Mixed messages – banning private messaging apps at work

With messaging apps like WhatsApp, Facebook Messenger, Snapchat, and Telegram now deeply embedded in daily life, it’s no surprise they’ve also become common tools for workplace communication.

These platforms are fast, convenient, and familiar but they also raise serious concerns around compliance, professionalism, and legal risk.

Last year NatWest banned its staff from using several private messaging apps for work communications, a move that has prompted many employers to reconsider their own stance. Should other organisations follow suit?

The Risks of Private Messaging in the Workplace 

1. Lack of Oversight and Control

Private messaging platforms are typically hosted on employees’ personal devices, which means employers have limited, if any, access to messages, even when they relate directly to work. Messages can be deleted, edited, or lost altogether, making it nearly impossible to maintain reliable communication records.

This lack of visibility becomes a serious issue when organisations need to investigate complaints or resolve disputes. Without access to the full context of communications, decisions can be compromised.

2. Tribunal Evidence and Legal Exposure

Messaging app content is increasingly being disclosed in employment tribunal hearings. Since 2019, the number of tribunals involving private messaging app evidence has tripled. Informal chats, group messages, or even emojis, once thought private, are now being used to support or defend claims of misconduct, discrimination, or harassment.

This poses a risk not only to individual employees but also to employers, who may be held vicariously liable for messages exchanged between staff where these are considered “in the course of employment”.   Where colleagues message each other during the working day, even about non-work matters, there is a clear risk that this is sufficiently connected with work to be deemed “in the coutse of employment” and make the employer liable.

3. Data Protection and Confidentiality

Using unsecured platforms for sharing sensitive or personal data can lead to GDPR and confidentiality breaches. Employers may struggle to ensure adequate data retention, encryption, and deletion processes on apps not designed for corporate use.

This risk is particularly high in regulated sectors such as finance, law, or healthcare, where strict data governance is mandatory.

4. Blurred Boundaries and Poor Work-Life Balance

Unlike corporate tools, private messaging apps often lack features that help define working hours—such as ‘Do Not Disturb’ modes or calendar integrations. Nowadays most of us are very rarely without our mobile phones and are used to being constantly available. This can lead to employees receiving and responding to work-related messages outside of work hours, which in turn could cause stress, burnout, or confusion around expectations.

Employers should be aware of how the ease of an instant messaging platform can impact on their employees’ attitudes to work, and consider the risk that these forms of communication may undermine a commitment to  ensuring a positive work-life balance and mental health.

What’s more, the informality of these platforms can encourage impulsive communication. A late-night message from a manager or a sarcastic comment from a colleague may seem harmless but can easily be misinterpreted or prompt a response which is unprofessional or worse.

5. Workplace Culture Risks

Group chats can create cliques, exclude certain employees, or become toxic if not properly moderated. Inappropriate humour, offensive comments, or excessive messaging can all contribute to a hostile environment—and ultimately expose employers to grievance claims, reputational harm, unhappy employees, and even litigation.

Why a Blanket Ban Might Not Work for Everyone

Despite the risks, many businesses  – particularly SMEs and start-ups – rely on private messaging apps for their speed, ease of use, and cost-effectiveness. These platforms help keep remote or hybrid teams connected and often enable real-time decision-making in ways traditional channels can’t match.

For organisations without the resources to implement specific workplace  collaboration and messaging software, these apps may seem like a practical solution.

A Balanced and Practical Approach for Employers 

Rather than outright bans, a more nuanced approach may better serve most organisations:

• Establish Clear Policies

Update your IT, communications, and social media policies to reflect current practices. Clearly state when and how messaging platforms may be used for work or social purposes, and outline acceptable conduct—especially in group chats.

• Introduce Approved Communication Tools

Encourage the use of official, secure platforms (e.g. Microsoft Teams, Slack, Zoom Chat) that offer archiving, search, compliance, and data protection features. Where possible, ensure all business-critical communication happens via these channels.

• Train Staff and Managers

Educate your workforce, especially managers, about the risks of informal messaging. Emphasise the importance of tone, timing, and professionalism in written communication.

• Separate Work and Personal Lives

Help employees set boundaries. Encourage teams to avoid contacting colleagues on personal apps after hours unless absolutely necessary, and make it clear that using private messaging apps for sensitive work matters is strongly discouraged.

Review Your Communication Practices and Policies

• Review your existing communication policies
• Audit the platforms your staff are using—officially and unofficially
• Provide secure, compliant alternatives

Whether you choose to ban private messaging apps outright or implement a clearer, more structured approach, the goal is the same: to protect your people, your organisation, and your reputation in an increasingly complex digital landscape.