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Crafting a clear instant messaging policy is essential for modern workplaces to balance productivity with security. Based on industry assessments, the most effective practices include using status messages, maintaining professionalism, avoiding confidential discussions, and adhering to company guidelines.
The constant interruptions from instant messages can significantly hinder deep work. A key strategy is the proactive use of "Away" or "Busy" status messages. As Jason Bergund, who uses IM to coordinate complex production teams in New York, explains, custom statuses like "working on a detailed document" or "on a conference call" manage coworkers' expectations without requiring an immediate response to every query. This simple step allows employees to control interruptions and maintain focus on critical tasks, making the tool a servant to productivity rather than a distraction.
The informal nature of instant messaging can lead to lengthy, unproductive, or overly personal conversations. Dana Bilbao, who works in production for a Los Angeles-based entertainment company, notes that IMs "can almost be like talking to yourself," leading to a false sense of intimacy. The best practice is to consciously restrict conversations to work-pertinent information. When discussions begin to drift into personal territory, it's important to politely disengage. This approach helps maintain professional boundaries and ensures that the platform is used for its intended purpose: efficient business communication.
Instant messaging technology is often unsecured, creating vulnerabilities for corporate networks. Richie Fusco, an office manager for a New York securities firm, emphasizes that employees must "always be aware that you're on an unsecured line." Discussing confidential information, such as salary details, client data, or strategic plans, over IM poses a significant risk as hackers can access conversation logs. Consistently updating virus and spyware protection is a critical defensive measure. Companies should treat IM conversations with the same level of caution as a public email channel.
Many organizations are still formalizing their netiquette rules for instant messaging. The fundamental rule is to first determine if your company has an existing policy and to adhere to it strictly. As Bergund cautions, "Find out if your company has applicable rules, and adhere to them." In the absence of a formal policy, employees should apply common sense and avoid pushing boundaries. Proactively seeking guidance from HR or IT can also help shape sensible practices and prevent misuse that could lead to disciplinary action.
To implement instant messaging effectively, focus on these core actions: Use status messages to manage focus, keep conversations professional and work-related, never discuss confidential information, and always follow your company's specific usage policy.
