Managing work WhatsApp groups

Instant messaging provides a quick and effective way for employees to communicate with each other, but it can also create serious problems for employers to deal with.

WhatsApp groups are a popular and much-used tool for communication between work colleagues.

But we have seen in recent times how the unacceptable use of the instant messaging platform can have serious repercussions and consequences for both employees and employers.

What appears to be a growing problem with work WhatsApp groups, is that employees wrongly believe they can say whatever they want within them without it affecting their job

Employees can, of course, face disciplinary action and even be dismissed for  misconduct in a group.

Whether the communication is inside or outside of work, if it is offensive, discriminatory or amounts to harassment it can be subject to disciplinary action.

But it is not just inappropriate messages in a group, which can be used as evidence in any subsequent proceedings. 

Former Prime Minister Boris Johnson, other MPs and civil servants were ordered to submit WhatsApp communications to the official Covid-19 inquiry. Messages were reported to have revealed the ‘chaos’ in the government during the pandemic [1] cited 30.4.24.

Written and video messages sent in WhatsApp groups can easily and quickly be captured in a screenshot, which can provide irrefutable evidence of any type of inappropriate conduct.

Deleting a message from a group chat does not guarantee that it has not been captured, shared or reported.

When an employer is made aware of any offensive WhatsApp group message, from any group set-up either inside or outside of work and that involves its employees, it should take the matter seriously, which we have seen in a number of reported cases:

• The parents of two students murdered in Nottingham expressed their disgust after learning of the language used to describe the killings by a police officer in a WhatsApp group [2] cited 30.4.24.

The officer’s comments were described as ‘disgusting, callous and degrading.’

Nottinghamshire's chief constable is reported to have acknowledged that some of the WhatsApp message were ‘crude and distasteful.’

The officer who wrote the message is said to have not faced a misconduct hearing but received ‘management intervention.’

• Six former Metropolitan Police officers were given suspended prison sentences for sending racist, sexist and homophobic messages on WhatsApp [3] cited 30.4.24.

Dozens of messages with content deemed to be offensive were said to have been shared during a two-year period, with references made to among others the Duchess of Sussex and Prime Minister Rishi Sunak.

• Investigations into alleged racist comments on a WhatsApp group are reported to have led to the sacking of five firefighters and resulted in another four leaving the service [4]. All nine staff were from the same station in Greater Manchester.

There is a need for an employer to be careful and act fairly when considering any misconduct in a WhatsApp group.

Four employees at a luxury development in London were awarded compensation by a tribunal after being dismissed for posting thumbs-up emojis in a group set up to call for an investigation into the behaviour of senior members of staff [5] cited 30.4.24.

Some employees were said to be unhappy about the role of managers in the death of a colleague who died from a heart attack.

But it is not just the conduct of members within a group that can create serious problems for an employer, as being left out of one, or how an employee leaves one, can also do so.

A plumber won £130,000 after being left out of a company WhatsApp group while taking sick leave [6] cited 30.4.24.

He claimed he was excluded from the group chat set up by his manager while off sick. It was reportedly used to ‘communicate important safety information.’

As a result, a judge ruled that leaving him out of the group was an ‘unfavourable act’ and unjust.

And earlier this year a tribunal ruling in the case of a dental firm employee found removing female staff from work WhatsApp group chats while they are on maternity leave is discrimination [7] cited 30.4.24.

Employers have a duty to ensure the workplace is safe and respectful, which extends to work-related communications on platforms like WhatsApp.

So ensuring it is used professionally and properly and that any misconduct is dealt with appropriately, requires a considered and practical approach.

Here are some useful tips for both employers and employees on managing official work WhatsApp groups, which can be a convenient and efficient tool for internal communication and contribute to better productivity and workplace cohesion.

For Employers

Create clear guidelines

Ensure a policy is in place that covers the expectations for the use of work WhatsApp groups. Such a policy should clearly outline the acceptable standard of behaviour and how any unacceptable conduct in a group, either inside or outside of work, will be dealt with.

Select an administrator

If the group is created for work purposes appoint a responsible member of staff as the group administrator. It is a role that will mean that individual can keep an eye on the group’s activities, enforce guidelines and quickly address any acts of misconduct. Whoever takes the role should be able to handle conflicts diplomatically and maintain a professional tone in all communications.

Supervise group communications

Regularly check group activities to ensure communication is in line with company policies and deal with any instances of misconduct or inappropriate messages and content. WhatsApp's features, such as message search and participant management can be used to manage group interactions.

Training

Providing training or hosting workshops that cover and make employees fully aware of the proper use of work WhatsApp groups, and the importance of remaining professional in all communication. Stress confidentiality, respect for colleagues and need to comply to company policies.

Deal with any wrongdoing

Act without delay to address any instances of misconduct or inappropriate behaviour in work WhatsApp groups. How you deal with it can vary and depend on how bad it is. In some cases words of advice about future conduct or informal action can be appropriate. While others, depending on the severity of the conduct, may require formal disciplinary action, which could range from a formal warning up to dismissal for a serious breach of company policy.

Encourage transparency

Employees should feel empowered and comfortable to report any legitimate concerns about any misconduct by a colleague in a work WhatsApp group. Staff should be made aware of how they can raise any such concerns.

Employees

Make sure you understand any group guidelines

Be sure that you are aware of your employer’s expectations regarding the use of a work WhatsApp group. Respect the purpose of the group and communicate in an appropriate manner.

Use good judgement

Be careful when sharing information or taking part in discussions in work WhatsApp groups. Do not share confidential or sensitive information or anything offensive.

Remain Professional

Keep a professional tone in all communications. Do not get involved in personal or off-topic conversations that are unrelated to work and avoid using inappropriate language or humour.

Show respect to others

In the same way that you would do in the workplace, you should treat your colleagues with respect and courtesy in work WhatsApp groups. Do not act in a manner that could be seen as harassment, discrimination or bullying and do not post derogatory or offensive comments.

Report any concerns

It can be difficult, but if you see any misconduct or inappropriate behaviour within a work WhatsApp group, you should report it to the group administrator or your employer without delay. Capture any evidence that you can and which supports the concern you wish to report.

Understand and appreciate boundaries

Protect your personal privacy and boundaries when using work WhatsApp groups. Avoid sharing personal information or engaging in private conversations that are inappropriate and not related to work.

Finally

These are just a few steps that can help employers to effectively manage official work WhatsApp groups and reduce the risk of misconduct, while employees can use the platform responsibly to help with effective communication in the workplace.