Long ReadJan 19 2023

Is there a place for WhatsApp in the workplace?

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Is there a place for WhatsApp in the workplace?
WhatsApp and Telegram were among the most downloaded apps in Q1 2022. (Brent Lewin/Bloomberg)

In September 2022 the US Securities Exchange Commission and the Commodity Futures Trading Commission reached settlements totalling around $1.8bn (£1.4bn) with 12 of Wall Street’s leading investment banks.

The prominent institutions, which included Morgan Stanley, Citigroup, Goldman Sachs and Bank of America, were penalised for failing to monitor employees’ use of unauthorised messaging apps, like Whatsapp, with colleagues and clients.

The probe followed on from JP Morgan’s $200mn fine in December 2021, with the floodgates apparently opening. Authorities seem to have used that initial $200mn settlement figure as a yardstick for the industry, signifying the end of an unofficial grace period afforded to firms adapting to the pandemic. 

It is important to note that the issue here is not with WhatsApp itself; it is the difficulties in documenting communications on these encrypted platforms.

Such monumental penalties have of course had a seismic impact on the financial services landscape, with the repercussions reaching far beyond the behemoths evidently being made an example of. But how did we get to this stage, and how can firms address the employee behaviours that are clearly no longer going to be tolerated?

What’s up with WhatsApp?

A smartphone screen displays the logo of the mobile application WhatsApp
 

The SEC mandates that banks maintain records of all communication between clients and brokers. Private exchanges, like those occurring through WhatsApp, are far more difficult to monitor, and the likelihood of data being compromised only increases as personal devices are introduced to the equation.

It is important to note that the issue here is not with WhatsApp itself; the same concerns apply with WeChat, Telegram, and other ephemeral messaging apps. It is the difficulties in documenting communications on these encrypted platforms and the subsequent contravention of record-keeping requirements that are problematic.

Phone call fatigue

Until relatively recently, consumers had limited options available to them if they wanted to reach out to a regulated firm. To discuss their bank account, for instance, they would need to either get on the phone or head over to their local branch for a personal discussion.

Now, they are able to communicate with the organisation through a multitude of digital channels.

The disruption of the Covid-19 pandemic led to far greater reliance on messaging apps.

It is not just an option, but a preference. WhatsApp, Facebook Messenger and Telegram were among the most downloaded apps in Q1 2022, and WhatsApp itself has an astronomical 2bn active users worldwide.

According to Forbes, 93 per cent of US consumers want to communicate via text message, with speed, ease of use and (consumer) familiarity with the platforms proving decisive advantages. 

This works both ways; it is also easier and more efficient for employees to communicate through tools that they are familiar with using in their day-to-day life than one provided by their employer.

Remote channels

The disruption of the Covid-19 pandemic led to far greater reliance on messaging apps, as physical proximity, even with colleagues, was prohibited. In 2019, 68.1mn US mobile phone users accessed WhatsApp to communicate. This figure is projected to grow to 85.8mn users in 2023.

A by-product of this reliance on new digital channels was an escalation in the number of workers using personal phones or tablets for business, as lines began to blur and professional and personal lives intertwined.

Banning employees from using particular channels does not necessarily mean that all risks are eliminated.

Employees are more likely to act casually when working remotely, whether that means taking longer breaks or messaging clients or colleagues through an unauthorised channel.

Having allowed these communication habits to set in over a sustained period, they are now very difficult to shift back to a pre-Covid level, given the inherent convenience and usability that employees have become accustomed to.

Paying the bill

JP Morgan’s $200mn fine in December 2021 was the first significant penalty in a probe that has also impacted the aforementioned dozen leading investment banks to the tune of $1.8bn. The SEC’s crackdown has since continued to expand, as Wall Street’s private equity giants have revealed that they are under investigation. 

The enforcement unit has also launched enquiries about smaller registered investment adviser (RIA) protocols for ‘off-channel’ business communications.

The situation leaves business leaders and compliance teams in a quandary.

RIAs are subject to the same regulations as the larger firms that were previously penalised, so while they may have been spared the ambush of the initial investigations, they should be mindful that they are in the regulators’ crosshairs nevertheless.

What now?

The situation leaves business leaders and compliance teams in a quandary. Should they sacrifice convenience and operational efficiency in the pursuit of compliance, banning messaging apps outright and instead relying on the tried and tested solutions of email, phone calls and, to a lesser extent, social media?

This is probably a tempting option given the enormity of the penalties being administered. It has certainly been the more popular approach given that in July 2022 just 15 per cent of financial firms were monitoring WhatsApp.

But it is not quite that simple. Banning employees from using particular channels does not necessarily mean that all risks are eliminated. The prohibition of helpful tools will probably lead to disgruntled employees and compliance gaps in the workplace.

Business leaders must ensure they can capture, preserve, and monitor conversations.

The safer option is for business leaders to understand the platforms that employees and consumers prefer to use, then developing suitable policies accordingly. 

Ultimately, if employees want to use unauthorised apps, they will do so, unless a supervisory procedure is in place to police it correctly. This has had immense repercussions for the likes of Goldman Sachs, Bank of America and others who have not succeeded with this step, despite their resources.

Can WhatsApp be monitored?

The preferable option here is surely to empower staff to use the platforms with which they are most comfortable, minimising limitations wherever possible. 

To achieve compliance on encrypted platforms like WhatsApp, business leaders must ensure they can capture, preserve, and monitor conversations. This is easier said than done, and the process has historically been a source of great difficulty. However, in recent years, new solutions have been developed specifically to tackle this emerging necessity. 

Much as they had previously for social media platforms, leading digital archiving vendors have built the technology to capture and archive communications data from apps like WhatsApp, WeChat, Signal and Telegram.

It would be counter-intuitive to ignore the rising demand for encrypted messaging apps.

This rescues business leaders from the frustration of having to choose between efficiency and compliance; both can now co-exist very peacefully.

Crucially, firms can also allocate secondary numbers on personal devices, allowing employees to differentiate between business and non-work-related contacts, and capture pertinent data accordingly. This means that privacy can also be maintained despite heightened levels of professional scrutiny.

It would be counter-intuitive to ignore the rising demand for encrypted messaging apps in the workplace. Thankfully, businesses no longer have to.

Harriet Christie is chief operating officer at Mirrorweb