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Business Communication: Group 6

Welcome
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Intro
 Complete
Complete

Correctne
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ers 7C’S Of
7C’S Of
Effective
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Effective
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Communica
Communica
tion
tion Considera
Courtesy Considera
Courtesy te
te

Clarity Concrete
Clarity Concrete
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WhatsApp
Redefining Communication

Intro
 Sanjeev Shashi Shwetabh Sonu
Yadav Kumar

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Subhajit Shobhit Sunil Ujjal Das

 2009 2014 2016 2018

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ers
LAUNCHED AQUISITION FREE APP FEATURES
es

ne
h

WhatsApp was Facebook acquired WhatsApp ditches WhatsApp added by

Launched by its Co- WhatsApp for a the 1$ Subscription 2018 a lot of features
founder Brian Acton record $16 billion fees and becomes a such as Data
and Jan Koum free App Encryption, Voice
Call, Group Video
• Facts & Figures Calling, Document
exchange, Payment
• 1.5 billion WhatsApp User etc.
• 450 million Daily Active User
• 65 billion messages per day
• 6.2% of WhatsApp installs that are uninstalled (least for any
App)
• Used in 180 Countries
 WhatsApp Growth

Number of Monthly Active User Worldwide

1000000000

900000000

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800000000

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700000000
es

h
600000000

500000000

400000000

300000000

200000000

100000000

0
Apr-13 Jun-13 Aug-13 Oct-13 Dec-13 Jan-14 Feb-14 Apr-14 Aug-14 Ja n-15 Apr-15 Sep-15
follow
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 Worldwide Presence

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• The above shows the most-popular messaging apps around
the world, based on their rank in the Google Play Store – ergo
pertaining to Android devices. As is clear by the swathes of
green (similar to that used in the WhatsApp livery) WhatsApp
is the dominant messaging app around the world. According to
these figures, WhatsApp misses out on the top spot in only 25
countries (though these include notable markets such as the
follow
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02
03
Growth in India

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follow
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02
Growth in India

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 Services & Features

WhatsApp WhatsApp
Business Payment

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Data Encryption

h
Voice & Video
Call

Document
Exchange
 Issues
Succes
Featur
s
Updat
es
es
Marketi
Busine
ng
ss
&
Business

WhatsApp
 Business & WhatsApp
Why Business through WhatsApp?
According to Nielsen’s Facebook Messaging Survey,
Marketi
• 67 % of mobile messaging app users said they expect
Succes

Busine
Featur
Issues

Updat

ng to use chat more for communicating with businesses

over the next two years.
es
es
s

• 53 % of respondents say they’re more likely to shop

with a business they can message directly.

• WhatsApp has incredible engagement rates: 

 98 % of mobile messages are opened and read
 with 90 % of them getting opened within three
seconds of being received.
 End to end encrypted data

 WhatsApp marketing
campaign
• Higher response volume
• Instant and Quick communication
• Use The Right WhatsApp marketing Tool: Perfect marketing

Marketi
tool will allow you to not only run outreach WhatsApp
Succes

Busine
Featur
Issues

Updat

campaigns but also

ng
 Filter your WhatsApp contacts
es
es
s

 Use Profile Picture and Status message as marketing

spots
 Help keep log of incoming replies of your campaigns 
 Also auto-reply with specific keyword
• Define Your Media Format
 Using WhatsApp marketing you can send text, image,
video, PDF files.
Issues
Succes
Featur
s
es

Updat
es
Marketi
Busine
ng
 Marketing using “WhatsApp”
WhatsApp is Suitable for

This newest kind of SMS marketing is best-fit for

sending stock quotes, job alerts, bank offers,

Marketi
Succes

insurance offers and other alerts of specific kind.

