Microsoft Office Communicator 2007

Instant Messaging Tips

Instant Messaging (IM) is a form of a communication that, as with every other form, has certain "unwritten" rules. Look at them as "tips" for effectiveness and efficiency. For example, it would be a good idea not to send an instant message that is three paragraphs long. Other forms of communication would probably be more effective if that much information is being discussed (e.g., email). This document will share some tips in utilizing IM so that it can become a powerful and useful communication tool.

Using IM

Instant messaging is simply one of the many forms of telecommunication available (e.g., telephone). IM can be used to ask quick questions and to get quick answers, but it is not uncommon to have entire conversations as well. IM can be used in many different contexts but some things should be kept in mind before you begin using it.

If the matter that needs to be discussed is extremely important, it may be best to have a face-to-face conversation. This will ensure understanding.
If you need to explain something at length, another form of communication may be more appropriate (e.g., email).
If the recipient is not immediately available or is offline, use a different form of communication (e.g., telephone) so that you can leave him/her a message.

Use Your Status Indicator

When you decide to start using IM, a useful tool is the Status Indicator, which is used to inform your contacts of your availability. This feature can be manually set. At times, Communicator 2007 will automatically set your status for you but it may be wrong (e.g., If you don't use your computer for 15 minutes, it automatically assumes that you are away from your computer and changes your Status Indicator to Away). Make sure that you utilize this tool so that others will know when you will be free or when not to disturb you. For more information, refer to Using the Status Indicator.

Respect a contact's Status Indicator

There are a number of Status Indicators that show a person's availability. One of them is the Do Not Disturb option. If one of your contacts has this as their Status Indicator, respect their time and try not to disturb them. For more information, refer to The Office Communicator 2007 Environment.

NOTE: If there is an emergency or something of great importance to share with a contact, then it is appropriate to contact them in any way possible.

Ask if the contact is available

If you have something to ask or share with a contact that may take some time (e.g., 5 minutes), ask them first if they are available, even if their Status Indicator shows that they are. Asking before starting a conversation or question is more courteous and prepares the recipient to communicate. Look at this tip as knocking on a door before entering into a house. Even though the doormat says, "Welcome", you should still knock.

Use proper grammar

Although for many people the benefit of IM is simplicity, you should still try your best to use proper grammar (e.g., use complete sentences). The reason for this is that the information that you are trying to share can become confusing or totally misrepresented if it is poorly written. Make at least some effort to use correct grammar so that your ideas sound as good as they truly are.

Talk about only one or two things at a time

Try to limit your messages to one or two topics so that your recipient isn't overwhelmed. If there are many things to be discussed, either share them sequentially (i.e., one after another) or use a different form of communication (e.g., email).

Message content is not anonymous or confidential

IM conversations can be saved. Once saved to a file, they can be shared. Maintain a tone in your messages that is appropriate for the workplace. For more information on saving/viewing messages, refer to Saving IM Conversations.

Give your contact time to respond

With IM, it is very easy for one person to dominate a conversation. Make sure that after you send a message, you give an adequate amount of time for your recipient to thoughtfully respond. This is a simple act of courtesy that will show your recipient that you care about the thoughts that he/she has.

Let your contact know that you are going to end the conversation

With IM, there may be times when you are not sure if a conversation has ended. It is always a good idea to let your recipient know if you are going to end the conversation. This will allow both the recipient and yourself to move on to do other work.
EXAMPLE: If you contact a co-worker with a series of questions and they answer them all, you can end the conversation with "Thanks for helping me out. I'll talk to you later."