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IM is IN. The use of instant messaging (IM) has mushroomed in the workplace, and 77% of at-work IM users report that this tool has had a positive impact on their work lives, according to a recent survey by America Online. Just how has it helped? Fifty-eight percent use IM to communicate quickly with colleagues, 49% to get answers and make business decisions, 28% to interact with customers and 25% to exchange files.
Furthermore, IM is quick, real-time, and highly effective as a communication tool. And, like other forms of communication, there are some basic rules of etiquette you can follow to ensure an even better IM experience. For example, launching into a full-blown IM chat without checking if your coworker is busy is just as bothersome as interrupting them in a meeting or on a phone call. You can be a more courteous and effective IM user by following these five golden rules.
A growing number of employers are vigorously embracing instant messaging due to its unique ability to deliver real-time responses, compared to e-mail and phone contacts that often require wait-time. However, as what used to be primarily a personal communication tool continues to morph into an accepted business practice, users should be aware that different rules apply to IMing in your cubicle vs. on your couch at home.
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Check before you chat.
Just because your friend down the hall is conducting personal chats at work doesn’t mean her software is approved for use on company hardware. Make sure to check your employer’s policy on downloading personal IM software and using IM on company time. Your employer may not yet provide or support the use of IM at work.
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Your secret’s not safe.
What you write during an IM chat doesn’t just dissolve into cyberspace when you’re finished. IM chats can be retrieved and monitored by employers, and copied and pasted into e-mails. Don’t let the casual nature of this tool affect the tone of your remarks. If you wouldn’t say it in an e-mail or in a document, you shouldn’t say it in an IM.
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What’s your status?
Similar to an “out-of-office” alert on your e-mail system, IM offers different status options to flag yourself as ‘Available’ to chat, ‘Busy,’ ‘On the Phone’ or ‘Away’ from your computer. Be courteous to coworkers by designating yourself as Busy if you are knee-deep in work and don’t have the time to chat—and be sure to respect your coworkers' use of their status flags as well. Not everyone remembers to change their status when they get busy, so double-check their availability first by asking “Have time to chat?”
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Be brief.
The value of instant messaging is the ability to get answers and get them fast. If the topic of your IM requires a lengthy discussion, you’re better off having it in person or on the phone. IM chats should be quick and to the point. You can even use short-hand and acronyms to speed your chat—just don’t over-use them, and be sure to apply them appropriately.
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Know the taboo topics.
IM should be used for casual conversations, not topics that may result in confrontation. For example, don’t use IM to provide constructive criticism to a subordinate, or to facilitate a heated debate with a colleague. Also, don’t abuse IM at work by chatting with friends or family about weekend plans or personal gossip.
Follow these five golden rules and you’ll find the use of instant messaging much more effective, productive and enjoyable!
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