The Perils of SMS: Why Your Business Should Ditch Texting for Internal Communications

SMS texting has become an ingrained part of our personal lives, but it presents risks to organizations who need to mind proprietary or sensitive information sent over unsecured lines, or who want to access or retain all communications. 

SMS for business communication is not secure

• In 2024, the FBI offered a warning that hacking by Chinese hackers on virtually all telecom companies puts SMS messages at risk of being accessed in transit. When employees exchange sensitive company information, client data, or proprietary details via text messages, they expose that information to a myriad of threats.

• In addition to messages being intercepted in transit, these messages also reside on individual mobile devices, which are far less secure than company-managed systems. Personal phones are susceptible to loss, theft, or compromise through malware and phishing attacks. If an employee’s personal phone, laden with company text messages, falls into the wrong hands, the business faces a severe data breach risk. Unlike corporate devices that can be remotely wiped or secured, personal phones often lack these essential safeguards.

• Finally, access control is virtually non-existent with SMS. Once a text message is sent, there’s no way to revoke access or control who sees it. Employees might forward sensitive information to unauthorized individuals, either accidentally or intentionally, without any audit trail or oversight. This lack of control makes it impossible for businesses to enforce their data security policies effectively.

Consider the consequences of a security breach stemming from SMS communication. Financial penalties from regulatory bodies, reputational damage, loss of customer trust, and even legal action can cripple a business. The cost of recovering from such a breach far outweighs any perceived convenience offered by SMS.

SMS Messages Disappear With the Phone

• Beyond security, communication retention is another critical area where SMS falls woefully short for business needs. In the modern regulatory landscape, businesses are increasingly required to maintain comprehensive records of their communications for legal, compliance, and operational reasons. This is where the transient nature of SMS poses a significant problem.

Many industries, such as finance, healthcare, and legal services, are subject to stringent regulations that mandate the archiving of all business communications. This includes internal discussions, decisions, and approvals. SMS simply does not provide the robust archiving capabilities required to meet these compliance obligations. Businesses relying on SMS for interoffice communications risk non-compliance, leading to hefty fines and legal repercussions.

SMS is Not Accountable

Furthermore, communication retention is vital for operational efficiency and accountability. Imagine a project where decisions were made via text messages. If an employee leaves the company or there’s a dispute over what was agreed upon, retrieving those specific text messages can be a nightmare, if not impossible. Important context, instructions, and approvals can be lost in the vast sea of personal texts, leading to confusion, delays, and errors.

In the event of a legal dispute or internal investigation, businesses need to be able to produce a clear, verifiable record of all relevant communications. SMS messages, scattered across individual devices, can be difficult to collect, authenticate, and present as evidence. The lack of a centralized, searchable archive makes it nearly impossible to reconstruct communication threads accurately, putting the business at a significant disadvantage.

Moreover, the informal nature of SMS can lead to misinterpretations and a lack of clarity in communication. Unlike more formal communication channels where users are often more deliberate in their phrasing, text messages can be terse and prone to ambiguity. This can result in misunderstandings, wasted time, and ultimately, a decline in productivity. When there’s no clear record of what was said and by whom, accountability suffers.

Alternatives to SMS

So, what are the alternatives? Businesses should migrate to dedicated internal communication platforms that address both security and retention needs. Solutions like Slack, Microsoft Teams, Google Chat, or other enterprise-grade messaging systems offer end-to-end encryption, centralized administration, robust archiving capabilities, and audit trails. These platforms are designed specifically for business environments, offering features such as document sharing, video conferencing, and integration with other business tools, all within a secure and managed ecosystem.

Implementing a new communication system requires an initial investment of time and resources, but the long-term benefits in terms of security, compliance, and efficiency far outweigh the costs. Businesses should clearly communicate the rationale behind this shift to their employees, emphasizing the importance of protecting company data and maintaining clear communication records. Training sessions can help employees adapt to the new platforms and understand their features.

While SMS texting may seem convenient for quick, informal exchanges, its use for interoffice communications is a dangerous gamble. The inherent security vulnerabilities and the critical need for comprehensive communication retention make it an unsuitable tool for any modern business. By transitioning to secure, purpose-built communication platforms, businesses can safeguard their sensitive information, ensure compliance, and foster a more efficient and accountable communication environment. The time to break up with SMS for business is now.