O uso do aplicativo whatsapp no âmbito de trabalho: um estudo em empresas de comércio exterior

Abstract

The study analyzes the use of WhatsApp as an internal and external communication tool in organizations. The objective is to analyze the dynamics of using WhatsApp in the work of managers of export and import companies located in Brazil and Uruguay. As for the methodology, it is a descriptive research, with a qualitative approach. The data collection technique chosen was the semi-structured interview via Google Meet, carried out between October and November 2023.In total, eight managers were interviewed, five of whom were Brazilians and three Uruguayans. The analysis was divided into four blocks, which first address the dynamics of WhatsApp use in the interviewees' perception, analyzing the communication process as well as seeking to identify its advantages and disadvantages. As a result, it was noted that the majority of interviewees reported many advantages such as: Agility, clarity, credibility, efficiency and the utmost importance in both internal and external communication. With regard to the agility of processes and contacts with customers, it was also noted that some managers do not feel completely safe when transmitting information via WhatsApp, with regard to data security there is a fine line between the use of corporate and personal WhatsApp, in addition to not knowing how to limit the time available for work matters are among the disadvantages of using WhatsApp highlighted by the research. Therefore, obstacles and difficulties in using the application in the workplace are still quite unpredictable, and its possible negative and positive points are slowly developing at the organizational level.