Busine
Featur
Issues

Updat
es

ng
es
Product Launches
s

Offer Details
General Awareness Updates
Upcoming Event Publicity
Greetings On Special Occasions
 Marketing using “WhatsApp”
WhatsApp Template Message:
Pre-approved message templates for outbound alerts like
delivery updates and booking reminders. They cannot be used
for promotional purposes and are manually verified. You must
use a WhatsApp Template Message if more than 24 hours have
elapsed since the user last responded to you. Any other type of

Marketi
Succes

Busine
Featur
message will fail. WhatsApp charges a fee for sending such
Issues

Updat
messages. 

es
es

ng
s

WhatsApp Session Message:

WhatsApp Session messages are any messages sent and received in
response to a user-initiated message to your application. A messaging
session starts when a user sends your application a message and lasts
for 24 hours from the most recently received message. You can wait
for users to message your app, or you can send a Template Message
(above) to invite the user to respond. WhatsApp does not charge any
fee for sending such messages.
 Marketing using “WhatsApp

• Who are Using WhatsApp Marketing/Business

Delhi Traffic Police: using as a medium to connect with citizens; so far,

Marketi
Succes

Busine
the department has received over 85,000 complaints, in audio, video and text form,

Featur
Issues

Updat
on its helpline number, via WhatsApp alone.

es
es

ng
s

Mumbai Police : Also create WhatsApp groups to speak to citizens

Contest Platform: Many brands have begun using WhatsApp as a 'contest

platform' - a platform on which consumers can participate in a contest. Most
contests require consumers to send their entries, via WhatsApp, most often in
image, audio or video format. The platform has become a favorite among media
brands like radio channels, Red FM singing Contest ‘WhatsApp ka Superstar‘
received 22,000 entries, from Mumbai alone
Issues
Succes
s

Featur
Updat
es
Marketi
es
Busine
ng
 WhatsApp Success Story: Absolut
Unique Access
• Absolut  is the 3rd largest brand of alcoholic spirits in
the world. Known for its distinctive bottle shape, Absolut
Vodka’s fame is due to it’s long-running and outlandish
campaigns.
• The problem:

Marketi
Succes

Busine
Featur
Issues

Updat
es
es

ng
s
Absolute Vodka was globally introduced in 1979 and
although has become a huge international brand being
sold in 126 countries, it is young and historically “doesn’t
speak”.
• How they overcame their problem:

To celebrate and publicize the launch of the new Limited

Edition Absolut Unique collection in Argentina in 2013,
the company organized a very exclusive party. Only
two entrance tickets were available to the general public.
However, to win these tickets the general public had to
 WhatsApp Success Story: Absolut
Unique Access
The result:

The result was phenomenal; 600 users contacted

Sven with over 1000 unique images, videos,  audio
messages, and indecent proposals over 3 days of

Marketi
Succes

Busine
Featur
Issues

Updat
uninterrupted chat. 

es
es

ng
s
It was clear that this marketing campaign effectively
engaged with the Argentinian community, and spread
awareness whilst establishing a strong, humanized and
authentic brand.
 Business & WhatsApp
Why “Not” Business through
WhatsApp?
• No Business Account .

• 256 WhatsApp users at once : It isn’t a good choice for

large-scale, one-to-many marketing.

Succes

Marketi
Busine
Featur
Issues

Updat
• Personal aspect : Power of WhatsApp is that it’s tied to our

es
es

ng
phones, which tend to seem more personal to us .So any

s
marketing should reflect (and respect) the personal aspect.
This is where consumers interact with their friends, so trust
and creativity is key.

• WhatsApp Does Not Protect Against Data Loss

• WhatsApp Is Missing a Professional Desktop and Tablet

Client: WhatsApp only offers a weak "companion" desktop
client that permanently needs to be connected to your phone
in order to work properly.
Safety
Laerni
Featur
ng
No
esAd
Covera
Cost
ge
Positive
Impacts
Safety
Learni
Featur
ng
NoesAd
Covera
ge
Cost Effective

Cost
Safety
Learni
Featur
ng
NoesAd
Global Coverage

Covera
Cost
ge
Safety
Learni
Featur
ng
es
No Advertisement

No Ad
Coverg
Cost
ae
Safety
Learni
ng
Privacy & Security

Featur
NoesAd
Coverg
Cost
ae
Safety
Learni
ng
Seamless Operation

Featur
NoesAd
Coverg
Cost
ae
Safety
Learni
ng
Group Communication

Featur
NoesAd
Coverg
Cost
ae
 WhatsApp Payment

• Over the first half of 2018, WhatsApp rolled out a new

payments feature to selected users in India – reaching about
one million by the midway point in the year. the feature

