Frontline Tech

Category: Message Newcomers & Colleagues with Digital Instant Messaging

Digital Instant Messaging tools you can use to communicate with Newcomers using text, voice, video, as well as share documents/attachments, and host group discussions or broadcast lists to share information.

  • Facebook Messenger

    Description

    Facebook Messenger is Facebook’s digital messaging tool. It has text, voice, video calling and group video chat features.

    Current known uses in the sector

    • Facebook Messenger can be used in Citizenship Preparation, Community Connections, Employment-related, Information and Orientation, Library Settlement Partnership, Settlement Workers in Schools, Pre-Arrival to communicate effectively with Newcomers who prefer using Facebook as a way to stay connected and informed.

    Video overview

    Pricing

    Facebook Messenger is free.

    Ease of use & Accessibility

    Messenger is easy to use. Accessibility information about Messenger can be found in the general Facebook help information about accessibility.

    Mobile friendly

    Messenger is primarily used on the Android and iOS app, but can be used through the web browser as well.

    Privacy/security features, including data security and message encryption

    Facebook Messenger conversations between staff and clients must be in “secret” mode to ensure end-to-end encryption. To learn how to set up secret conversations, visit this link.

    End-to-end encryption for Facebook messenger is only currently available through the Messenger app for iOS/Android and not through website/desktop access. If you are seeking to have secure contact with Newcomers, you should only communicate with clients via Facebook Messenger using the app on smartphones. Communication with clients using Facebook for desktop (user-to-user messages or other methods of communication through the platform) or Messenger.com for desktop is not secure. You should take every reasonable measure to ensure that clients are aware that they are not communicating through a secure channel and to remind clients not to share personal information through these means.

    Multilingual capabilities

    You can change the default language in Facebook/Messenger.

    Additional resources

  • Viber

    Description

    Viber is a secure digital messaging app you can use to send messages (text, photos, videos, & voice), make audio and video calls, have group chats and calls, and join public groups.

    Current known uses in the sector

    • Viber can be used in Citizenship Preparation, Community Connections, Employment-related, Information and Orientation, Library Settlement Partnership, Settlement Workers in Schools, Pre-Arrival to communicate effectively with Newcomers who prefer digital messaging through Viber as a way to stay connected and informed.

    Video overview

    Pricing

    Viber is free. However, you need a Wi-Fi or data connection in order to use it.

    Ease of use & Accessibility

    Viber is easy to use. Viber does not appear to have accessibility information on their site.

    Mobile friendly

    Viber is primarily a smartphone app you can use on Android and iOS devices.

    Privacy/security features, including data security and message encryption

    Only 1-on-1 and group chats are fully secured by end-to-end encryption.

    Multilingual capabilities

    You can change the default language on Viber.

    Additional resources

  • Telegram

    Description

    Telegram is a digital messaging app that you can use for 1-on-1 and group text chats, as well as 1-on-1 audio and video chat. You can also create broadcast messages, known as channels on Telegram. Groups have up to 200,000 people and can include group voice chats.

    Current known uses in the sector

    • Telegram is used by many newcomers. Some service providers have begun to use Telegram to communicate with Newcomers, as well as created groups for larger conversations/chats.
    • Telegram can be used in Citizenship Preparation, Community Connections, Employment-related, Information and Orientation, Library Settlement Partnership, Settlement Workers in Schools, Pre-Arrival to communicate securely and effectively with Newcomers who prefer digital messaging as a way to stay connected and informed.

    Video overview

    https://www.youtube.com/watch?v=FQ2rH3KrfcM

    Pricing

    Telegram is free

    Ease of use & Accessibility

    Easy to use (if you use WhatsApp, it’s very similar). Telegram doesn’t have information about accessibility on its site.

    Mobile friendly

    Telegram is a mobile app for Android and iOS.

    Privacy/security features, including data security and message encryption

    Telegram has some privacy/security features, but it is important to be aware of what is and is not fully secure on the app. Secret Chats are end to end encrypted. Group chats (text or voice) are not. Telegram writes that they “support end-to-end encrypted voice and video calls.”

    Multilingual capabilities

    According to Telegram the app “is officially available in English, Spanish, German, Dutch, Italian, French, Arabic, Portuguese, Korean, Malay, Russian and Ukrainian on most platforms, and we are gradually expanding the list of languages built into the apps.”

    Additional resources

  • WeChat

    Description

    WeChat is a multi-purpose instant messaging, social media and mobile payment app used primarily (but not exclusively) by Chinese Newcomers. You can use text, photo, voice, video, location sharing, create group chats with up to 500 members and group video calls with up to 9 people.

    Current known uses in the sector

    • WeChat is used by Settlement Practitioners and organizations serving Newcomers from China.
    • WeChat can be used in Citizenship Preparation, Community Connections, Employment-related, Information and Orientation, Library Settlement Partnership, Settlement Workers in Schools, Pre-Arrival to communicate securely and effectively with Newcomers who prefer digital messaging as a way to stay connected and informed.

