Text and instant messages as business records

Can you delete messages?

The State Records Regulation 2024 provides rules on when you can delete text or instant messages as part of normal administrative practice. However, if a message has lasting value – because of its administrative, legal, or historical importance to your office – you can’t delete it. You need to judge the value of the message based on what it says and why it was sent, not just because it’s a text or instant messages.

Creating a policy for text and instant messages

Your organisation should have a clear policy or guidelines on when and how to save work-related text and instant messages in your recordkeeping system. This policy could be part of a broader policy about mobile devices or how to handle routine tasks, or it could be a stand-alone policy.

It should cover:

Should you rely on text and instant messages for important work?

Text and instant messages are great for quick communication, like telling a coworker you’re running late. But for more important business, you should think twice about relying on messages alone. Messaged may not meet your organisation’s needs for keeping accurate records or ensuring accountability.

Emails are often a better option than messages because they automatically include important details and can be easily saved in a recordkeeping system. For important matters, you could send an email first, followed by a message to remind someone to check their inbox, or send a message first and follow up with an email.

Capturing text and instant messages as records

There are different ways to save messages in your recordkeeping system, depending on the devices you use and the importance of the message. 

Here are a few options:

• Screen capture: Take a screenshot of the message and email it to your work account to be saved.
• File note: Write down what the message said and save it in the system.
• Bulk export: Use an app to download multiple messages into a file and email it to be saved.
• Third-party services: Some organisations use mobile device management (MDM) software to save texts directly into their recordkeeping system.

The method you choose should match how important and risky the work is. If a message is part of a major decision or provides evidence of an important action, you’ll need to make sure it’s recorded properly and can be trusted as a record. 

Problems with using text and instant messages as records

There are some downsides to using messages as official records, especially for longterm or important business.

• Security: It’s not always easy to confirm who sent or received a text or instant messages, and someone else might see the message if they shouldn’t have access to it.
• Context: Texts and chats are short and may not show the full picture of what’s being discussed. It can also be tricky to capture the whole conversation if you’re trying to save it for records.