WhatsApp as a Tool for Participation on Spanish Radio: A Preliminary Study of the ProgramLas Mañanason RNE

Journal of Radio & Audio Media ISSN: 1937-6529 (Print) 1937-6537 (Online) Journal homepage: http://www.tandfonline.com/loi/hjrs20 WhatsApp as a Tool for Participation on Spanish Radio: A Preliminary Study of the Program Las Mañanas on RNE Flávia Gomes-Franco e Silva, Juliana Colussi & Paula Melani Rocha To cite this article: Flávia Gomes-Franco e Silva, Juliana Colussi & Paula Melani Rocha (2018) WhatsApp as a Tool for Participation on Spanish Radio: A Preliminary Study of the Program Las Mañanas on RNE, Journal of Radio & Audio Media, 25:1, 77-91, DOI: 10.1080/19376529.2017.1370712 To link to this article: https://doi.org/10.1080/19376529.2017.1370712 Published online: 16 Apr 2018. Submit your article to this journal Article views: 19 View related articles View Crossmark data Citing articles: 1 View citing articles Full Terms & Conditions of access and use can be found at http://www.tandfonline.com/action/journalInformation?journalCode=hjrs20 WhatsApp as a Tool for Participation on Spanish Radio: A Preliminary Study of the Program Las Mañanas on RNE Flávia Gomes-Franco e Silva, Juliana Colussi, and Paula Melani Rocha This study was conducted in an environment of widespread use of social media and mobile applications in the mass media. The general goal of the study was to analyze the use of WhatsApp in cybermedia, specifically in radio. A case study was proposed to examine the use of WhatsApp on the program Las mañanas de RNE, broadcast by Spanish National Radio. It was found that the public was very accepting of the program’s initiative to solicit WhatsApp voice messages, beginning in November 2015. The case study used audio files of a direct broadcast that included specific times for audience participation. The use of WhatsApp was accepted by the audience, in addition to the use of the conventional telephone, as a tool well-suited to listener participation in radio programming. Finally, the study highlights the importance of interactive, participatory spaces in broadcasts through the creation of synergies with new forms of online participation. Introduction Online means of communication have increased the power of citizens to disseminate information and have stimulated other forms of communication using different technologies (Meso Ayerdi, 2013). Cyber-media have guaranteed the possibility of citizen participation on interactive digital platforms such as Twitter and Facebook (Carrera, Saiz De Baranda, Herrero, & Limón, 2012; García de Torres et al., 2011; Gomes-Franco E Silva, 2014; Noguera Vivo, 2010), in order to disseminate content Flávia Gomes-Franco e Silva (M.A., King Juan Carlos University) is an assistant professor and researcher at the faculty of Juridical and Social Sciences at Universidad Rey Juan Carlos (URJC) in Madrid (Spain). Juliana Colussi (Ph.D., Universidade Estadual de Ponta Grossa) is an associate professor and researcher at the School of Human Sciences at the Universidad del Rosario, Bogotá, Colombia. Paula Melani Rocha (Ph.D., Universidade Federal de São Carlos) is collaborator research at the Laboratory of Advanced Studies in Journalism at Campinas State University (LABJor—Unicamp). Researcher FAPESP. adjunct professor of the post-graduate program in Jornalism at the Ponta Grossa State University. Color versions of one or more of the figures in the article can be found online at www.tandfonline.com/hjrs. © 2018 Broadcast Education Association DOI: https://doi.org/10.1080/19376529.2017.1370712 Journal of Radio & Audio Media 25(1), 2018, pp. 77–91 ISSN: 1937-6529 print/1937-6537 online 77 78 Journal of Radio & Audio Media/May 2018 in environments where the audience is connected. And it is the behavior of this audience that calls for the incorporation of interactive tools such as WhatsApp, in order to offer new means of participation and increase the possibility of dialogue with the medium. The appropriation of new technologies by the cyber-media has provided audiences with a range of tools that promote listener participation (Hermida, 2011). It is argued in the relevant literature that the use of Web tools has led to increased contact between journalists and their audience, and that the public has become an active agent (Cajazeira, 2013; Gomes-Franco e Silva & Puebla Martínez, 2014). Theoretical Framework Audience Participation in Radio Programming Radio communication has undergone a notable transformation since the adoption of interactive digital platforms, and some authors consider it the medium that has changed the most as a result of audience participation (Peña Jiménez, 2012). Public participation in radio programming is traditionally associated with telephone calls broadcast live or with a time delay. The traditional telephone continues to be used on radio programs as a means for audience participation, although today it shares spaces reserved for audience contributions with online social media. The introduction