    Video overview

    Pricing

    WeChat is free to use.

    Service Context and activities with descriptions about how it could be used in each context – from simple uses to more complex

    Ease of use & Accessibility

    WeChat doesn’t have information about accessibility on its site.

    Mobile friendly

    WeChat is primarily used through mobile apps, but is also available for Windows, Mac, and web access.

    Privacy/security features, including data security and message encryption

    WeChat is not considered a secure platform to use to share personally identifiable information with clients. However, like Facebook, it can be used as part of the service continuum.

    Multilingual capabilities

    You can change the default language in WeChat. However, WeChat indicates that “Hebrew, Hindi and Polish are no longer supported.”

    Additional resources

  • WhatsApp Business

    Description

    WhatsApp Business has the core functionality of WhatsApp, but with additional features such as quick replies that let you save and reuse messages you frequently send (i.e. form messages), and automated messages that can also be tied to office hours you set in the app, which allow for out of office auto-replies, vacation auto-replies, etc. Just like WhatsApp, you can share text/voice/video messages, photos, videos, make voice calls, share attachments, such as documents, status updates, create groups (up to 256 members) and broadcast lists.

    Current known uses in the sector

    • WhatsApp is one of the most commonly used digital messaging apps in the sector. Some frontline workers have shifted to WhatsApp Business because it offers the same functions and features, security features (encryption), with the additional useful features outline above.
    • WhatsApp Business can be used in Citizenship Preparation, Community Connections, Employment-related, Information and Orientation, Library Settlement Partnership, Settlement Workers in Schools, Pre-Arrival to communicate securely and effectively with Newcomers who prefer digital messaging as a way to stay connected and informed.

    Video overview

    Pricing

    WhatsApp Business is free.

    Ease of use & Accessibility

    Easy to use (if you use WhatsApp, it’s very similar). WhatsApp has information about accessibility settings on its site.

    Mobile friendly

    WhatsApp Business is a mobile app for Android and iOS.

    Privacy/security features, including data security and message encryption

    WhatsApp Business is end-to-end encrypted, which means “your messages, photos, videos, voice messages, documents, status updates and calls are secured from falling into the wrong hands.”

    When you use WhatsApp Business the people you message with can see your phone number. This means that it is not a private app.

    Multilingual capabilities

    Additional resources

  • WhatsApp

    Description

    WhatsApp lets you share text/voice/video messages, photos, videos, make voice calls, share attachments, such as documents, status updates, create groups (up to 256 members), and broadcast lists.

    Current known uses in the sector

    • WhatsApp is one of the most commonly used digital messaging apps in the sector.
    • WhatsApp can be used in Citizenship Preparation, Community Connections, Employment-related, Information and Orientation, Library Settlement Partnership, Settlement Workers in Schools, Pre-Arrival to communicate securely and effectively with Newcomers who prefer digital messaging as a way to stay connected and informed.

    Video overview

    Pricing

    WhatsApp is free.

    Ease of use & Accessibility

    Easy to use. WhatsApp has information about accessibility settings on its site.

    Mobile friendly

    WhatsApp is a mobile app for Android and iOS.

    Privacy/security features, including data security and message encryption

    WhatsApp is end-to-end encrypted, which means “your messages, photos, videos, voice messages, documents, status updates and calls are secured from falling into the wrong hands.”

    When you use WhatsApp the people you message with can see your phone number. This means that it is not a private app.

    Multilingual capabilities

    Additional resources

  • Google Chat

    Description

    Google Chat is a video messaging tool developed that allows users to collaborate at a distance, instant message, video chat, and share photos, computer screens, and files. You can message a person or group in Google Chat the same way that you do in classic Hangouts, but with enhanced features. Google Chat is available in Gmail. Learn the differences between Google Chat and classic Hangouts.

    Current known uses in the sector

    Video overview

    Pricing

    Google Chat is free with a personal Google account.

    Service Context and activities

    Ease of use & Accessibility

    Google Chat comes integrated with your Google account and is easy to use. For example, you can add Chat to your Gmail inbox and get all the features of Chat directly in Gmail. You can use Google Chat with a screen reader or keyboard shortcuts.

    Mobile friendly

    You can also use Google Chat on the web and on mobile with apps for Android, iOS and desktop.

    Google Hangouts can be accessed online or through mobile apps available for iOS and Android.

    Privacy/security features (including data security and message encryption)

    Google Chat is not the most secure messaging app.

    When creating a Google account, a valid name, email address, username, and password are required. It is also optional to provide a phone number to recover your account if the password is lost. Upon creation of your account, Google closely tracks your searches, bookmarks, and location services, among other data. These underlying data collection practices and Google’s sharing of your information with third parties make the use of Google tools for personal purposes unsafe.

