Instant Messaging is Here to Stay

I happened to send a funny comment to the young woman who manages my website. She replied with "LOL." I responded, "Lots of love to you, too." She e-mailed me back with a bunch of smiley emoticons and the message "It means laugh out loud."

Another colleague sent me a message that ended with "C U @ the mtg w/ doc. L8R." I thought he was bringing document number L8R with him. I had no idea that L8R meant later.

If you are like me, you may have to learn a whole new language. One big reason for this is instant messaging. More and more companies are using instant messaging as a way for employees to communicate with co-workers and colleagues. As this trend continues, some of the common abbreviations that are used for instant messaging will filter into e-mail correspondence with clients and co-workers.

Because instant messaging is still quite new, it is not always clear what qualifies as appropriate communication in this new medium. Companies have been slow to set guidelines or policies regarding the use of instant messaging at work. Just as with e-mail, however, there are certain guidelines to follow when using instant messaging as a corporate communication tool. Here is a list of rules and standard practices that should be encouraged in the corporate setting.

Use your "status" description: Let others know if you are available, offline, busy, away from your desk, out to lunch, on the phone or working on a project. That way, people will not expect you to respond to every instant message the moment it is received.

Ask if the individual is available: It's a good idea to start out your message with "Do you have time to chat?" or "Are you available?" If the colleague says he or she is busy, respect that person's time. Do not continue to send messages expecting a quick reply.

Be careful what you communicate: As with e-mail, instant messages can be saved and retrieved. Don't assume that once it leaves your computer it is gone forever. Avoid sharing confidential information. Watch what you say; you don't want your message to come back to haunt you in the future.

Don't use IM as your only form of communication: There are certain subjects that should not be addressed in an instant message. If the correspondence needs an explanation, switch to e-mail. Don't use instant messaging to send a confrontational message, to reprimand an employee, to clarify a misunderstanding or to criticize a colleague. Pick up the phone or schedule a face-to-face meeting instead.

Don't overuse IM jargon: Not everyone understands the abbreviations. There could be misunderstandings when everyone is not on the same wavelength.

Feel free to use emoticons: Since instant messaging is meant to be brief, using emoticons will help you convey the message you intend. Emoticons are frowned upon as unacceptable in business e-mails, yet they are standard practice in most IM situations.

Don't be too personal: Because of the nature of instant messaging, people can get too intimate very quickly. Be careful about sharing personal issues; stick to pertinent information regarding the work project.

Refrain from multitasking: It's easy to think that you can talk on the phone or carry on a conversation with a co-worker while in an IM session. Instead, give colleagues your undivided attention and stay focused on the immediate task.

FWIW (for what it's worth), instant messaging is here to stay. Follow these etiquette guidelines for using it at work. WAEF (when all else fails), however, I think I'll stick to the Queen's English.