of audience participation by telephone democratized radio and offered additional advantages such as reducing the time necessary for responses between interlocutors and allowing for changes to programming in order to include more participatory spaces, etc. (Peña, 2011). When the telephone was adopted as a participatory tool, this brought about a process of adaptation by radio professionals. Radio was transformed from a unidirectional medium where letter-writing was the only means for public response1 and slowly opened up to on-air dialogue. With the advance of new technologies, the introduction of additional forms of communication between radio stations and their audience has been favorable for interaction and conversation, facilitating bidirectional discourse. To express their opinions on air, listeners can now use not only the traditional telephone, but also digital media such as email and the aforementioned social media, which were adopted by Spanish radio in 2009–2010 (Peña Jiménez & Pascual, 2013). In this new media scenario, communication with the audience requires different kinds of strategies in order to capture the attention of the public, which now inhabits a hyper-connected environment, with multiple platforms available for the consumption of content. Radio can use social media, for example, to increase its social capital, with positive effects on the content of its broadcasts (Dasilva Pérez, Santos, & Meso Ayerdi, 2015). In an analysis of interactive strategies of Spanish radio stations, it was found that listeners sent messages using both social networks and email (Peña Jiménez, 2012). In addition, instant messaging applications such as Silva, Colussi, and Rocha/WHATSAPP ON SPANISH RADIO 79 WhatsApp have gained ground as smartphones became ubiquitous for both interpersonal communication and communication with the media. The Use of Apps for Audience Participation Aware of the fact that 88.2% of users in Spain access the Internet using their mobile phones (Fundación Telefónica, 2016), the mainstream media in the country set out to develop apps and content adapted to use on the fourth screen (CostaSánchez, 2014), revolutionizing the industry of content production. Other authors have discussed the power of smartphones to efficiently establish a connection with the media audience and the importance of smartphones to the work of journalists (Toural & López-García, 2015). WhatsApp was launched in 2009, allowing for the instant exchange of messages among smartphone users. Five years later, Facebook purchased the app for 21.8 million dollars (Aparicio, 2016). WhatsApp can be used on all smartphones and tablets, and on the World Wide Web. In 2016, with the increasing use of smartphones and smartphone-friendly apps, the Center for Sociological Research (Centro de Investigaciones Sociológicas—CIS, 2016), which conducts quantitative social research on Spanish society, incorporated a new series of questions addressing communication technologies into its surveys. Their results indicated that 72.1% of respondents had utilized WhatsApp or other instant messaging applications such as Line or Snapchat in the previous 6 months. In addition, 44.3% said that they used these applications on a continuing basis, while 41.7% used them several times a day. According to the Annual Study of Mobile Marketing (Estudio Anual de Mobile Marketing, IAB Spain 2015), WhatsApp is the fastest growing and most widely used application in Spain. Until recently, platforms such as WhatsApp or Snapchat were a cause of concern for journalists working in cyber-media (Weichert, 2016). Now, however, these applications are widely used by the media as additional channels for the distribution of information, and WhatsApp is a great ally of radio as a medium for audience participation (Holton, Lewis, & Coddington, 2016). Objectives, Research Questions, Hypothesis, and Methods This study presents a preliminary analysis of the use of the instant messaging application, WhatsApp, as a tool for audience participation in radio. This is particularly interesting in Spain, which is the European leader in smartphones penetration (Bravo Cuiñas, 2015). Emphasis in WhatsApp allows an assessment of its role as an online strategy for participation and audience engagement. We studied the morning radio program Las mañanas de RNE, which airs Monday through Friday from 6:00 am to noon on Spanish National Radio (Radio Nacional de España—RNE). 