    Google offers information about privacy in this article, Understand the basics of privacy in Google Chat. According to Google “data is encrypted in-transit and at-rest.”

    Google Chat offers different features for paid and personal accounts.

    Multilingual capabilities

    Additional resources

  • Skype

    Description

    Skype is a free web-based communication tool which allows people to video conference, make calls, and instant message.

    Current known uses in the sector

    • Skype can be used in Citizenship Preparation, Community Connections, Employment-related, Information and Orientation, Library Settlement Partnership, Settlement Workers in Schools, Pre-Arrival as a tool to engage with Newcomers visually, brainstorm ideas, capture Newcomer feedback, ideas, insights, suggestions, comprehension, etc.

    Video overview

    Pricing

    Skype is free. However, if you want to get a phone number with the country code in which you live, you have to pay a little amount of money.

    Ease of use & Accessibility

    Skype is fairly simple. You can easily see sign up, download Skype, use Skype online, and help icons.

    Skype offers voiceover, narrated screen reader, High-contrast settings, magnifier, and speech recognition to convert speech to texts to support people with hearing or seeing disabilities.

    Mobile friendly

    Skype is available for iOS and Android devices.

    Privacy/security features (including data security and message encryption)

    Skype uses cookies to get some personal information about users. It benefits from the cookies to improve itself, recognize people’s preferences, and tailor Skype web content for individuals. You can disable cookies if you do not  want Skype to use your information.

    All Skype-to-Skype voice, video, file transfers and instant messages are encrypted. If you make a call from Skype to mobile and landline phones, the part of your call that takes place over the PSTN (the ordinary phone network) is not encrypted. Voice messages are encrypted when they’re delivered to you. However, after you have listened to a voice message, it is transferred from Skype servers to your local machine, where it is stored as an unencrypted file.

    Multilingual capabilities

    Additional resources

  • Google Meet

    Description

    Google Meet is voice, instant messaging, video chat/conferencing platform.

    Current known uses in the sector

    • Google Meet can be used in Citizenship Preparation, Community Connections, Employment-related, Information and Orientation, Library Settlement Partnership, Settlement Workers in Schools, Pre-Arrival as a way to communicate in real time with Newcomers and colleagues.

    Video overview

    Pricing

    Google Meet is free.

    Ease of use & Accessibility

    Google Meet is easy to use and allows you to have video meetings right in your web browser instead of having to download any software. Find out about accessibility features here.

    Mobile friendly

    Google Meet is available as an Android and iOS app.

    Privacy/security features (including data security and message encryption)

    Google Meet security and privacy for users information is here.

    Multilingual capabilities

    Additional resources

  • Slack

    Description

    Slack is a workplace communication tool, where participants can message each other, create channels/discussion groups, and share tools and files. Slack also integrates with other apps/add-ins and other workplace tools.

    You can integrate other apps and services into Slack, making it a versatile team communication tool. Using Slack can increase communication and collaboration, facilitate project management, and allow you to learn how to use a tool that is popular in many workplaces today.

    Current known uses in the sector

    • Public community groups and discussions on specific topics for larger projects.
    • Used as the messaging component for online conferences.
    • Internal team meeting, project management, and discussion tool.
    • Mainly an internally focused tool, Slack can be used to coordinate with Newcomers and communities as well. Slack allows for public and private channels, restricting access to internally focused channels and discussions, while allowing for external partners/clients to share and discuss. In that way, Slack can be used in Citizenship Preparation, Community Connections, Employment-related, Information and Orientation, Library Settlement Partnership, Settlement Workers in Schools, Pre-Arrival as a tool to engage with internal colleagues, external partners & stakeholders, as well as Newcomers.

    Video overview

    Pricing

    Slack is free to use and will generally be sufficient for most nonprofits. Slack has a number of pricing levels for additional tools and functionality. They also offer nonprofit discounts on those levels.

    Ease of use & Accessibility

    Slack is relatively easy to use, but there is a learning curve to make full use of it. The above videos as well as time and practice, make it easy to use after the initial orientation. Here is a good example of a Slack workspace guidelines and orientation guide, from Refugee613’s DMSI project.

    FINAL-DMSI-Slack-Onboarding-FEB-2020Download

    You can use a screen reader to navigate conversations, read messages, and access information in your sidebar from the Slack desktop app and Slack in a web browser.

    Mobile friendly

    Slack has a mobile/smartphone app where participants can access full functionality, including using Slack for audio calls with other users.

    Privacy/security features, including data security and message encryption

    Slack has a mixed rating on Common Sense Media (which typically rates for safe use of technology with children). However, Slack indicates that it uses strong security protocols, including that it can be can be configured for HIPAA compliance, including electronically protected health information (e-PHI), which is an extremely high security setting.

    It is useful and important to note on the pricing page the security features increase and are enhanced with higher priced versions of the tool.

    Multilingual capabilities

    You can display the Slack app in a number of languages. Find out more in this Slack Help Center article.

    Additional resources