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Improving productivity one IM at a time

05/20/09

When you think of instant messaging at work, “effectiveness” and “productivity” may be the last two terms that come to mind. But a new workplace study may have some changing their tune.

A study by researchers at the University of California, Irvine, and Ohio State University released last year found that workers who used instant messaging on the job encountered less interruptions than coworkers who did not.

Before the study, many in the corporate world believed that if given the opportunity to use instant messaging at work, employees would use it on top of emails and the phone, increasing the amount of interruptions in their day and lowering their productivity.

However, researchers found that workers tend to use instant messaging as a substitute for the phone and email, decreasing workplace disruption. Without as many distractions, employees were more effective with their time.

One of the most common ways workers use instant messaging was to check if a coworker was busy before interrupting them at their desk. Most workers also used the tool to quickly find answers to simple questions.

Instant messaging gave workers a better sense of control in their day-to-day workplace communication. Workers could see if a coworker was available or not, postpone conversations and ignore or dismiss unimportant messages with little distraction to their work.

If you’re considering bringing instant messaging into your workplace or already use it, remember that training employees on proper instant messaging etiquette is essential. Here are a few key points to remember:

  • Always knock first. Before interrupting someone with a long, detailed question, knock first and ask if that person is available. Simply ask: “Are you available to chat about X, Y, and Z?” If they don’t have the time, set up a few minutes where you can get together later.
  • Keep it short and sweet. Instant messaging is meant to be quick and brief. If your question or comment involves more than about two lines of text, consider sending an email or talking on the phone instead.
  • Be patient. Not everyone types at the same speed, so give the person you’re talking to ample time to respond before sending another question. Also remember that they could have stepped away from their desk for a moment, so just be patient.
  • Be polite. Never say anything in an instant message that you wouldn’t write in an office email or say over the phone. Employees should be familiar with your company’s code of conduct regarding offensive language and improper conversation topics before using instant messaging on office computers.

It ultimately comes down to how employees choose to use instant messaging in the office that will determine the effect it will have on their performance. If everyone agrees to follow the company’s communication policies and focus on work, instant messaging can prove to enhance employee communication, reduce distractions and improve productivity throughout the office.