80 Journal of Radio & Audio Media/May 2018 Based on the results of the second wave of the General Study of Media (Estudio General de Medios—EGM, 2016), conducted in April–May 2016, RNE has 1,417,000 daily listeners Monday through Friday. The program Las Mañanas de RNE has one of RNE’s largest audiences, with 927,000 daily listeners. Las Mañanas de RNE was selected for this study not only due to the prominence and large audience of RNE, but also because RNE is actually the only public Spanish radio station that can be tuned in from all over Spain. The program is part of the Spanish Radio and Television Corporation (Corporación de Radio y Televisión Española -RTVE), and started transmitting on January 19, 1937. This early start has allowed the program to witness and diffuse significant events in Spanish modern history like the Civil War, General Franco´s dictatorship and the subsequent transition to democracy. Additionally, Las Mañanas is RNE’s principal program, with a broadcast schedule of 30 morning hours per week (6 hours per day). The program is also broadcasted through Radio Exterior, the international station of RTVE, which allows an audience that transcends the Spanish territory. It is an information/entertainment program (López Vidales & Gómez Rubio, 2014). Fieldwork was conducted by listening to the entire program broadcast on Tuesday, June 28, 2016, and conducting two interviews on the same day at RNE’s office in Madrid. The case study consists of an analysis of the selected program with respect to certain variables of interest, including the nature of segments, their duration, and the topics addressed.2 The complete program was downloaded for free from the official Web site of Radio Nacional de España, specifically from the link RNE a la Carta (RNE à la carte),3 where podcasts are available in mp3 format. The single emphasis on the program Las Mañanas de RNE for this exploratory approach is justified by the fact that it is the only program with a 6 hour duration broadcast, following a standard format in which spaces for audience participation are maintained from Monday to Friday. The minute-by-minute program log carried out for the purpose of analysis included RNE news reports read every hour on the hour as part of the first segment of each hour’s programming. The case study was carried out in an effort to answer the following Research Questions: RQ1: How many times is WhatsApp number announced throughout the program in order to invite audience participation? RQ2: In what segment or segments is the program’s WhatsApp number announced? RQ3: In what segments of the program are the voice messages sent by listeners broadcast? RQ4: How many voice messages are broadcast during the program? RQ5: What is the average length of a voice message? RQ6: How much time is spent broadcasting voice messages compared to other forms of audience participation (social networks, conventional telephone, etc.)? Silva, Colussi, and Rocha/WHATSAPP ON SPANISH RADIO 81 The research was conducted to test the following hypotheses: H1: Despite the increased use of WhatsApp, use of the conventional telephone is a more common form of audience participation. H2: The time dedicated to broadcasting WhatsApp voice messages is similar to the time used to read messages sent to the program through social networks. In addition to the case study, two semi-structured interviews were conducted in order to contextualize the information gathered through the program analysis and to obtain complementary information regarding the implementation of WhatsApp as a means for audience participation, a profile of the listeners who sent voice messages, and the criteria for selecting messages for broadcast. The data obtained through interviews were cross-checked with those obtained in the program analysis. The following individuals were interviewed4: a. Alfredo Menéndez, director and presenter of Las mañanas de RNE. b. Ángela Fernández, manager of social media and audience participation on the program. Results Case Study: Presence and Forms of Listener Participation The contents of different program segments are described in Table 1, a minute-byminute program log. The “segment” column indicates the name of the segment as announced on the broadcast. Where the name of the segment was not announced, the default formula “ordinal number + hour” is used in the table, as can be observed in the fourth, fifth, and sixth hours of programming. The content described was broadcast during the hour indicated, i.e., between 9:00 and 10:00 in the case of the fourth hour, between 10:00 and 11:00 for the fifth hour, and between 11:00 and noon for the sixth hour. As can be observed from Table 1, the program has a 6 hour duration. Contents have been classified following the main argument in each program´s section (news or entertainment). The program provides two spaces for audience participation. In the first, which takes place during the fourth hour, listeners send in their comments and opinions about topics discussed in previous segments. The second such space is available for public contributions on a topic proposed during the last seconds of the fourth hour. Audience participation in the first space is focused on political topics, while the second space is much broader than the first and participation is intended to be enjoyable and entertaining. On June 28, the fifth hour was used to speak with listeners about films that they enjoyed, without entering into the history of film. A call for audience participation was made at three moments in the program other than the