Why This Matters

WhatsApp can be a helpful tool for keeping volunteers connected and coordinating day-to-day activities. However, because it involves personal data and informal communication, volunteers must use it responsibly. This guide explains how to use WhatsApp safely and professionally.

Why WhatsApp use needs Guidelines

• WhatsApp contains personal data (names, phone numbers, photos, messages).
• Group chats can easily lead to accidental oversharing.
• Messages may include sensitive or confidential information if not used carefully.

Following this guide helps keep everyone safe and protects IWA from legal action.

When WhatsApp Is Appropriate

Using WhatsApp is suitable for:

• Shift reminders or rota updates
• Event coordination
• Quick questions between volunteers
• Sending links to official documents or webpages
• Updates about arrival times, access issues, or logistics

WhatsApp should be brief, practical, and non-sensitive.

Setting up a group

• When setting up a Group include IWA or WRG in the Group name and simple description like “Volunteer Team – event updates only”.
• Any chat should have a minimum of 2 administrators, one of whom should be the IWA Data Protection Officer [email protected]. These admins are responsible for moderating the chat and ensuring that the guidelines are met. The admins may need to delete messages or block users if content becomes problematic.

Consent and adding People to Groups

• Add someone to a group only if they have agreed.
• Make sure people understand the purpose of the group and who will see their number.
• Remove someone promptly if they request it.

Group Description Tip:
Include a simple description like “Volunteer Team – event updates only”.

Keeping Communication Professional

Even though WhatsApp feels informal, it is still a work tool in this context.

Volunteers should:

• Be polite, respectful, and inclusive
• Keep discussions focused on the group’s purpose
• Avoid sarcasm, gossip, or jokes that could be misunderstood
• Avoid posting late at night unless urgent

Remember: Group messages can be screenshotted and shared – write accordingly.

Protecting Personal Data (GDPR)

WhatsApp contains personal data such as:

• Names
• Phone numbers
• Photos, videos
• Any message identifying a person

Volunteers must NOT:

• Share sensitive information (health, family situation, finances, safeguarding concerns)
• Forward messages containing personal data unless authorised
• Post attendance lists, addresses, or other identifiable data
• Send screenshots of conversations involving personal information

Always ask: “Does this message identify someone?”
If yes—even indirectly—be careful.

Photos, Videos, and Media

• Always get clear consent before sharing images of volunteers, staff, or service users.
• Do not share photos of children or vulnerable adults without explicit organisational permission and proper consent.

Never post photos in connection with IWA business to your personal social media without authorisation.

Managing Group Chats

A good WhatsApp group has:

• A clear purpose
• A minimum of two admin volunteers
• Rules such as “no personal information” or “no off-topic chat”

Admins should:

• Keep discussions appropriate
• Remind members of rules if necessary
• Remove content that breaks policy

Safeguarding

WhatsApp must NOT be used for safeguarding reports or discussions.

If someone shares information that suggests they or someone else is at risk:

1. Acknowledge briefly (e.g., “Thank you for telling me, I need to pass this on”).
2. Do not continue the discussion on WhatsApp.
3. Follow IWA’s safeguarding procedure immediately.

Safeguarding always needs a formal, recorded process outside WhatsApp.

Security and Good Practice

• Use a screen lock or biometric security on your phone.
• Don’t use WhatsApp on shared family devices.
• Enable two-step verification in WhatsApp settings.
• Delete chats or media when no longer needed.
• Notify your supervisor if your phone is lost, stolen, or accessed by someone else.

Examples of Good Use

✔ “Reminder: meeting at 5pm”
✔ “Is anyone able to help with Saturday’s clean up?”
✔ “Here’s the link to the updated event rota”
✔ “Access gate is locked – use the side entrance”

Examples of Poor Use

✘ “Jane is off sick again—does anyone know what’s wrong?”
✘ Unauthorised photos of events or participants
✘ Complaints about other volunteers
✘ Political, religious, or personal opinions
✘ Gossip or rumour sharing

When in Doubt

Ask yourself:

“Would this message be appropriate if read by a manager, the person concerned, or the public?”

If you’re unsure—don’t send it.
Ask IWA’s Data Protection Officer [email protected] for advice.

Last Updated: December 2025