The Use of WhatsApp for Work: Benefits and Risks
Using WhatsApp for work-related matters offers convenience, but it can negatively impact employee well-being and company results if clear guidelines are absent, according to experts.
“Instant messaging services like WhatsApp can have effects on attention that may generate psychosocial risks, along with inadequate communication,” says Jorge Gutiérrez Siles, a psychoanalyst and senior consultant at KAYSA, a firm focused on workplace well-being.
The Prevalence of WhatsApp Among Young Adults
Of the 35.3 million young adults using the internet, 88% interact through WhatsApp, according to data from the National Survey on Availability and Use of Information Technology in Households by Mexico’s National Institute of Statistics and Geography (Inegi).
WhatsApp as a Work Tool: Do’s and Don’ts
While WhatsApp can be useful for work, its lack of clear guidelines on which labor-related topics to discuss via this platform can negatively affect employee health and company outcomes, warns Iñaki de la Barrera, an organizational psychologist and human resources consultant.
- Use WhatsApp only if it’s not the official communication channel of your company, suggests de la Barrera.
- Written communication lacks depth, as it excludes body language and tone of voice, adds Gutiérrez Siles.
- A written “whats” only provides 7% of the depth in a conversation, as it omits crucial non-verbal cues.
Clear Rules for Using WhatsApp at Work
Constant notifications from messaging services during work hours can disrupt the workflow, reduce attention, and increase labor risks.
- Interruptions may complete tasks faster, but they also increase stress, frustration, and errors. The fewer the interruptions, the lesser the stress and better the focus, explains Gutiérrez Siles.
- Responding to a written message involves 14 cognitive processes, from listening and perception to memory, thinking, and language, which can lead to high mental fatigue if notifications are constant.
The solution is not to prohibit WhatsApp use but to establish clear guidelines on when and how to use it for specific tasks within the organization, according to both experts.
How to Write a Work-Related WhatsApp Message
An effective WhatsApp message should be concise, start with a friendly greeting, clarify if it’s urgent or not, and explain the topic at hand, details de la Barrera.
- Use emojis and stickers, as they are acceptable in these informal conversations.
- Avoid criticism, judgment, or discrimination, as it can harm the company’s reputation if names are visible in the conversation.
- Feedback is not suitable for WhatsApp, as it requires active participation from both parties and may be difficult to track.
Alternatives to WhatsApp for Work Messages
If not for instant messaging apps, email meets the criteria to be an official communication channel within organizations:
- Although it may seem outdated, email remains one of the best communication channels, offering precise tracking of when a message was sent, to whom it was addressed, and who received it.
- Other services with similar characteristics include Teams or Google Meet, as suggested by the expert.
Key Questions and Answers
- Q: Can WhatsApp be used for work-related matters? A: Yes, but only if it’s not the official communication channel of your company.
- Q: What are the risks of using WhatsApp for work? A: Constant notifications can disrupt workflow, reduce attention, and increase labor risks.
- Q: How should a work-related WhatsApp message be structured? A: It should be concise, clearly state if it’s urgent, and explain the topic.
- Q: What are some alternatives to WhatsApp for work messages? A: Email, Teams, and Google Meet are suitable alternatives.
