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May 2004
By Brian O'Grady To IM or not to IM, that is the question. Q: Last month I benefited from the email etiquette column but today I use instant messaging at work as often as email. Are the rules the same here? A: IM is still new enough that etiquette rules aren't yet formal. However, most of the same rules apply with a few new twists. Instant Messaging (IM) applications typically display a user's status such as "busy", "away" or "on the phone". However, these features aren't universally employed. Even when you're messaging someone that appears "available", she may not be free to respond. Thus, it's good practice to open an IM session with a polite question, "Do you have a moment?" or "Can you chat?". To help others reach you, ensure your own status is accurate so they know if it is an appropriate time to reach you. If you're too busy to adjust your status, you're probably too busy to have an open IM session. If your IM pal doesn't respond immediately, remember she's likely multi-tasking, not at her desk, or just plain swamped. Don't construe her silence as being ignored. Furthermore, don't assume someone has read any or all of your instant message. Though IM continues to evolve, it's still too informal for important information. If the topic is important and you want to leave a written record, fall back on email. As with email, using capitals in IM is still the cyber-equivalent of yelling. Smileys or emoticons may add warmth to your messaging but they're not universally appreciated by serious minded colleagues. Thus, avoid them unless you really know your interlocutors. Eschew internet slang (i.e. TTYL = talk to you later, GTG = got to go) in business situations where not everyone has the same level of familiarity with Instant Messaging. Slang makes novices feel ignorant and could bias them against the medium altogether. Another important attribute IM shares with email is the loss of tone. Friendly irony and sarcasm are likely to be "lost in translation" and lead to communication breakdowns. To mitigate this, recognize the different possible interpretations of your words. If you feel you might have miscommunicated or misinterpreted, don't hesitate to clear the air over the phone. Instant Messaging works best for quick questions, scheduling and updates. Critical or time sensitive information should still be shared through other mediums. However, it's a great way to sound busy when you're really just shooting the virtual breeze. TTYL, GTG ;) Brian O'Grady is a senior writer with Pens 4 Hire, a professional writing firm with a unique appreciation for audience. Between writing tasks for high-tech, government and non-profits, Brian tries to learn proper grouting technique for his bathroom tile. |