audience participation times themselves: at the end of the first hour, together Hour: OnAir time option Segment Segment 1 6:00 a.m. Spain at 6 News 2 7:00 a.m. 3 8:00 a.m. Spain at 7 News Spain at 8 News 4 9:00 a.m. Fourth hour News Economic notes Fourth hour Contents Duration Journalist/presenter News Program preview and invitation to participate News Telephone interview News Talking politics Telephone interview Telephone interview Invitation to participate Talking politics Studio interview Economic analysis Telephone interview Preview of other program Audience participation 57 minutes 43 seconds 2 minutes 17 seconds Alfredo Menéndez Daniel Bermejo 57 minutes 18 seconds 2 minutes 42 seconds 30 minutes 00 seconds 20 minutes 19 seconds 5 minutes 54 seconds 3 minutes 22 seconds 25 seconds 17 minutes 35 seconds 26 minutes 04 seconds 3 minutes 01 second 2 minutes 08 seconds 2 minutes 48 seconds 7 minutes 35 seconds Alfredo Menéndez Program preview and invitation to participate 49 seconds Alfredo Menéndez Ángela Fernández Alfredo Menéndez Alfredo Menéndez Gabriel Herrero, “J” Alfredo Menéndez Mariló Montero Alfredo Menéndez and Ángela Fernández Alfredo Menéndez and Javier Capitán 82 Journal of Radio & Audio Media/May 2018 Table 1 Program Log of Show Broadcast on June 28, 2016 6 11:00 a.m. What else about Parabolas? Classics of the big screen Sixth hour The Torres Brothers Source: Authors Entertainment Audience participation 37 minutes 04 seconds Alfredo Menéndez, Javier Capitán, Raquel Martín, Alonso and Ángela Fernández Santiago García Cremades Eva Sandoval Mathematics 8 minutes 56 seconds Film and music classics 14 minutes 00 seconds Studio interview Telephone and studio interview Recipes 30 minutes 40 seconds 13 minutes 40 seconds Alfredo Menéndez 15 minutes 40 seconds Sergio and Javier Torres Silva, Colussi, and Rocha/WHATSAPP ON SPANISH RADIO 83 5 Fifth hour 10:00 a.m. 84 Journal of Radio & Audio Media/May 2018 with the program preview presented by Daniel Bermejo, at the end of the third hour, by Ángela Fernández, and at the end of the fourth hour, together with a program preview and the introduction of the next topic by Alfredo Menéndez and Javier Capitán. In addition, five other invitations were made during the times set aside for audience participation, informing listeners how they could participate in the program. The public participates in Las mañanas de RNE using different means of communication. On the June 28 broadcast it was announced that listeners could participate by calling a free telephone line (900 137 137), by using the social networks Facebook and Twitter (@lasmananas_rne), or by using WhatsApp (620 57 57 12). Figure 1 illustrates the frequency with which this information is announced during the program. It is clear that the telephone number is announced more frequently, leaving less time available to announce information on social networks and the number at WhatsApp. In the first space for participation, five people participated by telephone and five voice messages sent over social networks or WhatsApp were selected. In the second space, there were many telephone calls, amounting to 12 instances of audience participation that were broadcast, and messages by six other listeners who opted for social networks or instant messaging were selected as well (see Table 2). The total time of participation by telephone was 5 minutes and 30 seconds in the fourth hour and 14 minutes and 24 seconds in the fifth hour, totaling 19 minutes and 54 seconds. The time spent on reading messages sent through Facebook and Twitter was 9 seconds in the fourth hour and 20 seconds in the fifth hour, totaling only 29 seconds. Finally, the time dedicated to voice messages was 1 minute and 14 seconds in the fourth hour and 1 minute and 9 seconds in the fifth hour, totaling 2 minutes and 23 seconds. Figure 1 Frequency with Which Forms of Audience Participation in the Program Were Announced 5 4 3 2 1 0 Hour 1 Hour 2 Telephone Hour 3 Hour 4 Social Networks Hour 5 Hour 6 WhatsApp Table 2 Log of Audience Participation 4 (9:00 a.m.) Listener 1 2 3 4 5 6 7 8 9 10 Duration 1 minute 06 1 minute 05 1 minute 10 1 minute 01 1 minute 08 3 seconds 6 seconds 32 seconds 23 seconds 19 seconds seconds seconds seconds second seconds Topic Political Political Political Political Political Political Political Political Political Political news news news news news news news news news news Journalist/Presenter Tool Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Ángela Fernández Ángela Fernández Ángela Fernández Ángela Fernández Ángela Fernández Telephone Telephone Telephone Telephone Telephone Facebook Twitter WhatsApp WhatsApp WhatsApp (continued ) Silva, Colussi, and Rocha/WHATSAPP ON SPANISH RADIO 85 Hour: On-Air time option Hour: On-Air time option 5 (10:00 a.m.) Source: Authors Listener Duration Topic Journalist/Presenter Tool 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 9 seconds 34 seconds 10 seconds 22 seconds 08 seconds 2 seconds 1 minute 12 seconds 50 seconds 49 