Remote Communication - 8 Etiquette Tips for Instant Messaging

Slack and G-Chat and Microsoft Teams Chat are all necessary channels of communication in the workplace and it is important to set standard guidelines of success using Instant Messaging (IM).

I asked you, the Career Civility community of communicators, what your biggest pet peeves are when it comes to IM in the workplace. The most common answers:

1. Saying “hey”, “hi”, “hello” with nothing else included (get to the point)

2. Expecting an immediate response (we are busy)

3. Rapid fire messages that could have been a paragraph (the constant ping and constraint distraction from the task at hand)

Like it or not, Instant Messaging is rivaling email communication as a primary means of communicating at work and no one has EVER been taught how to effectively instant message (and no, your AOL days as a preteen do not count). 

When it comes to IM in the workplace, some people like pleasantries and small talk. Some people are best friends with the enter button and send rapid fire messages. Some people treat IM like their professional Facebook status updates. Some people love GIFs. Some people are addicted to emojis. 

I hear you and I am here to provide some guidelines as well as some do’s and don’ts for instant messaging in the workplace. 

Instant Messaging Guidelines To Follow In The Workplace - 

1. Message others how you would like to be messaged 

2. Recognize that everyone has their own IM communication style 

3. Discern what type of messaging is appropriate for IM

These guidelines may seem trivial but when we are pressed for deadlines and feel buried under the never ending tasks of our to do lists, we forgot that there is a human being on the other side of the computer screen. Message them how you would want to receive an IM. Realize that just because they may be short or “cold” via IM, doesn’t mean they won’t be helpful if you pick up the phone and call them. And, understand that some things are better left for email or in person conversations rather than over IM.

8 Instant Messaging Etiquette tips to keep in mind - 

1. DO get right to the ask to alleviate any unnecessary back or forth or anxiety awaiting for the inevitable request/question

2. DO respect the ‘Do Not Disturb’/ Away function to adhere to boundaries 

3. DO use threads to keep conversations organized and concise

4. DO organize your IMs in a readable, actionable format similar to emails when needed

5. DO use bullet points and hyperlinks when necessary

6. DON’T just chat someone “Hey” without a follow up 

7. DON’T expect an immediate response - we are all busy 

8. DON’T send multiple rapid messages as it is distracting and difficult to keep track of

Here are examples of what effective IM messages can look like, 

Instant Messaging communication best practices, etiquette, and expectations will continue to evolve as different communication styles work together, new generations enter the workforce, and new technologies emerge. Don’t underestimate the power of building rapport and credibility via Instant Message at work. It matters!