Instant Messaging (IM) technology is utilised more and more within the workplace. IM, unlike email where the recipient needs to access a personal inbox to retrieve the message, instantly appears on the recipient’s current screen. Here we will give you four pros of IM in the workplace.
Instant messaging takes place in real-time, without any time delays, which can be critical in business communication, especially when dealing with time-sensitive matters. Through instant messaging, workers can remain in constant contact with one another in case problems arise that require assistance. Managers can work remotely and still actively communicate with team members as if they were in the same room.
Many workers use instant messaging as an alternative to phone, email, or personal visits. These forms of communication are usually more time consuming and disruptive than instant messaging. IM adds efficiency in workplace communication, reducing interferences, improving customer service, and allowing workers to chat with each other quickly and privately. Through IM, workers communicate with one another while continuing with current tasks, because instant messaging does not require workers to stop work to answer the phone or have a face-to-face conversation, the technology significantly reduces workplace interferences.
Workers can provide real time information to customers with Instant Messaging. If a customer service issue requires manager approval or immediate attention, the worker can request information or feedback from managers or senior level employees without leaving their desks. This reduces customer hold time and ensures a quality customer experience.
Instant messaging is the most cost-effective form of communication. For large businesses that collaborate between locations regularly, instant messaging saves money in travel expenses. Companies are able to conduct meetings, create presentations, and send and receive applications online without the need to travel to other office locations. The IM technology also allows users to make corrections in documents and spreadsheets instantly, saving printing time and distribution costs.
IM has a positive effect all round. The instantaneous nature of IM also makes collaboration among team members much smoother. With IM technology the organisation becomes more agile and better prepared to meet business demands.
