What is instant messaging?
Instant messaging, in the business context, serves as a communication system within businesses via a text-messaging application. Business instant messaging software provides the ability to send one-on-one messages to others within the organization and communicate within groups or teams. These tools eliminate the need to go back and forth through email applications for short questions, long statements, sharing images, and so on. Instant messaging allows for discreet internal communication among employees as they don’t have to reveal personal information such as personal email or phone numbers.
Instant messaging software often integrates with other products—such as, employee communications software, employee engagement software, employee intranet software, and productivity bots software—that facilitate productive work communication and collaboration.
Instant messaging is used by CEOs, VPs, managers, IT teams, and employees from all departments to communicate internally about work-related tasks, goals, projects, or issues. It also helps employee resource groups (ERGs) to create a safe space for communication. A VP or a manager can message an employee directly in relation to their work with questions, comments, or concerns. An employee can also directly message their colleague in the accounting department, if they need immediate aid with their finances, for example. The number of communicative possibilities that instant messaging can provide is seemingly endless.
Benefits of using instant messaging
Businesses have realized the benefits of using instant messaging software, thus, cementing its prominence in the workplace for communication and collaboration.
- Fast: Using instant messaging, teams can communicate quickly and productively whenever the need arises. Collaboration has never been faster or easier between employees across different departments, employees working remotely, or employees in different countries.
- Informal: Usually there is a socially accepted form of etiquette when it comes to sending emails in the workplace, even for a single simple question. However, with instant messaging, there is no need for overly professional forms of communication. Instead, an employee can focus on the content at hand rather than making sure that the proper etiquette is used.
- Accessible: Instant messaging, depending on the product, exists both as a desktop application that can be accessed via monitor or laptop or as a mobile application. Employees away from their work desk are still able to communicate or be informed of what is going on in the organization, on the go, via their mobile phones.
- Customizable: Whether it is a small organization that only needs a few groups or channels or a large enterprise that needs multiple communication groups for each department and interest group, instant messaging software can be easily customized. Employees can also use personal customization features that provide the ability to turn notifications on and off.
Instant messaging best practices
Instant messaging is user friendly and simple to learn through a brief training session, depending on the software product. Specifically, best practices when using instant messaging would include:
- Write grammatically correct sentences in the language used to communicate
- Send messages to those who are online and wait to connect with those who have turned their notifications off until they have returned online
- Post only appropriate messages
- Ask questions as liberally as needed, but if applicable direct it to those who are directly involved, so as to not spam a group chat with an incessant amount of messages
Instant messaging vs. employee communication
Employee communication software is similar to instant messaging with regards to creating internal communication channels and groups. It is dissimilar in that employee communication software does not necessarily allow for easy direct messaging. Therefore, they can be used alongside one another rather than one over the other.
Instant messaging vs. employee intranet
Employee intranet software works in tandem with instant messaging, enabling organizations to create an online portal for employee access, and allowing for communication within defined groups. Some employee intranet products provide a messaging tool—those that don’t, integrate with instant messaging options so as to serve as a tool for collaboration and conversation.
Marina Schlosser
Marina is an Associate Market Research Analyst at G2. She is fascinated by the world of technology, how it affects people on the day to day, and how it continues to influence our future. Prior to joining G2, Marina worked as an AmeriCorps volunteer as a Community Partnership Coordinator at an elementary school in Philadelphia. In her free time, Marina enjoys traveling, playing volleyball, painting, watching sports, hiking, binging a lot of tv and movies, and taking on whatever adventure or challenge comes her way.
