Using Instant Messaging at Work

by Laura Brown 

Originally Published Dec 17, 2012 
 
Sending instant messages at the office seems as quick and simple as having a conversation, but that very simplicity carries some risks. A little attention to etiquette and common sense will make your instant messaging with colleagues even faster and more effective.
 
Here are some dos and don’ts to guide you:

Do

• Respect your colleagues’ availability status. If they’re busy or unavailable, you may ask an urgent question if you let them know it’s urgent. But don’t expect a reply.

• Ask if the person is busy before you launch into a long message on IM.

• Make your “are you there” message more specific by letting the person know what you want to ping about.

• Wait for the other person to finish typing before you pile on more comments. If you see the other person is typing, wait til you see what they have to say. They may be in the process of answering the question you’re still typing out.

• Be sensitive to organizational culture in your use of emoticons. Emoticons (or smileys) can be useful in conveying tone when you’re writing fast. However, not all organizations view them as acceptable. Follow the lead of others in that regard.

• Close the thread with a “thank you” or some other courteous closing.

• Be very careful if you have more than one IM conversation going at a time. Be especially careful if you have both personal and business chats open (not that you would ever do that at work). It’s very easy to type in the wrong space when you have a lot of these windows open; be sure you aren’t sending a message to your boss that you intended for your boyfriend.

 
Don’t 

• Don’t overuse instant messaging. Keep in mind that when you send someone an IM, you’re interrupting them, even if they choose not to answer you at that moment. Think before you ping. Do you need this answer right now? Is it worth interrupting your colleague? Would it be better to save up a few questions and ask them all at once?

• Don’t use a very informal tone in work-related IMs. It’s very easy to get very casual when you’re IM-ing, especially if you’re in the habit of using it with friends. Remember you’re at work, and keep your vocabulary and tone appropriate for your setting.

• Don’t use humor, unless you’re sure your conversation partner will understand and appreciate it. Tone can be difficult to convey, and you’re better off erring on the side of caution.

• Don’t use emoticons with your boss. Let your boss dictate the level of formality in your communication. If she sends you emoticons, then you can reciprocate.

• Don’t say anything in an IM that would embarrass you if it became broadly known. Instant messaging is not private! Although the IM window disappears when you close it or shut down your computer, many IM platforms have logging systems, and what you write may be recoverable. IM conversations are discoverable in legal proceedings, so proceed with caution.