Social Communication Tools

What are social communication tools?

Social communication tools include messaging apps and social media platforms that allow users to create, share and comment on content quickly and in real time. These tools make mass-communication fast and efficient. For State organisations (organisations), messaging apps and social media platforms support communication and connection with colleagues and stakeholders. Popular messaging apps include Microsoft Teams, WhatsApp, Yammer and Slack. The best-known social media examples in Australia are Facebook, Instagram and X.

Social communication content as a government record

The State Records Act 2000 defines a record as ‘information however recorded’, therefore any business-related content created by an organisation using social media or messaging apps is subject to the same record keeping requirements as information created by other means. Some content is temporary or short-lived, or copied from other places. However, some content is essential to the organisation’s business activities and must be managed appropriately.  

Social communication policy 

It is recommended that organisations ensure their communication and information management policies cover the use of social communication tools and the appropriate capture and retention of social communication content. The risks to records management, privacy, intellectual property, freedom of information and cyber security should be assessed before using a social communication tool for business purposes. Policies and procedures may need to be developed for individual tools.  

Criteria for capturing social communication content

The question of what content should be captured to be full and accurate records is a risk management decision. Organisations should determine if the social media post alone is an accurate record, or if the post together with other user exchanges forms the most accurate record. For messaging apps, capturing the entire thread is typically more useful as a record than capturing fragments of a thread.

Managing content posted by people (and machines) outside an organisation also needs careful consideration. Social communication may include inappropriate, offensive or threatening content. Organisations should develop policies and procedures to ensure this type of content is not captured in a record system unless absolutely necessary.

When determining how social media/ messaging app content should be managed, organisations should consider the following questions:

• Are employees posting on behalf of the organisation?  
• Does the post generate a lot of interest from the public and media?
• Does the post communicate decisions and/or commit the organisation to an action?
• Does the post seek feedback regarding organisational issues on governance, policies and procedures?
• Does the post share information that addresses issues of safety, security, etc.?
• Does the post relate to sensitive or contentious activities?
• Does the post trigger an internal process (request for information, a threat or complaint)?
• Does the communication relate directly to a business function or activity?

If the answer is likely to be “Yes” to any of the above questions, then the communication should be captured. 

Methods for capturing social communication content 

Methods of capturing content as a record may vary according to the applications being used. Capturing may be as simple as saving a screenshot along with relevant details or using an automated application or external service provider to capture posts or conversation threads. Some social media sites allow posts to be downloaded which can then be captured into a records management system.  

Where particularly sensitive records are involved, such as inappropriate or offensive images, an organisation may decide not to capture certain content as part of the record. In such cases the record should be accompanied by a note of the organisation’s decision to not capture certain parts of the content and why.

Retention of social communication content

Leaving the content on an external social media site or within a messaging app is not a sufficient records management strategy where an organisation has no long-term control over the platform. In worst case scenarios, information can be lost when changes are made by companies hosting social media or messaging platforms. Organisations are required to maintain communication records in a readable format and retain them for the appropriate period in accordance with their subject matter, as specified in an approved retention and disposal authority.

Sources

The SRO acknowledges the following sources in the development of this records management advice:

CAARA, CAARA Policy 24 Social Media Records of Ministers, https://www.caara.org.au/wp-content/uploads/2023/03/CAARA-Policy-24-Social-Media-Records-of-Ministers.pdf (accessed 10 November 2025).

NAA, Managing social media and instant messaging (IM), https://www.naa.gov.au/information-management/managing-information-assets/types-information/managing-social-media-and-instant-messaging-im (accessed 10 November 2025).

Office of the Australian Information Commissioner, Messaging apps: a report on Australian Government agency practices and policies, https://www.oaic.gov.au/about-the-OAIC/information-policy/information-policy-resources/messaging-apps-a-report-on-australian-government-agency-practices-and-policies (accessed 14 November 2025).