Nature of recommendation | Recommendations for use of WhatsApp in SEM | Practical example |
Functional |
Embrace functionality
WhatsApp allows files, photos and videos to be shared. Could these enhance your communication with athletes and staff? |
Physiotherapist in professional cricket: Event: Message received from upset player with setback in ACL rehabilitation. Solution: Short voice note shared with player for reassurance rather than sending a message. |
Functional |
Recognise limitations
Will a phone call or a face-to-face meeting will be more appropriate than an instant message? Verbal and non-verbal communication are the cornerstone of effective medical communication. |
Doctor in professional football: Event: Receives MRI scan showing significant abnormality for a player. Solution: Due to understandable anxieties from the player relating to the scan, the Doctor arranges to meet the player in person to discuss the MRI result. |
Functional |
Educate clearly
Using infographics and emojis on WhatsApp can help distribute key messages to athletes, leading to positive and lasting behavioural change. |
Physiotherapist in a national sporting organisation: Event: Outbreak of gastroenteritis within the national judo squad. Solution: Shares concise information on hand hygiene strategies with the judo squad via a WhatsApp group message with emojis. |
Functional |
Communicate rapidly
Optimise information sharing by sending group WhatsApp messages regarding changes to session planning and meeting times (rather than emails or individual phone calls). |
Video analyst in professional football: Event: Coach brings team meeting forward by 1 hour unexpectedly. Solution: Video analyst messages the staff and players WhatsApp groups about this change to the schedule and prompts everyone to share this message. |
Professional |
Set boundaries
Consider whether to set boundaries with your players and colleagues around when and how you will be accessible through WhatsApp. |
Sports Therapist in semi-professional rugby: Event: Change to work–life balance by undertaking additional caring responsibilities for family. Solution: Informs coaches/players that non-emergency messages will be replied to during traditional working hours (09:00–18:00). |
Professional |
Administer effectively
Identify your rationale for using WhatsApp groups, and consider amending the group administrators if this will streamline communication. |
Doctor in professional football: Event: Staff/player WhatsApp group used for logistics frequently goes off on irrelevant tangents. Solution: Speaks to the head coach, and group administrators are changed so only staff can post messages. |
Professional |
Enhance engagement
Consider using WhatsApp to overcome geographical restrictions and time constraints to facilitate athlete engagement with rehabilitation and performance. |
Physiotherapist in amateur hockey: Event: Limited face-to-face contact with injured athletes consistently led to suboptimal return to play outcomes. Solution: Introduces WhatsApp to discuss rehabilitation programmes, monitor exercise technique and encourage athletes within the squad. |
Ethicolegal |
Stay legal
Abide by your PSRB guidelines at all times to always use WhatsApp in an ethical and professional manner. |
Doctor in professional ice hockey: Event: Receives a video from a relative which they find funny but may be considered offensive. Solution: They are aware of their PSRB obligations and therefore does not send it to the other staff members on the medical/coaching staff group. |
Ethicolegal |
Be kind
IM platforms potentially provide a stage to engage in bullying. Take proactive steps to ensure conduct on WhatsApp meets the standards of your organisation’s policy on bullying and communication. |
Sport Scientist in professional rugby: Event: Notices a coach repeatedly making disparaging comments about the club physiotherapist (who is also in the WhatsApp group). The physiotherapist is affected by these comments. Solution: Highlights this issue to their line manager, and steps are taken to address the matter and prevent its reoccurrence. |
Ethicolegal |
Keep documenting
While WhatsApp is useful for rapid medical communication, key points should be recorded and saved in the athlete’s medical records to facilitate continuity of care. |
Sports Therapist at a semi-professional football club: Event: Exchange of WhatsApp messages with a player regarding their ankle injury. Solution: Updates coaches on the recovery of the athlete and summarises the discussion in the athlete’s medical records. |
IM, instant messaging; PSRB, Professional Statutory Regulation Body; SEM, sport and exercise medicine.