Pros and pitfalls of using instant messaging

Instant messaging is becoming a model not only for personal but also for company-wide communications.

Many businesses utilise instant messaging to add efficiency in workplace communication, reduce interferences and improve customer service.

It is more efficient than email because it allows messages to appear immediately, saving time.

An office instant messaging system not only allows employees to quickly communicate with one another, but it also carries potential negatives into the workplace.

Addressing the challenges of instant messaging with colleagues helps reduce or eliminate the negative effects for a streamlined, effective company communication system.

Instant Messaging technology allows workers to chat with each other quickly and privately.

The technology is similar to email in that information is sent to the recipient electronically, however instant messaging does not require the recipient to access a personal inbox.

Through instant messaging, workers can remain in constant contact with one another in case problems arise that require assistance.

Managers can work remotely and still actively communicate with team members.

At companies like International Business Machines Corp. which provides instant-messaging software called Lotus Instant Messaging to 11 million business users, the tool has become second nature as a way to communicate among co-workers.

Through instant messaging, workers communicate with one another while continuing with their work.

SAVES MONEY

Because instant messaging does not require workers to stop working to answer the phone or have a face-to-face conversation, the technology significantly reduces workplace interferences.

For large businesses that collaborate between locations regularly, instant messaging saves money in travel expenses. It allows companies to conduct meetings, create presentations, and send and receive applications online without the need to travel.

The technology also allows users to make corrections in documents and spreadsheets instantly, saving in printing and distribution costs.

Yet as with e-mail, there are dangers associated with instant messaging.

Inappropriate use of the messaging technology in the workplace can even lead to termination just as it can with e-mail.

In fact, many companies do keep logs of instant messages. Just because instant messages vanish from a computer screen doesn’t mean they aren’t being saved somewhere.

KEEP A RECORD

While instant messaging allows for fast communication at work, employees may find it difficult to keep a record of the information shared through the system.

Even if the system retains the past conversations, organising that information by project or date is a challenge.

This makes referring to that information later more difficult. Email communications are generally easier to save and organise in various folders.

This allows the employees to pull up specific messages quickly to find the necessary details.

Here are some tips to remember when using instant messaging in the workplace.

Instant messaging systems aren’t completely secure due to the potential for hackers to intercept the messages.

Confidential information about the business or clients is at risk when exchanged through instant messages.

Information leaks threaten the privacy of the clients and staff, while also potentially harming the business.

Lost proprietary information could benefit other companies while hurting yours.

Therefore, if instant messaging is in your communication policy, set restrictions on the type of information that employees can share through instant messages.

Access to an instant messaging system on a work computer tempts employees to use the system for personal use.

That may include messaging people who don’t work for the company or engaging in small talk with colleagues on the system.

This potentially leads to decreased productivity. A strict policy on the acceptable uses for Instant Messages in the office is one way to curb personal use and wasted time.

Sam Wambugu is a monitoring and evaluation specialist. [email protected]