Coverg
Featur
Safety

esAd
leveraged the National Payments Corporations of India (NPCI)
Learni

Cost
unified payments interface. This cuts out the intermediary

ae
ng

stage of loading money to a wallet, allowing users to transfer

No
money directly from their bank account, according to Quartz
India
.
• In late 2018, WhatsApp made a formal request to expand the
payments system across India to the Reserve Bank of India
(India’s central bank). It has not, however, presented a
timeline for coming into compliance with the NCPI’s data-
localisation norms. A system announced in October did not
pass muster, with the NCPI unsatisfied with the lack of
assurances that data would not be stored overseas.
Safety
E learning Platform

Laerni
Featur
ng
No
esAd
Coverg
Cost
ae
 Safety

Safety
Learni
Featur
ng
NoesAd
Coverg
Cost
ae
Summa
Indust
ry
Societ
ry
Addicti
y
on
Impact
Intro
Impacts
Negative
 Apprehensions…
• Einstein wrote his famous transformation equation, he
wasn’t thinking about making Nuclear bombs.
• Alfred Nobel invented dynamites for mining and quarrying,
but the piggish human race used it for terrorist purposes.
• Everything in this world has two sides, one positive and one
Impact
Addicti
Summ
Indust
Societ

negative. The use of WhatsApp is no different. 

Intro
ary

on

• WhatsApp is a trending app in aid to simplify our lives but

ry
y

like all products its excessive use can turn against the
human race. 
• It is killing the minds of people. Do you agree?
 Impact of WhatsApp
 Unable to differentiate between real and factual relationships.

 We can easily notice that while you are talking all the time to
your friends on WhatsApp, you hardly have an interaction with
Summa

Impact
Addicti

your immediate family.

Indust
Societ

Intro
ry

on
ry
y
 Impact on Cognitive
 Affect the cognitive skills Skills
due to use of shortcuts in
writings
Summa

Impact
More emphasis on
Addicti

Indust
Societ

communication rather

Intro
on
than on lexical semantics
ry
ry
y

 When word stops the

War begins
 WhatsApp Addiction
 The start as well as end of
the day happens with
WhatsApp. If people don’t
find any messages they
start feeling low.

Impact
Addicti
Summ
Indust
Societ

Intro
ary

 This shows a clear sign of

ry

on
y

‘Addiction’.
Summa
Indust
ry
ry
Health Impact

Societ
Addicti
y
Impact
on
Intro
 Health Impact
 WhatsApp users complain of discomfort at least
on one area of upper extremities, back or neck.

Impact
Addicti
Societ
Summ
Indust

Intro
ary

on
ry

y
 Long-term usage leads to issues related to
memory, muscle, various radiation issues and
slow brain processing action.
 Impact on Society
 New strides in technology has resulted in the
backflow of the evolution of our society

Addicti
Impact
Societ
Summ
Indust

Intro
ary

on
ry

y
 The excessive use of WhatsApp technology has
led to the creation of a distracted society.
 FAKE NEWS
 The fake news and misinformation about public policies
spread like fire on the WhatsApp.
Summa

Addicti
Impact
Societ
Indust

Spurious agencies

Intro


on
ry
ry

may do the survey by

y
following the extent
& depth of
forwarding of certain
types of messages.
 IMPACT on JOBS
• As any employer with industrial machinery knows,
preventing accidents starts with making sure employees
are aware of their surroundings.

Addicti
Impact
Summ

Indust
Societ

Intro
on
ary

ry
y
• The inappropriate use of cell phones imperils
employees’ ability to recognize and react to hazards.
 While all of that is correct, people or organizations
are still using WhatsApp groups to propagate fake
news suiting their agenda and the messaging app is
unable to target that.

