We’re all having online conversations. Emails, direct messages (DMs), comments on a LinkedIn post, responses on a Facebook ad…there are so many more. These digital dialogues are more than casual chats – they’re arguably a cornerstone of business operations. However, the convenience of online communication comes with risk. Are you meticulously recording these exchanges or exposing your organisation to a possible reputational fallout…or worse? The following examples demonstrate the problems you could face without a compliant recordkeeping system, and how to easily avoid them. 

What constitutes an online conversation in business?  

It is any digital communication between employees, stakeholders, or the public about your organisation’s activities. It could be anything from a recorded Teams meeting to an email about policy changes or an SMS to a customer. These could contain crucial information about your organisation, and expose you to reputational damage, lawsuits, financial penalties, and public mistrust. 

Risks of online communication  

To avoid the potential risks of digital interactions, you need to know what they are. Some examples include: 

1. Data breach: unauthorised access to sensitive information. 
2. Non-compliance: failure to retain records and adhere to regulatory requirements. 
3. Corporate reputation: miscommunication or unrecorded agreements that results in misunderstandings or disputes. 
4. Business continuity: inadequate archiving practices can result in the loss of critical business information. 

The consequences of not recording conversations: three examples 

Local council, WA  

In 2018, a Perth council faced backlash due to governance issues, including poor recordkeeping and a lack of information sharing, leading to public mistrust. This resulted in significant scrutiny around the council’s transparency and accountability, and an inquiry was held following the suspension of the council.  

Oil and gas corporation 

Santos, a global oil and gas producer, was the subject of a lawsuit brought by the Australian Energy Regulator (AER) for failing to maintain essential records of material renominations on over 4,700 occasions.  The AER was seeking penalties, the implementation of a compliance program and costs as part of this recordkeeping violation case in the Federal Court.   

Banking corporation  

You may recall the 2018 Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry. The Commonwealth Bank took a serious reputational hit when it was revealed that crucial internal communications weren’t adequately documented. Other issues were also at stake, but the lack of effective recordkeeping was part of the findings of misconduct.  

Why archiving records is a legal requirement 

In Australia and New Zealand, businesses and government entities must maintain accurate records of all their communications. Yes, even social media.  

There’s no escaping it – the National Archives of Australia (NAA) and Archives New Zealand have clear guidelines about what you need to do to ensure compliance (and avoid the aforementioned pitfalls!) With so much business communication occurring through social media, here are some tips to effectively archive your social records.  

Four best practices for effective digital recordkeeping  

• Automated records archiving: use a robust recordkeeping software that automatically captures and archives all your social media conversations in real-time.  

• Ensure data integrity and security: archived records must be protected from unauthorised access. If you use a reputable social media archiving solution, then this should be built into their platform.  

• Efficient management and retrieval: for periodic reporting, audits, compliance, or FOI requests, you need quick, easy access to archived records that provide the full context of the conversation. 

• Training and policies: educate your staff about the importance of recordkeeping and ensure your policies include managing digital communications.  

Reduce risk. Archive your records 

The (record) stakes are high – so is your organisation prepared? Would your recordkeeping be compliant if subject to scrutiny? One way to ensure this is by safeguarding your socials and implementing a comprehensive social media archiving solution. We can help you there! Get in touch today for a free 30-day trial.