While platforms like Facebook or Instagram are widely recognised tools for digital diplomacy, closed network apps are less often discussed. WhatsApp is, however, being widely used by governments and multilateral institutions for internal coordination, information sharing, discussing of sensitive issues, and strategy planning. The platform is enabling government and policy practitioners to communicate more efficiently and in turn advance policy objectives.

Achieving policy objectives

Although not a replacement for face-to-face diplomacy, WhatsApp can add efficiency and flexibility to personal and group discussions across a range of situations. Advantages – speed, the group chat feature, free international calls and messaging, as well as the ability to work without phone signal – have secured WhatsApp’s position as the preferred tool for diplomacy behind the scenes. WhatsApp has been particularly conducive to facilitating efficient communication and cooperation between participants at multilateral summits. A recent article in The Guardian cites the example of WhatsApp use at breakthrough talks in Kigali, Rwanda, about banning HFCs. The chat app was used to coordinate meetings, discuss strategy during talks, and as a way for political allies to gather support for different policy positions. The article explains that when opposing policy proposals were being discussed, diplomats would communicate through WhatsApp, allowing allies to support each other and make sure multiple viewpoints were heard. The chat app served as a way for diplomats to find common ground and cooperate in putting forward clear, reasoned arguments around their position.

A secure platform

WhatsApp has also been used within governments and foreign ministries to share information and discuss sensitive issues. Following some concerns about the safety of using WhatsApp for sharing confidential information, end-to-end encryption has been built into the app to ensure that all messages, videos, photos, voice messages and documents are secure. According to a Foreign and Commonwealth Office review led by former British diplomat Tom Fletcher, many British diplomats now use WhatsApp to communicate, including on sensitive issues such as Ukraine and Syria. With nothing else required except a smartphone and internet connection, WhatsApp has already been identified by diplomats and politicians as a highly practical and efficient means of communication. It will almost certainly be incorporated into an increasing number of digital diplomacy strategies in the future.

WhatsNext?

In addition to internal coordination, there may be an opportunity for governments to use WhatsApp to better communicate with the public. Examples of WhatsApp use in other sectors such as the BBC Ebola WhatsApp service or WhatsGerman could provide a model for governments to make greater and more effective use of the digital platform, and to improve public service and to help communities at home and abroad.

Lessons for Organisations

  • Use WhatsApp during major international conferences and negotiations.
  • Consider WhatsApp as a secure means of communicating internally.
  • Consider how examples of WhatsApp from other sectors such as media providing information to the public or NGOs engaging with diaspora communities could inform governments’ digital diplomacy strategies.