seconds 27 seconds 23 seconds 18 seconds 11 seconds 14 seconds 17 seconds 13 seconds 25 seconds 9 seconds Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Entertainment Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Alfredo Menéndez Ángela Fernández Ángela Fernández Ángela Fernández Ángela Fernández Ángela Fernández Ángela Fernández Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Twitter WhatsApp WhatsApp WhatsApp WhatsApp Facebook 86 Journal of Radio & Audio Media/May 2018 Table 2 (Continued) Silva, Colussi, and Rocha/WHATSAPP ON SPANISH RADIO 87 More time was spent on telephone participation than on audience participation through other means of communication, which is justified, above all in the fifth hour, given that the format is a conversation with listeners, asking them questions about the topic being discussed. In the fourth hour, however, less total time was spent on audience participation and direct comments by conventional telephone were usually heard but not commented on by journalists. Messages sent through Facebook and Twitter were read quickly, mostly in the fourth hour, when no follow-up comments were made on them. In the fifth hour, these messages were read more slowly and presenters commented on messages that stood out to them. In comparative terms, the same thing happened with voice messages sent through WhatsApp: In the fourth hour, they were simply broadcast, while in the fifth hour they were broadcast and commented on. The average duration of each voice message broadcast was 20 seconds. Values of WhatsApp According to Alfredo Menéndez, director and presenter of Las mañanas de RNE since 2013, WhatsApp was introduced as a means of audience participation on the program on November 20, 2015. The application was first used on Radio Nacional de España, he said, during the 2015–16 season. Menéndez remembered the introduction of the program’s WhatsApp number, and stated that the adoption of WhatsApp by the public was overwhelming. “The truth is that it’s always been a fantastic success, but so many messages arrived on that first day, and they arrived so suddenly, that the server went down” (Menéndez, personal interview, June 28, 2016). The team adopted WhatsApp because it made it possible to send and receive voice messages in the audience participation spaces of the program. Menéndez considers the sound quality of WhatsApp voice messages to be one of the application’s positive aspects, which is an advantage over traditional answering machines (no longer used on the program). He considers the application the perfect solution, both for its agility and for the limited technical investment required in order to receive, store, and edit voice messages sent by listeners. With respect to the technical aspects of using WhatsApp audios on the programs, Ángela Fernández, who is responsible for managing audience participation, explained that the program includes a folder within Dalet5 called WhatsApp, and we have a system that automatically routes all the messages we receive at our WhatsApp number into that folder, and stores them there. What I do is listen to all the messages and clean them up to improve their sound quality and make sure they don’t include any silences, while adjusting them to the time available for listener participation and preparing everything for broadcast (Fernández, personal interview, June 28, 2016). 88 Journal of Radio & Audio Media/May 2018 Menéndez and Fernández agree that using WhatsApp as a tool for listener participation allows the program to reach a segment of the public that uses the app and provides them an easier and more comfortable way to express their opinions on air. Menéndez also says that the application affords the program an appearance of modernity. Fernández stresses the inclusion of listeners who didn’t previously express themselves for different reasons, above all due to their nervousness about doing so directly on a radio program. With WhatsApp, it’s possible for listeners to resend voice messages if they think that their first messages didn’t come out well. Menéndez is surprised at the wide age range of WhatsApp users who sent voice messages to the program. Compared to the listeners who participate through social networks, she says, “the profile of WhatsApp users is more varied” (Menéndez, personal interview, June 28, 2016). This is due to the extensive use of mobile phones and of WhatsApp. According to Fernández, the kinds of voice messages sent by listeners can be classified into two categories: politics and entertainment. As was observed in the case study, audience opinions on political topics discussed on the program are reflected in the first space for audience participation. In the fifth hour, listener participation centers on a light topic such as the one on the program that we listened to, which was comedy films. Certain criteria are applied when selecting voice messages sent by listeners: they should relate to the proposed topic and they should be respectful. Messages tend to