Mobile messaging apps - usage and policy: guidance
This is a copy of information published on the Scottish Government staff intranet.
Corporate communication channels
A list of common scenarios where MMAs may have been previously used is available with alternative corporate communication routes shown. The options are based on users having a corporate SCOTS device and the appropriate applications (i.e. such as MS Outlook and Teams) and having connectivity.
Approved corporate communication channels and retention policies
Corporate devices
Corporate devices are corporately owned and managed. They are configured, controlled, and updated by government IT service staff. Corporate devices include desktop PCs, laptops, tablets, and mobile phones.
The core Scottish Government has a laptop first policy to support hybrid working, business continuity and resilience. Arrangements may vary in executive agencies, non-ministerial offices and non-departmental public bodies.
For core Scottish Government colleagues, it is for each business area to determine who may require a SCOTS enabled corporate phone, and this is generally assessed on a role basis. Any requests for a corporate phone must be approved by your budget centre liaison officer (BCLO). If you think your role requires a corporate phone, please read the mobile phones guidance.
Colleagues in agencies, non-departmental public bodies, or other non-core SG organisations can order devices according to their own local policies and procedures.
Where corporate phones are provided, these should be carried during normal working hours and, for example, where a user is being paid to be on call.
Microsoft 365 options:
Teams channels – Channels are where you hold meetings, have conversations and share files together. (These would tend to be used for extended periods and with groups of people).
MS Teams channels can be created within your business area or for specific pieces work or projects with colleagues, or to collaborate with internal and/or external stakeholders.
Guest access can be added for non-SCOTS organisations that you may wish to include in your own Microsoft Teams area, for example to collaborate on a piece of work or a project. A guest user is not a SCOTS user, which brings additional risks you need to consider and manage as part of any request for guest access. Use the iFix service to request guest access.
All channel conversations and documents remain available for up to three years, after which they will automatically be deleted.
MS Teams chat – this is the core messaging functionality of MS Teams. Users can message, call, screen share or add other people to the conversation from a single interface. In group chat only people in the chat can see your messages.
MS Teams gives users the ability to connect with both internal and external organisations. If you want to instant message or call people in external organisations, the organisation needs to be one of the organisations federated by iTECS. To add other organisations, you can log an iFix call to have them federated and added to Teams. Federation is not required for external organisations to attend a MS Teams meeting you host or to take part in teams or channels.
Guest access can be added for non-SCOTS organisations that you may wish to include in your own Microsoft Teams area, to collaborate on a piece of work or a project. Use the iFix service to request guest access.
All chats and meeting chats not within a channel remain available for up to five days after which they will automatically be deleted.
Any documents posted into chats remain available for up to two years after the last update date, after which they will automatically be deleted (note: there is a pause on this deletion policy at present).
Email - Emails should be used for lengthy and larger group communications. Outlook email is part of the MS 365 suite of services MS Exchange mailbox allows up to 2GB and the last six months emails to be stored in your main mailbox. Any items older than six months will automatically be moved to your online archive mailbox.
Face to Face – face to face conversations with internal colleagues or other stakeholders may be formal or informal. Where these are formal a minute of these meetings should be taken to keep an accurate and official record. For more information see taking minutes.
iFix – iFix portal is used to log and track faults with your SCOTS services and any requests to new SCOTS services (for example, hardware or software), this portal is available 24 hours a day.
Approved channels of communication
The approved corporate communications channels which can be used in the following scenarios are: (This list is simply a guide and is not exhaustive)
|
Scenarios |
Corporate phone call or text (SMS)
|
MS Teams Channel |
MS Teams Chat |
|
Face to face (location dependant) |
iFix |
|
General day to day activities with internal colleagues |
Y |
Y |
Y |
Y |
Y |
N |
|
General day to day activities involving external stakeholders |
Y |
Y** |
Y** |
Y |
Y |
N |
|
Communicating technical issues within business hours, such as network outage or loss of SCOTS services |
Y |
N |
N |
N |
Y |
N |
|
Sharing of logistical information and co-ordination of activities, (for example, late arrival, change of meeting time or location)* |
Y |
N |
Y |
Y |
Y |
N |
|
Urgent work communications with colleagues (for example, news or announcements of cabinet reshuffles) |
Y |
Y |
Y |
Y |
Y |
N |
|
Off-site working such as attending or supporting events or conferences in the UK |
Y |
Y |
Y |
Y |
N |
N |
|
Remote working (for example, inspections, traffic management, fishing vessel trips, forest working) |
Y |
N |
Y |
Y |
Y |
N |
|
Multi-agency group response work (internal and external) |
Y |
N |
N |
Y |
Y |
N |
|
Working abroad on official business (for example, COP event or international negotiations). *** |
Y |
Y |
Y |
Y |
Y |
N |
|
Offsite ministerial support or advice, such as with Minister when in Chambers* |
Y |
Y |
Y |
N |
Y |
N |
|
Co-ordination with health and social care professionals |
Y |
N |
N |
Y |
Y |
N |
|
Coordination of international visits |
Y |
Y |
Y |
Y |
Y |
N |
|
Reporting urgent technical issues – out of hours* |
Y |
N |
N |
N |
N |
Y |
|
Communication of urgent work issues – out of hours* |
Y |
Y |
Y |
Y |
N |
N |
|
Communication of urgent personal issues – out of hours* |
Y |
Y |
Y |
Y |
N |
N |
|
Staff and attendance management* |
Y |
N |
Y |
Y |
N |
N |
|
Wellbeing or staff safety checks* |
Y |
N |
Y |
Y |
Y |
N |
|
Informal chats – not work related in any capacity, (for example, social chats with friends)* |
Y |
N |
Y |
Y |
Y |
N |
* Personal devices will be permitted in this instance (calls/texts)
**See guidance on federation and invites to external stakeholders
*** International travel guidance on device use may vary depending on whether country is deemed to be secure or at risk.
Personal devices can be used for urgent contact or logistical communications in specific circumstances to call or text, for example, to check a staff member is available to log on, to carry out a wellbeing check of a staff member or when travelling home late from an event. Personal devices can also be used to facilitate logistical or group discussions from a professional development event, provided no government business is detailed.
A sensible common-sense approach on use is required and colleagues are advised to return to corporate devices as soon as possible. Where groups are created in these scenarios, care must be taken to ensure the messages are for a designated purpose, clearly understood, and the group should disband at the earliest opportunity.