The Use of Instant Messaging in Working Relationship Development
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Instant messaging allows employees to quickly exchange information without waiting for a response from email. Messages can also be archived and searched, resulting in less clutter in the inbox.
Workers may communicate with colleagues within one department, across departments or even externally with customers and collaborators. These communication partners differ in social distance and their level of formality.
Using IM to Ask Questions
Instant messaging is a type of real-time communication that can be used to ask questions and quickly exchange ideas. It can also be used to collaborate on projects and documents, regardless of where team members are located. This flexibility makes it a useful tool for working relationships, especially when employees are remote or travelling for work.
Unlike email, instant messages are usually session-based and have a clear start and end. IM users identify each other by their username or screen name and build contact lists of frequent contacts. Messages may contain text or images. Often, users will use emoticons to convey tone and shorthand to save typing.
Employees who rely heavily on IM for business-related communications can be at risk of misunderstandings due to the lack of context of the message. It is important for managers to monitor employee usage and establish guidelines on what kind of information can be shared over these channels.
Using IM to Share Information
IM can provide an easy way to share information. Using text or voice chat, employees can discuss topics related to work such as budgets, deadlines, project plans and marketing strategies. It can also be used to share files, photos and videos. In addition, IM can also be used for customer service and support. Customers can ask questions, request help and share files with representatives via a secure and convenient interface.
Depending on the type of IM system, instant messages can be stored locally on the device (peer-to-peer transmission), over an existing network (client-server where the IM client sends and receives messages to and from an IM server) or on a central server (cloud-based communication). IM can be a standalone application or integrated into other products and services such as social media sites.
Many employees use consumer IM software at work, rather than corporate-provided IM solutions. This allows for flexibility and convenience of use, but also introduces risks that are not always addressed by IT departments. These include overuse of the tool leading to distractions; misunderstanding of tone, as it cannot be conveyed via text; and misuse of the platform such as communicating outside of work hours or sharing inappropriate materials.
Using IM to Maintain Relationships
A number of research studies have analyzed the use of IM for collaborating with different types of work partners. These include coworkers within the same department, different departments, and outside collaborators such as customers or suppliers. Some of the differences in IM use across these relationships have been attributed to the different levels of social distance between the workers.
In one study, IM users were asked to rate how much their working relationship with other coworkers improved or diminished as a result of using the tool. These results indicated that the overall effect was positive, regardless of the type of collaboration involved. This finding is significant because it suggests that IM improves working relationships equally well with colleagues who are in the same department or company as the user, and with colleagues who are at different companies.
To gain further insight into the ways in which employees use IM for communicating with other members of their work organization, the IM transcripts of two of the heaviest IM users in each of the company’s departments were analyzed. These two individuals were chosen because they communicated with different people on a daily basis via IM, including those from other departments.
Using IM to Encourage Collaboration
Instant messaging offers the potential to streamline collaboration in remote working environments. Using IM, team members can quickly communicate ideas and share information to build upon each other’s work. It also replaces lengthy email exchanges or telephone calls and enables teams to stay on top of their projects and feel connected to each other despite working in different locations.
IM differs from other Internet-based communication software in its immediacy and conversational style. In IM, peers can quickly and easily exchange messages by typing into a small window that appears on both screens. To initiate a session, a peer must know the other’s username or screen name. Unlike email, IM sessions have a clear start and end. Users can create contact or buddy lists of frequent contacts to easily identify and select the intended recipient for a chat.
Many people use IM regularly to communicate with friends and family so it is familiar technology. It is often integrated into social media platforms and mobile devices, allowing users to message from any location with an Internet connection.
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Conclusion
While IM has its benefits, businesses must be careful not to overuse it. Too much reliance on IM can lead to distractions from important work; misunderstandings because tone cannot be conveyed via text and can be misinterpreted; a desire for immediate responses which can result in workers being unable to disconnect from their jobs outside of office hours; and a lack of face-to-face interactions which can contribute to employee burnout.