Summa

Impact
Addicti
Indust
Societ

Intro
on
ry
ry
y
 What Is
There For
Me
Limitation
s
WA Action
WhatsApp
Policy
IT Rules in
India
Govt On
W.A
FAKE
NEWS
 After So Many Violent Incidents India Govts’
Came in Action on WhatsApp
WA Action
Limitation

IT Rules in
There For

Govt On
WhatsApp
What Is

India
Policy

W.A
Me
s

https://www.livemint.com/Companies/Cqbmv2eOniYHzEqLYkxFyO/Fake-news-rumours-on
-social-media-hit-Indian-firms.html
https://www.straitstimes.com/asia/south-asia/when-fake-news-sparks-violence-india-grapp
 IT Rules in
WhatsApp
Limitatons
WA Action
There For

Govt On
What Is

Policy

India
Me

https://www.indiatimes.com/technology/news/indian-government-will-ban-whatsapp-in-country
-if-the-app-doesn-t-find-a-way-to-trace-hoaxes-353391.html
 Social media in India is regulated by the Informaton Technology Act, enacted
in 2000.

WA Action
Limitation

IT Rules In
WhatsApp
There For

Govt on
What Is

India
Policy
Me
s

However, it must be kept in mind that freedom of expression does not give ‘complete’ freedom to
anybody. This does not ensure that they can write or say anything they wish to. The context or the intent
behind any news or information being circulated through social media/networking channels must be
regulated and evaluated. While the law in this partcular field is stll at budding stage, it is evolving with
tme.

https://en.wikipedia.org/wiki/Information_Technology_Act,_2000#Section_66
 WA Action
Limitation

IT Rules in
WhatsApp
There For

Govt On
What Is

Policy
India
Me
s

Your Messages. We do not retain your messages in the ordinary course of providing our Services to you. Once
your messages (including your chats, photos, videos, voice messages, files, and share location information) are
delivered, they are deleted from our servers. If a message cannot be delivered immediately (for example, if you
are offline), we may keep it on our servers for up to 30 days as we try to deliver it. If a message is still undelivered
after 30 days, we delete it. To improve performance and deliver media messages more efficiently, such as when
many people are sharing a popular photo or video, we may retain that content on our servers for a longer period
of time.

https://www.whatsapp.com/legal/#privacy-policy
 WhatsApp agrees to meet all Govt demands except message trac.

1. Grievance Cell (Last Updated at September 23, 2018 21:50 IST)

https://www.business-standard.com/article/current-affairs/whatsapp-meet
s-key-govt-demand-appoints-grievance-officer-for-india-118092300283_1.h
tml

WA Action
Limitation

IT Rules in
WhatsApp
There For

Govt On
What Is

Policy
India
2. Local Server (Last Updated: October 9, 2018 | 17:31 IST)
Me

https://www.businesstoday.in/current/corporate/whatsapp-store-da
s

ta-in-india-rbi-localisation-norms/story/284415.html

3. Reduce spam and misinformation (July 20, 2018 12:40 IST)

https://www.indiatoday.in/technology/features/story/whatsapp
-limits-forwarding-messages-to-5-chats-here-is-how-it-will-c
hange-the-way-you-chat-1291013-2018-07-20
 What Is
There For
Me
Limitation
s

WA Action
WhatsApp
Policy
IT Rules in
India
Govt On
 Why WhatsApp can not trace messages

Limitati
We also offer end-to-end encryption for our Services, which is on by default,

IT Rules in
There For

WhatsApp

Govt On
What Is

when you and the people with whom you message use a version of our app

Policy
India
ons
released after April 2, 2016. End-to-end encryption means that your messages
Me

are encrypted to protect against us and third parties from reading them

https://timesofindia.indiatimes.com/business/india-business/whatsapp-agrees-to-meet-
all-govt-demands-except-message-traceability/articleshow/65508688.cms
 Identity yourself is the payment gateway secure or Not

What Is
There For
Limitation
Me
s
WA Action
WhatsApp
Policy
IT Rules in
India
Govt On
Worldwi
Ongoi
de
ng
Measur
Why
es ?
Control
Measures
 #Tag# Is Whatsapp the new serial killer?
 Fake message spreading through WhatsApp – acts as catalyst of Mob Lynching
Worldwi

