Just like you communicate professionally with clients and vendors, communicate professionally with other associates. Follow these best practices to be courteous when instant messaging.
Before You IM
Bear in mind the receiver’s preferred style of communication and adjust your style to meet his or her's. Instant messaging can be disruptive for those on the receiving end because the messages pop up on their screens. Also, be security conscious and only send attachments you know are safe. Unfamiliar attachments sent via IM can spread viruses. Lastly, keep messages professional and use IM only for business purposes.
Consider the Topic. Sometimes it’s best to call or have a quick face-to-face chat. Be smart about what topics you IM. Do not IM to discuss confidential or sensitive subjects. Negative news is best discussed in person or on the phone because people can misread messages without vocal cues or body language. Just like e-mail, the content of instant messages is monitored for appropriate use.
Consider the Message Length. IMs are best for quick back-and-forth conversations. If the message contains more than a few sentences, or requires the receiver to think about his or her response, use e-mail or a phone call instead.
Don’t Replace Email Completely. IM allows you to communicate with even inbox-overwhelmed colleagues. However, it does not replace e-mail because email tracks conversations. A general rule is length: if the message contains more than a few sentences, email instead.
Don’t Change Meeting Times or Places. If you need to change a meeting time or place at the last minute, call the person. He or she may not check the computer before leaving to meet you.
When You IM
Don't Assume. Remember that your colleagues have their own schedules and deadlines. Don’t assume a coworker is available just because her IM status is Available. Your colleague may have forgotten to update the status or may be concentrating on a task.
Respect Statuses. When you see a Busy status, respond as if the other person was on a phone call or in a meeting. You wouldn’t interrupt in those situations. Also, use your availability settings to let others know your status.
Knock First. Even when someone’s status is Available, it’s still polite to knock just as you would when entering an office or workspace. Always say “hi” and check that it’s a good time for the other person to chat. Don’t just jump into what you need to discuss. Give the person a chance to decide whether he or she can engage right now.
Keep Conversations Short. IM is designed to keep things moving along by giving and receiving short messages. Transferring large amounts of information or long conversations do not achieve workplace productivity.
Be Careful with Acronyms. Avoid slang and IM acronyms; use proper English instead. Not only is it professional, it helps avoid the distraction of a “What is IMO?” conversation. Don’t forget punctuation. Before you use emoticons, make sure they are appropriate for the conversation and people involved.
Avoid Popups. There’s a time and place for IMs, but not during meetings. Exit Jabber before presenting a meeting using your computer. IMs distract both you and the audience.
End Conversations with a Short Closing. Once the conversation ends, say “thanks” or “thank you” or offer a short reason why you are ending the chat.