Communicating through IM (instant messaging) is a very convenient tool that is used frequently by the younger generation (e.g. Millenials, Generation X and Y, etc.). For example, when we need help with homework help or plan the night out, we can sign online and ask our friends whatever it is we may need through this means of real-time text communication. There are distinct advantages of the use of IM that could also be incorporated in the business world. As technology advances, IM capabilities expand offering conference calls, live video, and file transfer. I think these methods of communication could be especially useful in large companies. If all company employees have access to an IM server with security and privacy, more casual (informal) modes of internal communication can be done rather than formal emails. For many, IM is a lot simpler and more convenient to use rather than picking up the phone to make a call or meeting face-to-face. Companies can successfully use IM for rapid communication (explanations and questions), keeping in touch, and organizing tasks. Certain limitations of IM are that because voice is usually not heard, it can be difficult to get a point across without the use of nonverbal communication, such as hand gestures, volume and tone of voice, facial expressions, etc. More senior employees (Boomers like my parents) may also be reluctant to use IM in a work setting as opposed to emails or phone calls. Because it is less formal, IM does not provide a “paper trail” which could be good or bad, depending on the situation and what was said. This can hurt in some cases or help in others. In addition, since we can connect with virtually anyone, it could be a major distraction in the workplace, thus decreasing productivity. The dangers of IM include the spreading of online viruses, privacy issues, and other inappropriate uses.
Thursday, June 25, 2009
Instant Messaging
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ReplyDeleteI Agree with just about everything you mentioned in your post, but i have commentary on a few points. Instant messaging can and is very useful in a business setting. You explained the capabilities of IM, but never mentioned a real example of how its used inside companies today. Customer service departments use instant messaging regularly now to communicate between help assistants and customers. There are many advantages to this over the use of a telephone. There are no fees associated with using the internet except for the fixed cost of having an internet connection. This goes for both customers and the business. Help assistants can also help more customers in period of time by using IM, because they can talk to multiple poeple at once. Overall, instant messaging is much more efficient and cost effective than using the telephone or any other traditional methods of customer assistance. Of course some people might complain that there is less personal communication by using IM, but in todays extremely competitive business world, companies must do what is better off for the majority of people. One last comment i have is that you mentioned the lack of a "paper trail" with IM. That is not entirely true. It is very easy to record text conversations between two parties. Even simple instant messaging services like AIM have the capability to record the text of conversations.
ReplyDeleteGreat Post!
Instant messaging is great and it would be fantastic if more companies used it as a method of communication. Although I do agree with you when you said that it would cause a decrease in productivity, I do think that it would be worth it in the long run because of all of the money, time and effort that companies would save as a result of it. I liked that you recognized that different age groups are more reluctant to use instant messaging as a form of communication as opposed to college student that are more inclined to do so. One thing that I just wanted to add was that a downfall of instant messaging is that people often use it as a way to get out of a sticky or messy situation because instant messaging may be easier than a face to face confrontation or a phone conversation. I would say that is pretty common among teenagers from what I have observed. I thought your post was great and I will be back to read more of them.
ReplyDeleteThese comments all get to the point and are great! I would like to add that much IM is not "audited" and thus can be use do communication under the sheets so to speak. Email is kept and tracked and can be traced back... IM (In most cases) is free of this restriction and thus can be a great source of both good and miss information.
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