IM Advice

Usually, we associate instant messaging (IM) with informal, personal communication. However, IM at work is on the rise.

Writing principles we discuss in class apply as much to instant messaging as any form of written communication: audience-analysis, content, organization, writing style, tone—and grammar and punctuation—are as important in IM as in emails, memos, and letters.  Your credibility as a business professional is judged by all of your communication, even short messages.  

Here are a few tips to preserve your professional IMage, as you transition from IM-ing with your friends to using IM in your professional life.

When to IM at Work

  • Follow the culture within your organization: How do your peers use IM versus email? Do they IM only with close co-workers or only to address critical, time-sensitive issues? Observe others to see how, when, and why they IM.

  • Send an instant message when you have a simple question, need to convey information quickly, or need a fast response from someone. 

  • Instant messages should be very short messages that fit in the IM box. For longer messages, email may be a preferred medium.

  • Avoid using IM for personal or confidential business information. Instant messages, like emails, are automatically saved on a computer or server. 

  • Avoid excessive personal messaging at work. This overuse is similar to making too many personal calls and may affect your productivity and damage your credibility.

How to IM at Work

  • Create a professional screen name. The one that you have from middle school when IM became popular is probably not acceptable in the business world. Try to make your screen name similar to your name, so people can recognize it easily. 

  • Instant messages are real-time communication and may inconvenience people at work. For this reason, when IM-ing at work, you should always start by asking. “Is this a good time?” or "Got a sec?" Again, follow the communication custom within your organization.

  • Keep IM short and focused. You can say, “How’s it going?” or “How are you?” but get to the point quickly. When you finish asking your question or making your point, say goodbye so the recipient can get back to other work.

  • Avoid using abbreviations, such as “u” and “r” unless the recipient has used them first. Also, use smileys sparingly, and avoid fancy fonts and colors.  Instant messaging at work may provide the same medium you use with your friends at home, but the content and design must still be professional.

  • Be sure to user proper grammar, punctuation, and capitalization: your credibility may be on the line. Even though IM is fast, your messages should still be error-free. 

  • Take advantage of buddy lists to organize your contacts. On advanced versions of IM, you can replace screen names with full names or nicknames so you know with whom you are communicating. This avoids much of the guesswork.

  • Follow your company's IM policy and be aware of viruses and security risks. Avoid accepting IMs from people you don't know, and—as with email—don't open attachments unless you're sure they are virus-free.