Email Etiquette

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Use Instant Messaging (IM) or Text Messaging properly with consideration for the person on the other side.

Many of the concepts that apply to email apply to Instant Messaging (Desktop, Laptop, PDA, Blackberry, Pocket PC) and visa-versa. The key is courtesy and clarity in your communications.

• First and foremost, always be cognizant about when and where is the most appropriate time to IM. Doing so during meetings, while on the phone with another person or at activities where your attention is expected is inconsiderate. There is a time and place for everything -- and this applies to IM (and checking email on portable devices) as well!
• Start by always asking if the person you are IMing is available and if it is a good time to chat. I get email all the time from folks who get frustrated by others who think they should be available 24/7 or whenever they are online. If the person you want to IM is busy, ask them when they will be free. You do the same - if you are busy and cannot chat, let the other person know and advise them when you can connect at a later time so that they can have your full attention.
• Practice communicating briefly and succinctly. Clarity is a skill that needs to be worked on in email in general let alone when it comes to the short messages generally used with IM. IM is meant for brief communications - not your manifesto on the day's events. If the topic is that long winded or complicated ask when would be a good time to give them a call on the old fashioned telephone to discuss the topic further. With IM there are limitations you need to be aware of for long winded discussions. IM generally only allows 512 characters (79 words) per message. Anything that cannot be communicated effectively in short blurbs should be discussed via regular email or telephone.
• Use IM for casual topics or informational briefs. Serious topics are not for IM. Can you believe I received a condolence IM when my father passed away? Not appropriate! Certain topics and situations require face-to-face meetings or at the very least a good old fashioned telephone call or card stating your feelings. IM is not the place for serious topics, emotional or confrontational issues.
• Just as in the previous courtesies, IMing is not an excuse to forget your grade school education. Check your spelling and grammar where possible. This is a communication tool after all. How can you communicate with clarity if you don't come off as one with a basic education?
• If you are not a smooth multi-tasker, do not continue multiple IM sessions and leave folks hanging while you communicate with others. If you cannot give someone your full attention, schedule another time to hook up and IM. Leaving others hanging while you chat with others is wasting the other person's time and gives them the impression you do not feel their time is valuable.
• Learn how to use the features of your IM program. Specifically your "busy" and "away" message features. This will allow those trying to communicate with you to know your status and avoid misunderstandings about your availability. For those that don't take your "busy" and "away" messages seriously, use the "ignore" feature. The ignore button is a built-in feature that allows users to block communications from anyone you choose. You can allow only certain people to contact you, or block certain users from contacting you at all. Use this feature sparingly for those who do not respect your time or your requests for contact at a later date.
• Never IM under an alias to take a peek at friends' or associates' activities. Now that is rude!
• Take into consideration who you are communicating with to determine the acronyms and emoticons that should be used - if at all. Certainly you wouldn't use the same with a business associate vs. a friend. You also wouldn't use certain acronyms with your Mom who may not even know what the acronyms mean. Use your better judgment here!
• Word of Caution: As with email, IMs can be saved and sent to others. Once you send it - it is gone. If you are upset, sign off until you cool off! Don't type what you would not want to be passed around. I get emails from IMers all the time who are upset because they sent a private note to a friend they thought they could trust who then broadcasted their IM across the net. Know who you can trust and trust only those you know!
• A Word to Business Folks: Be professional even though IM is by nature a more casual environment, keep in mind the quality of your messages will reflect on your perceived credibility and tech savvy. A spelling and grammar check is imperative in any form of business communications regardless of mode used. In my experience I've found that most people are unable to multi-task effectively. Keep this in mind if you are having multiple IM exchanges at a single time. It is better to limit yourself and communicate the right message than to confuse messages or tone between IMers. As a courtesy, more so for business communications, if you are unable to respond because of a deadline or a meeting, set yourself to "busy", so your colleagues will know that you are unable to respond and are not just ignoring them.