To handle so many demands, speed up processes and decision making, WhatsApp proves to be an efficient tool and that is why it is so widely used in the corporate environment.

However, while the messaging platform facilitates interaction, it can also cause misunderstandings in communication, whether due to the use of inappropriate language, an incorrect "tone of voice," or inability to express oneself.

The accessibility and approachability promoted by WhatsApp can confuse people and convey the feeling that this channel is informal, and therefore communication can be more casual, resulting in a series of misunderstandings, putting at risk the safety and reputation of a company.

Also read: Why separate personal and corporate WhatsApp?

For the app to be an ally in the company’s routines, it is necessary to establish clear usage policies, thus preventing ethical problems that could lead to fines, sanctions, and even lawsuits.

In this post, we will learn how an organization should position itself with employees to implement best practices for managing communication via WhatsApp.

Also read: Internal communication on WhatsApp: how to optimize team management?

Permission and consistency in the use of corporate WhatsApp

When the company provides laptops, smartphones, and other devices for performing tasks at work, a series of guidelines is passed on to the employee to make them aware of the responsibility and care needed with these assets, right?

Also read: Personal phone and corporate WhatsApp: what about the company's cybersecurity?

So, why would it be different with the WhatsApp account? Granting an exclusive number for professional use already implies that the app should only be used for dealings with the team, managers, and relationships of the corporation.

But is this message really clear to all users? To ensure compliance with messaging communication via WhatsApp, the organization must create policies for the appropriate use of the platform, which includes the following points:

• Definition of times when the corporate account can be used, which should occur during working hours, avoiding interactions after this period, on weekends and holidays;

  
  

• Conducting trainings with teams and leadership on appropriate language, recommended service procedures, and additional care with confidential information, especially regarding third parties;

  
  

• Clarification on the penalties in cases of bullying, harassment, approaches out of the work context, and data breaches;

  
  

  

• Creation of rules for forming internal groups, instructing employees on situations to be avoided;

• Implementation of a monitoring system for conversations via corporate WhatsApp with due communication to the app users and the respective authorization for this monitoring.

Regarding this last recommendation for monitoring WhatsApp accounts, it is worth clarifying that this supervision should be restricted to the corporate account, whether on the employee's device or on the device provided by the company, to prevent invasions of users' privacy.

Controlling communication through the messenger makes interactions safer and minimizes ethical issues that expose the employee, which can also put the company’s image at risk. Let’s better understand how this initiative works in practice?

Also read: Monitoring WhatsApp messages without invading privacy

WhatsApp monitoring as a compliance resource

Upholding good practices in communication via WhatsApp is also about being compliant, and this posture is increasingly valued by the market because it elevates the perception of the company's commitment to ethics and information security.

In this context, app monitoring detects potential risks, such as:

• misconduct by employees;

• violations of company policies;

• requests for bribery;

• harassment of any kind;

• bullying, prejudice, or violence practices;

• sending unauthorized information to third parties;

• improper sharing of files.

In Brazil, the first solution for monitoring corporate WhatsApp is Zapper, which identifies keywords that indicate suspicious interactions. As soon as these words are detected, a notification is immediately generated to the communication manager, who has the opportunity to intervene quickly in the situation.

When a user disconnects from the company account, the manager is also informed, and the employee is warned to immediately reconnect.

If there is an attempt to delete a portion of the dialogue or even the entire conversation, Zapper stores the content in its entirety, ensuring the verification of the entire context of the message. This storage is done in the cloud, with access restricted to the manager, enhancing security against leaks.

If the company is interested in creating reports to track employee performance, peak interaction times, most accessed contacts, for example, the platform itself executes this action.

Also read: Corporate WhatsApp monitoring to increase security and efficiency

With good guidance on the use of corporate WhatsApp, clear usage rules defined, and technological support, the company manages its digital communication and can make more informed decisions to improve processes and outcomes.

The answers you need to take your business to another level may be in WhatsApp, and Zapper will help you uncover that data! Count on us!

Click here to schedule a demonstration of the tool.