Surf the Web Smarter: Five Tips for Using Instant Messenger Effectively 

Surf the Web Smarter is a monthly eNewsletter created by NASA Glenn Technical Library.

2008, vol. 1, issue 4

Index of eNewsletters 

Instant Messaging (IM) is a great tool for quick communication.  If you aren't familiar with IM it might be daunting to get started or, if you don't manage your IM communications well, they can take up all of your time.  Use the following guidelines to help you utilize IM to increase productivity in the workplace:

1. IM is informal and conversational.  Communicating through IM is like talking with a co-worker in the hallway about a project.  It does not need to be as formal as an email.  Proper capitalization and punctuation is not necessary and slows down what is meant to be a quick communication method.  Use of "emoticons," icons that display emotions, help relate the tone of a message.  A popular emoticon is the smile :) .  Since IM is informal it should also not be used for important communications involving work instructions or deadlines - use email.

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2. IM is for quick communication only.  In general, the more complex an issue the lower-tech the communication medium should be.  IM is meant for the simplest questions and answers.  If a topic is more complex it is better served on email or the phone.  The most complex issues are better handled in person.

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3. Use your status well.  IM programs allow you to set your availability or "status."  If you need to focus and not be disturbed, set your status to "Away" or "Busy" so you won't be interrupted.  Conversely, respect other peoples' status.  If it says they are busy do not disturb them.

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4. Use abbreviations and acronyms but with caution.  Since IM is meant to be a quick form of communication short-cuts can really help.  However, not everyone understands the same set of "web-speak" short-cuts.  When in doubt explain what you mean.  Some common IM short-cuts:
   • brb = be right back
   • bbl = be back later
   • lol = laugh out loud (also good for communicating tone)
   • ttyl = talk to you later
   • imo = in my opinion
   • gtg = got to go
   • hth = hope that helps
   • omw = on my way (to a meeting, for example)
   • kwim = know what I mean?

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   Learn how to be polite on IM.  Everyone know how to be polite in person and on the phone but IM can be a little different.  Here are some things to remember about IM:
   • Always start a conversation asking if the person has time to talk.  A simple, "got a sec?" is sufficient and it shows respect for the person's time even when they have their status set to Online.
   • Don't be offended at terse answers.  It is acceptable in IM to say "meeting, bbl" if they are running out the door.  A quick "gtg" can indicate that someone came in to speak in person to the sender.  
   • Don't be offended at no answer.  Even if someone has set their status to Online, they may get pulled away, be on the phone, have someone in their office, or any number of interruptions.  During conversations there may be long pauses - take the time to multitask.  IM is synchronous, unlike email, but since it is also done while doing other activities expect long pauses and/or interrupted conversations. Also, IM conversations sometimes have no end as in a goodbye or see you later.  Sometimes they just trail off.
   • Never invite another party to a group chat without notifying the group.
   • ALL CAPS is considered "screaming" and should be used sparingly.
   • Never send a file over IM without asking first.
   • When someone who is on your buddy list logs on in the morning you may get a notification.  This is not the time to bombard them with "hello!"'s.  

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