Instant messaging (IM) is the latest and fastest-growing form of business communication sweeping the globe.
To clarify, texting is an electronic message sent from one cell phone to another, allowing for disjunctive sentences and many abbreviations, including LOL, which I first thought meant Lots of Love versus Laughing Out Loud.
Instant messaging, on the other hand, is an electronic message sent through the Internet in real-time onto a computer screen which allows you to type messages with as much accuracy and ease as when composing any computer-generated document or message.
Although IM can be used on electronic devices, this article focuses on how to use it within companies for business communications. IM is truly a great tool to help communicate more efficiently and faster, and it nurtures closer team relationships with everyone working anywhere in the world.
1. Be brief, be quick, and be gone! This adage is used by public speakers, yet it also fits with IM. IM is, as the name implies, an instant (immediate, fast, prompt, split-second, straightaway, hit-and-run, quick, rapid, speedy, swift) message. It is not intended nor should be used to replace email, nor is IM intended to be kept over time.
2. Introduce yourself. This is no different from meeting in person, by telephone, or by email. When writing an IM for the first time, let the recipient know who you are, such as, “Hello. This is Syndi Seid from the Sales Department…”
3. Respect a person’s time, even when the system shows IM is available. Who knows? The recipient may not even be at his or her desk. Ask: “Got a minute? I have a quick question.” Whatever the reply, respect it accordingly. You’ll know the person is away when you don’t get an immediate response.
4. Be on the same page with all office mates. Master the use of all features your IM system provides. Conduct mini-training sessions in your office and distribute a brief guideline sheet on using IM. This way, everyone will understand what’s expected and how to use the system to its best advantage.
5. Don’t barge in. Whenever you see a “do not disturb” alert, do not send an IM. It’s like barging into someone’s office when you see the door closed. Wait until later. If you are afraid you’ll forget what you want to say, keep a notepad beside your computer at all times to jot down reminders for future messages. Also, do not constantly leave your “do not disturb” alert. It defeats the purpose of the system, isolating you from fostering greater productivity and teamwork. Instead, learn to manage when IM will and will not be available.
6. Stick to one short subject. IM is intended for quick and cordial correspondence among congenial participants. It is not intended for idle chitchat or long and drawn-out conversations. Make messages purposeful and cover one subject at a time. If you have several subjects and questions, use email instead.
7. Write in complete, grammatically correct sentences. This isn’t texting. Use proper capital and lowercase letters. Never use only all upper or lower case letters. It reads like you are lazy, shouting, or being too informal.
Check for misspelled words, poor grammar, and abbreviations or acronyms. Lose emoticons. In business, it bothers me to see even one emoticon in a message, much less a ton of them. And don’t get me started about the audio kind. They are often surprised, loud, and disturbed when others nearby hear them.
8. Use line breaks. Do not send one long run-on paragraph. Separate the text with blank line breaks. On my system, it is CTRL-ENTER. I hate having to insert my own line breaks to understand someone’s message.
9. Be careful about distribution. Take time to review the distribution list before sending it to ensure everyone is or is not intended to see the IM. Remember, all content on company systems belongs to the company and can be monitored at any time without your direct permission. Never send something you won’t be proud to share with the world.
10. State how fast you need a reply. Waiting one or even two days for a reply to an email is reasonable. For IM, the key is to be as responsive as possible. Unless your intended recipient has a “busy” alert, assume you can hear back within a few minutes and certainly within 15-20 minutes. Waiting 30 minutes in IM time is considered long. Always state how fast you need a reply. If you receive a message and are too busy to reply soon, let the sender know.
11. Cover your bases. IM is not for important information the recipient might want to keep. Use email instead. When sharing important last-minute information, such as a change of time or location of a meeting, use both IM and email to send the notice. Some systems only work on dedicated computers, whereas emails are more easily accessible from any device at any time.
12. When and how to end: It is not always clear when an IM conversation ends unless one person ends with a thank-you or goodbye. Once you receive a reply, it may not be necessary to continue past a simple “Thank you.”
Happy Practicing!
QUESTION: Do you have other tips to share or questions you want to be answered about IM? Post them here. I’d love to hear from you.
My pet peeve is people who send an IM that only says ‘Hi’. Doing that draws my attention away from what I am doing, and now I am left wondering whether the other person actually has a question or just wants to say ‘Hi’.
At this point I now have to answer the IM’er to see what they want. My concentration on whatever I have been working on is broken, so I might as well see what they need.
My preference is to put together what you want to ask into a brief message, and send that as the initial message. Doing this allows the recipient the option to review the issue and determine if the message is urgent enough to interrupt whatever they are doing and respond or not, based on the urgency.
If it is urgent enough to IM, then it is urgent enough to describe the issue in that first IM. If it is not that urgent, send an e-mail.
Will, you are exactly right. I was just about to compose a rant on that before I saw you had it covered. Don't send just a greeting and expect me to waste time drawing what you want out of you. Say Hi, followed by what you want. If I'm busy, the IM with meaningful info will be there when I'm free to read it.
Hello Manners: Thanks. Yes, when it comes to IM and texting, is important to be brief, yes; But, be clear, as well in sharing what you want.
I could not agree more. Too often I will get a "Hi" and after I respond back I'm left hanging as to what they want. Just tell me in the first sentence. This is a real pet peeve of mine.
Will hit rule #1 on the head: “If it is not that urgent, send an e-mail.”
My boss said I shouldn’t use … after a sentence or message because it implies that you’re being negative or condescending, and suggesting you’re not saying what you really what to tell them. She did not refer to the context of the information being sent, only that the interpretation of … meant X $!#*/ (fill in the blank with dirty words).
Example: I have a question…can you reference this information (provided)…because the person is asking…
Marge: Instant messaging does have its own allowances. I know I’ve used … myself to indicate I could say more, yet am being brief. That said, it isn’t a good habit to use “…” at the end of a sentence. It does leave the reader wondering, which means it is left to the readers own interpretation, no matter what it is. To use it in the middle as in your example is fine. In your example, best to end with a single period.
I could not agree more with Will! I wish more people would realize what he is saying!
I fully agree with you Will! Nicely said.
Thankfulness to my father who informed me regarding this weblog, this webpage is truly awesome.
I read your blog. Having very use complete information helped me a lot. I will read more articles on your blog.
I’m thankful to read this article. Instant messaging has been a lifesaver during and after the pandemic! It’s allowed us to stay connected with loved ones, collaborate with colleagues, and maintain a sense of community even while physically apart. Plus, the convenience of being able to communicate instantly has made navigating this new normal just a little bit
Gene: Thanks for the positive post on this article. Remember, Instant Messaging is a form of communication typically used in professional businesses and organizations. Texting is what we do via our smartphones to stay in touch with loved ones. Both, as you say, are excellent tools for staying in touch instantly.
I appreciate your explanation that texting is an electronic message delivered between cell phones that permits several abbreviations and disjunctive phrases. My mom wants to text for business purposes. I'll advise her to seek assistance from a Texting Service for Businesses experts.
Iris: Texting for business purposes unto itself is fine. I do it all the time. It’s great for confirming appointments and alerting someone you are going to be late for an appointment. What to be mindful of is never send important information via text because it cannot be properly stored for future reference and verification. Instead, you could text a person to alert them there is an important message for them to view via email. I don’t quite understand the comment about seeking assistance from a texting service for business experts. For what purpose does this serve? Thank you for writing… Happy Practicing!