How to get the most out of instant messaging in your digital workplace
Instant messaging is a quick way to communicate and collaborate with coworkers, but there are some drawbacks. Learn how to maximize IM in the workplace.
We rely on instant messaging for quick, easy communication in our personal lives, so it’s no surprise that it’s taken over the workplace, too.
Organizations know IM isn’t going anywhere. But few have figured out how to maximize the benefits while managing the downsides. This leaves many companies stuck in the middle. They aren’t banning it, but they aren’t exactly celebrating it either.
And for good reason. Using IM for internal communications has real pros and cons.
But there’s a middle ground. By formalizing your messaging etiquette and bringing chat into your unified digital workplace platform, you can get all the speed and connection of IM without the headaches.
The benefits of instant messaging at work
The name says it all. IMs pop up on your recipient’s device in real-time and get right to the point, cutting out the preamble and small talk that clogs up emails and phone calls. For fast-moving projects that need immediate answers, there’s nothing else like it.
Other advantages of instant messaging at work include:
- Connects everyone: Remote workers, frontline staff, and external partners can all chime in instantly.
- Delivers instant feedback: Everyone (especially Millennials and Gen Z) appreciates a speedy answer to a question or a quick “thumbs up” on a job well done.
- Promoting creativity: Group chats foster a rapid flow of ideas for brainstorming and problem-solving.
- Improving relationships: People feel more connected to their teams when they can reach out in real time. Conversations are quicker and more organic via IM than they are over email.
- Reducing overflowing inboxes: Using instant messaging tools like Slack reduces emails by up to 32%.
It’s a tool almost everyone already knows how to use. But that familiarity can be a double-edged sword.
The drawbacks of instant messaging at work
In most enterprises today, there are countless non-approved tools floating around. This is “shadow IT”—apps and software used without IT’s knowledge or approval.
38% of people use unapproved IM platforms to talk about work. They do it because apps like WhatsApp or Messenger are more convenient. But for organizations, especially in regulated industries like finance or healthcare, this unrestricted use is a major security risk.
Beyond security, instant messaging at work can bring other problems:
- It’s noisy: Chat notification spam can be a distraction. Employees might feel pressured to respond to messages immediately, even when they’re deep in focused work.
- It builds silos: If Sales is on Slack and Marketing is on Teams, conversations are fractured and participation is limited.
- It’s hard to organize: Capturing and storing the valuable information in chats is nearly impossible.
- It can get unprofessional: Employees are used to the informality of chat in their personal lives. This habit can spill over into inappropriate internal messaging in the workplace.
- It’s inefficient for big announcements: You can’t push out a vital company-wide update on IM and be 100% sure everyone saw it.
So what should you do about IM?
These drawbacks are significant…but so are the benefits. So the solution isn’t to ban instant messaging. It’s to give it a secure, IT-approved home.
By connecting messaging apps through a central workplace experience platform (like Appspace), you put conversations in context. You empower people to use the tools they love while keeping your data secure and your communications organized.
5 strategies for instant messaging success
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Publish an instant messaging etiquette guide
Don’t assume everyone knows the rules. Post your organization’s communications standards on your intranet so everyone can find them.
A few basic reminders go a long way:
- Respect status messages: If someone is set to “Do Not Disturb,” don’t message them (or schedule your message to automatically send tomorrow).
- Be courteous: Before firing away, ask if it’s a good time to chat.
- Keep it short: If it’s a longer conversation, send an email or book a meeting.
- Remember you’re at work: Be conversational, but stay professional.
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Integrate employees’ favorite messaging apps
Don’t fight the current. Integrate apps like Slack, Microsoft Teams, or Webex directly into your intranet project spaces. These core work zones should only include relevant work channels, ditching the clutter of non-work-related chats. This keeps the relevant work chats right next to the project documents, tasks, and timelines. You can capture crucial conversations to a searchable wiki so knowledge isn’t lost in the shuffle.
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Cultivate engagement with social chatter
Create a dedicated “social center” in your instant messaging app. Essentially a company newsfeed, it’s like a virtual water cooler where comments and chats are visible to everyone.
This keeps fun, culture-building conversations in one place (where they can be properly archived) without clogging up work channels.
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Break down siloes
A built-in, searchable people directory supports organization-wide collaboration. Instead of wondering “who handles X?”, employees can find the answer in seconds, and even start a chat directly from their profile.
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Encourage “slow” conversations
Not every message needs an instant reply. Use forums, communities, or microblogs within your intranet for topics that require more time and space to reflect. Employees can respond when they’re ready. Meanwhile, content can be easily captured for later reference.
Add IM to your communications strategy
Instant messaging is here to stay. On one hand, it enables employees to get answers quickly and directly to help them do their work. On the other hand, it can have ramifications for your security, productivity, and culture.
The key is an appropriate balance of public and private workplace conversations while providing the structure and security of a true digital workplace.
With tools like Appspace, you can give your team the best of both worlds. It’s a workplace experience platform that’s loved by employees, approved by IT, and built to keep everyone in the know.
