Where does Instant Messaging and Chatting fit in the professional arena?

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I agree that instant messaging is another good tool for communication. Chat and IM usage is also growing in the web-conference area. It’s a terrific tool to collect and answer questions during a presentation. I have been using the group chat functions in my many webinars and web conferences. I think it’s great for that.

 Once again, I agree with you that it’s a great tool in it’s separate uses. But I’m not 100% convinced that it’s a good alternative to email. Like any tool, IM can be misused.
In the regular office environment, Instant Messaging should be consider as “interrupting” someone for a moment for a quick FYI or interaction. It isn’t as effective for longer informative exchanges (not as effective as email, phone call or a face-to-face meeting).
Things to keep in mind when using IM:
  1. Since you can not see the person your are ‘pinging’, acknowledge that they may be in the middle of an important project, meeting, or interview. Ask them if they have time for a quick chat. Just because they are on their computer, don’t just assume they have the time to be interrupted like this. Their machine could just automatically bring up their chat window, even though they are not really available. Therefore, keep your IM short.
  2. Use a quick same-time chat to setup an official phone-call or meeting (or even to tell them that you have sent them a more detail email on the topic). Don’t try to actually conduct an impromptu one-on-one meeting using chat. Agree upon a time/date for the longer meeting, and allow them to return to what they were previously doing.
  3. Use a quick same-time IM to quickly verify information or status; but not a long explanation of said status. If your brief status update generates questions, pick up the phone (or schedule a proper meeting).
  4. 4) Instant Messaging isn’t as professional or effective a communication tool as a real phone call or face-to-face meeting — because people can not hear the refection of your voice, see your facial expression or your body language (similar to the limitations of email). Written text only covers 36% of the communicative message. The other 64% is conveyed through tone, expression and body language.
  5. IM has another drawback for medium or long-conversation uses. It is difficult to convey your entire thought without being interrupted by your co-chat-partner. People don’t realize when you are merely pausing. Therefore, they often jump-the-gun to respond to what they think you are saying (while you are pausing or gathering your thoughts). Since you were actually in mid-thought, IM introduces the opportunity for mis-direction and miscommunication.
  6. You also don’t know if the person has finished their thought or just has been momentarily distracted by something else that is currently happening in their location. This leads to disconnected and un-chronological ordered threads. Therefore, you are often responding and/or following different topics.
  7. Meetings are less effective if/when people are IM-ing others during the meeting. Your attention is no longer on purpose. (The exception is that if you actually pause the meeting to IM someone for a quick status or update that is aligned with the meeting purpose. Any off-purpose chatting is disrespectful.)
IM is a convenient professional tool to momentarily capture someone’s attention. But I’m not convinced it’s a good substitute for a phone call or person-to-person conversation. It’s also not as effective as email for longer-informational discussions. Just because it seems convenient, doesn’t mean it’s as effective as a real-person-to-person chat.
Video chats can certainly overcome many of the limitations of the IM texting. That tool is also becoming popular. Google, SKYPE, and ipads provide this capability and more computers (these days) have built-in webcams. The drawback is that you can not easily carry on the video chats in shared-office space.
I think they are all great tools. But great tools for different reasons and uses. They are great tools in their own right.  To learn more about the different tools and their most effective uses, please subscribe to the GoTo Academy: Tools for the GoTo Guy and Gal.

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