Effectiveness of WhatsApp as a Communication Tool in Nigerian Non-Governmental Organisations

This study examines the effectiveness of WhatsApp as an organisational communication and coordination tool in Nigerian non-governmental organisations, with particular attention to its use in field programme coordination, beneficiary communication, and stakeholder engagement. Nigerian NGOs operate in often remote and resource-constrained environments where formal communication infrastructure is inadequate, making WhatsApp's accessibility and low-bandwidth requirements particularly attractive. This study uses a survey and case study design, collecting data from 45 NGO communication officers and field coordinators across organisations operating in Abuja, Lagos, Kaduna, Borno, Enugu, and Rivers States. Structured questionnaires assess WhatsApp use frequency, purposes, perceived effectiveness for different communication tasks, and challenges experienced. Three NGOs operating in the North East humanitarian context are selected for more in-depth case analysis, with interviews and internal communication document review. Findings reveal that WhatsApp is used by 97 percent of sampled NGOs as the primary internal communication platform, valued for its multi-media capability, group management features, and end-to-end encryption for sensitive beneficiary data. However, information overload from multiple active groups and the blurring of work-personal communication boundaries are widely cited as productivity challenges. Beneficiary communication through WhatsApp is highly effective for urban beneficiaries but largely inaccessible in rural programme areas without smartphone penetration. The study concludes that WhatsApp is an indispensable communication tool for Nigerian NGOs but requires organisational protocols for structured, effective use. It recommends WhatsApp communication policy development for all NGOs and complementary SMS channels for rural outreach.

Keywords: WhatsApp, organisational communication, NGOs, Nigeria, digital communication.