Regulating Content for Effective Communication: A Case of WhatsApp Group Administrators in Nairobi County, Kenya

The purpose of this study was to examine the effect of regulating WhatsApp group content on effective communication. The study was guided by Kurt Lewin's Gatekeeping theory. A case study research design was used.The study population comprised all the WhatsApp group administrators in Nairobi County. Convenience sampling was used to identify WhatsApp group administrators who were available and willing to participate in the study. The researcher interviewed one WhatsApp group administrator from each of the 17 constituencies in Nairobi County, totaling a sample size of 17 respondents. Data were collected using in-depth interviews. After the completion of data collection, qualitative data were coded and analyzed for themes and sub-themes. Finally, the researcher made possible and plausible explanations of the findings. Study findings revealed that most of the study respondents were WhatsApp group administrators of family, friends, class, and church groups. These groups were mainly for sharing information, uniting members, and fundraising. Family and friends' WhatsApp groups were open to a variety of information. Members were allowed to discuss each other's well-being and share religious, political, entertaining, birthday, and congratulatory messages. All church groups only allowed members to share religious information, while in class WhatsApp groups, teachers and parents were allowed to share information on students' well-being and academic activities. Insults, vulgar language, and pornographic information were unacceptable WhatsApp group content. Written rules were used to regulate WhatsApp group content. The rules were often re-shared when a member posted unacceptable content. The administrator further contacted the defiant member to point out the mistake, warn and request the deletion of the message. Implementation of WhatsApp group regulations led to effective communication among members. This study recommended that WhatsApp group administrators should pin group regulations for easy access. The purpose of this study was to examine the effect of regulating WhatsApp group content on effective communication. The study was guided by Kurt Lewin's Gatekeeping theory. A case study research design was used.The study population comprised all the WhatsApp group administrators in Nairobi County. Convenience sampling was used to identify WhatsApp group administrators who were available and willing to participate in the study. The researcher interviewed one WhatsApp group administrator from each of the 17 constituencies in Nairobi County, totaling a sample size of 17 respondents. Data were collected using in-depth interviews. After the completion of data collection, qualitative data were coded and analyzed for themes and sub-themes. Finally, the researcher made possible and plausible explanations of the findings. Study findings revealed that most of the study respondents were WhatsApp group administrators of family, friends, class, and church groups. These groups were mainly for sharing information, uniting members, and fundraising. Family and friends' WhatsApp groups were open to a variety of information. Members were allowed to discuss each other's well-being and share religious, political, entertaining, birthday, and congratulatory messages. All church groups only allowed members to share religious information, while in class WhatsApp groups, teachers and parents were allowed to share information on students' well-being and academic activities. Insults, vulgar language, and pornographic information were unacceptable WhatsApp group content. Written rules were used to regulate WhatsApp group content. The rules were often re-shared when a member posted unacceptable content. The administrator further contacted the defiant member to point out the mistake, warn and request the deletion of the message. Implementation of WhatsApp group regulations led to effective communication among members. This study recommended that WhatsApp group administrators should pin group regulations for easy access.