Retooling IM to enrich corporate communication

How do we communicate?

Here is a list of what I consider to be the key communication points in business.

• Face to face
• Video conferencing
• Voice only (phone, VoIP, VoIM)
• Real Time Typed Communication (IM)
• Hand Written Communication (letters, hand delivered notes)
• Delayed Typed Communication (email, suspended IM conversations, typed letters)

Increasing the communication toolset, in the past few years, has really broadened our ability to transfer information between coworkers. The list shows a hierarchy of how that breadth may not necessarily indicate depth in transferring the right information. And as such, I am positing a challenge to the workforce. Can you see the common thread in my list?

I won´t leave you hanging for long—the list is organized based on the number of timely cues involved in personal interaction. Face to face communication can be best for relational meetings. Body language, inflection and the ability to stem conversation immediately based on nonverbal cues add a richness to this communication medium. On the other end, a typed letter or email can lead to miscommunication if the inflection and "body language" of the author is taken incorrectly.

Now, I will be the first to say that some pieces of information in business don´t need relational information. But, how many times have you sent an email and spent more time talking about the intent of your message than the content? Even in person this can happen, but the ability to save time and increase productivity with a common message can decrease with separation in space and time.

I have IM smack in the middle of my list. It has the advantage of real time response. The disadvantage is that many times, there is resistance to escalating up the communication ladder if the conversation goes a way that is not intended. Here are some tips to enrich IM and make it a even more effective tool in your arsenal.

Step to Voice as soon as a miscommunication happens

Keep in mind one thing your time is precious. So is the person´s on the other end. Having a communication gap? Is your IM conversation going nowhere? Anymore, you don´t even need a phone. The new wave of IM clients from MSN, Yahoo, AIM, Google and more have voice that is a click away. Most of those clients even have video. A simple, quick chat can clear up many issues before you waste time with your fingers.

Use IM as an adjunct, not substitute for internal talks

Start your conversation over voice (phone or other). Or ask someone if they can talk through IM. During the conversation, use IM to highlight points, URLs, principles. People will remember points more effectively if more than one sense is used if you are reiterating a point on the phone and reemphasizing it on IM, you may increase retention. The IM conversation will also be there if the voice conversation needs to stop for some reason.

Decrease the number of words you use

In my experience, communication transfer increases as the number of words used decreases. Doing so over IM increases your ability to write coherent, concise emails as well. In fact, being able to communicate effectively over IM can make your communication more concise all around.

Reduce the collateral

If you are IMing about a project due at 3, keep the side chatter to a minimum. Keep smiley's to a minimum as well (only to show an intent when body language is not available). Leave the chat for the coffee room or break time. Go sit in someone´s office to shoot the breeze, and leave it there. Keeping a tool like IM for business only reduces the chance of digressing to another topic.

From free IM clients to enterprise level collaboration systems, instant messaging is here to stay. The ability to get quick answers, to carry on time delayed conversations or talk while doing other options makes instant messaging a critical communication tool in many businesses. These are oftentimes the best "features" of IM which you can come back to a conversation an hour later and act as if you just picked up with a long lost friend. Just make sure it´s not a chatty friend that should have stayed at lunch.