Best Practices for Protecting Sensitive Information on WhatsApp
WhatsApp uses end-to-end encryption so in general (although not entirely) is considered private. However, this is not always guaranteed. Further steps to improve WhatsApp privacy include:
Turning on Security Code Change Notifications: On WhatsApp, you can verify whether your chats are end-to-end encrypted using security codes. When a new phone or laptop accesses an existing chat, a new security code is generated for both phones. And WhatsApp can send a notification when the security code changes. This way, you can check the encryption with your friend over a different messenger, ensuring its security.
Enable Two-Step Verification: Two-step verification (2FA) adds a periodic passcode to WhatsApp, bolstering security by ensuring your data isn’t accessed by someone else. You can enable 2FA on WhatsApp, across all supported platforms. With 2FA, WhatsApp allows you to create a six-digit PIN code that you can easily remember. Importantly, add your email address to retrieve that code in case you forget it.
Nonetheless, for many businesses juggling both GDPR and regulatory requirements, WhatsApp alone still may not be ideal for workplace conversations. For example, wealth managers and financial organisations need to meet compliance regulations which require the monitoring, oversight and secure storage of all client communications. Encrypted and on personal devices, WhatsApp can easily fall foul of these requirements and be considered non-compliant and ‘off-channel.’ However, by using a third party tool, like ClientWindow, professional and financial organisation can control and centralise their communications, whilst recipients still enjoy the benefit of easy WhatsApp communications.
