How Many Instant Messaging Applications Should an Organization Use?

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At present, Instant Messaging or IM apps are undoubtedly the most widely-used mode of communication in almost every organization around the world. In fact, IM app usage is increasing every year. This rapid expansion of IM usage in businesses results from increased workplace communication efficiency, employee productivity, and many other benefits organizations receive.

When it comes to choosing what IM apps to use, there are several options. Popular IM apps organizations permit to use but are not limited to WhatsApp, WeChat, Viber, Signal, Telegram, iMessage, and LINE. While receiving the benefits, organizations must keep the distractions from IM messaging to a minimum. Enforcing a limit on the number of applications employees can use saves the companies from unwanted distractions, compliance issues, security issues, and privacy issues.

How Many IM apps should a company use?

When defining an IM policy, it is important to know how many IM applications an organization should use and enforce a limit on it. Currently, there is no fixed number of applications defined as a standard. No special laws regulate how many IM apps a company should use. It totally depends on the business requirements, country-specific laws, and many other factors.

Using Multiple IM apps

In general, the more IM apps, the better because it allows for reaching a wider audience and creates more business opportunities. The company should use multiple IM apps if it has clients across different geographic regions. If clients can reach the business in their preferred IM app, it enhances user engagement and satisfaction.

Having said that, organizations must also consider the consequences of using more than one IM app. For example, is the company capable of handling communication compliance requirements pertaining to each IM app? Communication compliance regulations are frequently changing, and it can become complex to implement the requirements with many applications. Authorities can introduce new rules or changes to existing rules. Companies must ensure they are always aware of such changes and take measures to accommodate them. However, it is possible to tackle these compliance challenges with a strong messaging solution.

Not only the compliance but also there can be issues like more distractions in the workplace, messaging inconsistencies, mixing private communications with business communications, employee misconduct, and many other challenges. Hence, it is important to identify the exact number of IM apps the organization should use.

Using a single IM app

On the other hand, using a single app across the organization makes it easy to handle compliance requirements. It helps to achieve messaging consistency. If the company can use its business-specific version of the app, then there will be fewer distractions. In brief, using a single app is less complicated and challenging for organizations.

A single app, however, limits the number of clients organizations can reach because certain countries prefer only specific IM apps. Therefore, using a single IM app can be effective only if the company has clients within a limited number of countries or geographic regions. Also, it is best for small and medium companies with small staff. Again, this depends on your business decisions and requirements. Larger companies also prefer to use a single secure IM app because of security, privacy, and other important concerns.

How to determine the number of IM applications to use?

There are several factors to consider before determining the number of IM apps.

The global and local IM app usage

It is wise to Research global and local IM app usage before deciding which apps to use. What is currently more popular in your area and the world? How many active users do the apps have? According to the IM app usage statistics, WhatsApp has the largest active users, which amounts to more than two billion users. Telegram has fewer active users than WhatsApp, WeChat, Snapchat, and Facebook Messenger apps.

Investigate how many employees use a particular application and what the business clients use. For example, in the USA, iPhone usage among Americans is almost 57%. Thus, with WhatsApp, using iMessage for business communication would be a better choice to serve clients and employees in the USA. Also, WeChat is more popular among people in China, and the use of other IM apps is restricted. If the company is based in China or has Chinese clients, it is best to consider using WeChat.

Work mode

Many companies have shifted to remote and hybrid work modes after the covid-19 pandemic. The adoption of IM apps quickly increased because they helped businesses continue operations without hindrance. In such a global phenomenon, it is hard to define a limit on the number of IM apps organizations should use.

Most companies did not restrict IM application choice among employees. However, regulatory authorities saw the risks of using IM apps when remote working and introduced new regulations for using specific IM apps in remote working.

In addition, there is an increased risk of sharing sensitive and private information through IM apps while remote working because it is hard to take control of the employees in remote environments. Therefore, to be prepared for such a global pandemic situation or disasters in the future, it might be appropriate to use more than one IM application in the workplace. But, at the same time, ensure all the security and privacy issues and compliance issues are addressed.

Privacy and security features and concerns

Privacy and security features are critical factors in determining the number of apps to use. One feature that should always be considered is end-to-end encryption support. For example, android RCS-based IM apps and WeChat do not provide full end-to-end encryption. But other apps like WhatsApp and Telegram provide full end-to-end encryption to secure messages from cyber attackers and other unauthorized parties.  WhatsApp has other features like disappearing messages and Account locking. Moreover, there are some privacy risks associated with using some apps. For example, WeChat has been guilty of scrutinizing Chinese nationals in other countries.

Country-specific privacy and security laws

Almost every country is governed by privacy and security or cybersecurity laws, but they can be stricter in some countries. For example, China is considered one of the most regulated countries globally because of its strict data privacy rules. In 2017, China passed its Cybersecurity Law (CSL) to regulate cybersecurity and data privacy. Therefore, using other IM apps is strictly regulated or prohibited. For example, WhatsApp is blocked in China despite efforts to unblock it. Therefore, if the company is based in China or has a significant Chinese client base, it is wise to use WeChat as the IM app.

What are your competitors using?

It is always good to research what other IM apps similar companies use. What benefits are they gaining, and what issues have they encountered? How many IM apps are those companies using? By answering these questions, organizations can get valuable information on what IM apps they should avoid and implement the necessary controls to mitigate associated issues.

Business-specific versions

Some IM apps provide versions dedicated to business communications. WhatsApp, for example, offers WhatsApp for Business, and the Wechat app provides a WeCom, or WeChat for Work app dedicated to business-related communications. WeCom also offers office automation (OA) and management tools that enable users to handle office matters using their mobile. Such business-specific versions allow companies to use IM more professionally and avoid confusing private communications.

App limitations

Another important aspect to consider when determining the number of IM apps to use is the limitations of each IM app. For example, suppose the company requires group chats with many employees. Some IM apps have limitations to it. WhatsApp can only add 512 members for a group chat, while Telegram allows adding up to 200,000 members.

Archival support

Suppose different communication compliance regulations regulate an organization. They must capture, record, and archive IM chats and retain them according to those rules. For such companies, having an enterprise messaging solution that supports multiple IM helps them to use them in a compliant manner.

Nonetheless, messaging solutions only provide archival support for some IM apps. Suppose the solution provides a text message archiver for the most widely used apps. In that case, the company can ensure all compliance, security, and privacy issues related to those apps can be resolved. Therefore, check what messaging archival solutions exist and allows use of only those IM apps within the organization.

How Can TeleMessage Help?

TeleMessage provides a robust mobile archiving solution for capturing and storing IM messages and voice calls. We provide separate archivers for each app. For example, a WhatsApp archiver to archiver for WhatsApp call recording and archive text messages. Therefore, companies can use popular messaging apps in their workplaces promptly. TeleMessage stores the information in highly secured databases in both on-premises and cloud environments. It allows businesses to comply with different regulatory requirements.

About TeleMessage

TeleMessage captures and retains mobile content, including mobile SMS messages, voice calls, WhatsApp, and WeChat conversations from corporate or BYOD mobile phones to ensure compliance with various data protection regulations. The messages are securely and reliably retained within TeleMessage servers or forwarded to your choice of archiving data storage vendor.

Our mobile archiving products securely record content from mobile carriers and mobile devices for various ownership models (BYOD, CYOD, and employer-issued). With our multiple archiving solutions, you can always find the right tools or blend for your requirements:

TeleMessage offers cross-carrier and international mobile text & call archiving for corporate and BYOD phones. Visit our website at www.telemessage.com to learn more about our mobile archiving products.

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