Measur

Why ?
Ongoi

 It is not now limited in a particular states :: Big concern for whole country
ng
de

es
 Measures Taken by
Worldwi • WhatsApp
Started label with “forwarded” to forwarded messages

Measur
es ?
Ongoi

Why
ng
de

Impact : Could help users identify non-original content

• Limit forwards to only five from earlier 256 chats at a time

Impact : The reduction will make slow spread of fake news

but won’t stop it.
May hit spread of positive message.
 Measures Taken by
• Removed the “quick forward” button next to
media message
WhatsApp
Impact : May prevent easy instant forwarding.
Worldwi

Measur
es ?
Ongoi

Won’t stop spread of rumors

Why
ng
de

completely

• Working with fact checking organizations

Impact : help to identify rumors / false news &

respond to them
 Measures Taken by
WhatsApp
 full-page advertisements in some top English
newspapers also in regional languages with a tag of
“Together we can fight false information,”
Worldwi

Measur
es ?
Ongoi

Why
ng
de
 Measures Taken by
• WhatsApp
Started a public awareness campaign in Radio to prevent
misuse of the app
• Conducted extensive research with users in India and
developed AD films with a tag “ Share Joy, Not Rumours”
Worldwi

Measur
that are based on a real user's experience.

es ?
Ongoi

Why
ng
de

• Ad film is in nine languages & reach the diverse

population of WhatsApp users.
 Ongoing Action Plan
• Labeling “friction” instead of “forwarded”

• Appoint a grievance officer in India

Worldwi

• Use machine learning to identify accounts sending a high volume

Measur
es ?
Ongoi
of message

Why
de

ng
• Fake news verification model 'Verificado' using Machine Learning
& AI

• Allows group admin to restrict participants from sending

messages

• Establishing a corporate entity in India and comply with Indian

law

• Group Admin has to make registration with govt regulator to

create group
 Ongoing Action Plan
 Suspicious Link Detection features to detect
suspicious links available
within WhatsApp messages
 Message to be marked with a Red-colored
label to
Worldwi

Measur
es ?
let users easily understand its behavior

Ongoi

Why
de

ng
 Link also will contains unusual characters
 World Wide Measures
taken
 WhatsApp will now globally limit 'forwards' message to
five chats at a time

(already introduced in India)

Worldwi

Marketi
ng ?
Ongoi
 Sharing the information with Government in several

Why
ng
de
countries like USA,
Australia, Canada, USA, Zimbabwe etc

 Group registration is must in several countries

 Fake news verification model 'Verificado' through Machine

Learning
& AI has been used in several countries like Brazil and
Mexico
 Spreading
Measur
Whom

messages,
How?
Why?
es
?

without
verification?
 Coverage of ‘fake news’ by Indian media (Jan 2015- Sep
2018)

Measur
Whom

How ?
Why?
es
?

Source: A BBC report on Duty, Identity, Credibility: ‘Fake News’ and the ordinary citizen of India.

 Fake news’ in the Indian media over the last three odd years has
grown by nearly 200%
 85% in various local context and 15% in the international context.
 Reporting on ‘fake news’ related to ‘scams and scares’ constitutes
just 0.7% of the coverage.
Measur
Whom
es
?
Why?

How ?
 • Sharing to verify (within the network)
• expectation that someone would get back disproving
the contents of the message if it were untrue.

• Sharing as a civic duty

Measur
Measu
Whom

Why?
• Public interest – even if onus of verification lies on the

How?
receiver
re
es
?

• Sharing for community- and nation-

building
• As means active participation in awareness raising

• Sharing as an expression & projection of

identity
• Religion / Political belief specific
Measu
re

Whom
?
Why?
How?
Companies re-define social
media dos, don’ts 
• Companies are increasingly confronted
with the consequences social media can
have on company image.

Measu

Why?
Whom

How?
• Post/comments should not be contrary

re
?
to the belief of a company, neither
should they be hateful or insensitive.
• In customer centric companies, new
selection  online social behaviour
Trust in WhatsApp as a news source vs. other media in
India

Measu
Whom
Why?
How?
re
?
“Believe nothing you hear, and
only one half that you see.”
Edgar Allan Poe

“Check authenticity of the content

before sharing it on social media”