be selected if they are representative of others that were also sent, preferably if they are short. We determined in this study that there was there was no set duration for voice messages, but that short messages were more likely to be aired than longer ones. Fernández said that the number of voice messages received per day through WhatsApp varied significantly and declined to give any specific number. Conclusions Despite the extended use of smartphones and of WhatsApp in Spain, listener participation by conventional telephone continues to be given more air time in the program Las mañanas de RNE, confirming H1. In addition, the telephone number is announced more than the WhatsApp number during the program, which could suggest a preference for the traditional technology for audience participation. The interviews, however, revealed that WhatsApp has come to be seen as the ideal tool for audience participation in radio programming. On the other hand, the direct interaction over conventional telephony justifies the greater amount of time it is given, and the case study indicates that conversations between the listening public and journalists during the time devoted to audience participation take place using the telephone. WhatsApp voice messages are played on the air only after a process of selection, while participation by telephone is broadcast directly, in a conversational format. The voice messages Silva, Colussi, and Rocha/WHATSAPP ON SPANISH RADIO 89 broadcast on the program are short (about 20 seconds) compared to telephone calls, which last an average of 1 minute and 10 seconds. It is clear that one of the great advantages of WhatsApp for radio is the quality of the audios received from listeners, which is higher than that of telephone answering machines. This advantage could lead to the gradual replacement of the latter with audio files recorded and sent through instant messaging applications, which would justify characterizing WhatsApp as a disruptive technology. H2, which foresees a similar time dedication to spaces for audience participation through different media (instant messaging and social networks for this case), is refuted. As the research indicates, the radio program does not reserve the same amount of time for the broadcasting of voice messages sent by means of WhatsApp as it does for the reading of messages sent through social networks. The amount of time dedicated to playing voice messages is almost five times greater than that used for reading messages sent through Facebook and Twitter. While all of these are social media, we observed different priorities set for each of them. According to the interviewees, the use of the application attracts new radio audiences and promotes community building. These point to possible new hypotheses that could be tested in future studies using research methods that take account of listener perception of innovative tools for audience participation in radio broadcasting. The combination of quantitative and qualitative tools was opportune to answer the research questions posed in this study, as well as for the assessment of the stated hypotheses and the presentation of the results obtained. The literature surveyed together with the case study based on specific variables and the perspectives obtained from semi-structured interviews, allow a deeper understanding of the object of study and highlight its importance in the current context of communication. This preliminary analysis confirms the relevance of new online participatory spaces in traditional radio broadcasting. As was mentioned in the theoretical framework, communication technologies have revolutionized traditional radio, allowing for a variety of interactive tools that support audience participation and that diffusion of content not only through radio waves, but also digitally through computers, tablets and smartphone screens. Notes 1. 2. 3. 4. Although letters are slower means of communication than phone or online applications, the value and importance of these in the context of radio should not be ignored or undervalued. The efficiency and relevance of letters for the communications of both broadcasters and the public must be signaled out. The variables used in the study were identified in a preliminary test based on an analysis of the June 1, 2016 program. <http://www.rtve.es/alacarta/rne/>. Our sincere thanks to Alfredo Menéndez and Ángela Fernández for their collaboration. 90 Journal of Radio & Audio Media/May 2018 5. Dalet is software used in the production and transmission of radio programs and for the management and editing of sound files, among other things. References Aparicio, D. G. (2016, March 16). Todo el mundo usa Whatsapp: El 98,1% de los usuarios de apps de mensajería lo tiene. 20 minutos. Retrieved from http://www.20minutos.es/noticia/ 2699283/0/todo-el-mundo-usa/whatsapp-numero-usuarios/line-hangouts-skype-messengertelegram-viber/ Bravo Cuiñas, A. (2015, February 25). 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