A couple of months ago our call center was upgraded with latest webchat feature that allows our customers to communicate with us online via our website. When I first started corresponding with customers through chat message sessions I experienced some miscommunications that lead to frustration on both sides. As it turns out, I was just inexperienced with this new world of instant messaging and chat.
As more and more businesses start to adopt instant messaging/chat as useful communication tool between co-workers and customers, the more likely that they will need standards of etiquette to avoid misunderstandings. Here are five tips for business instant messaging/chat etiquette.
Keep it simple
Keep your messages short, simple and casual. You not suppose to be long-winded or write essay-type messages, especially when a short sentence gets the job done. By the way, the majority of instant messaging systems have limits to number of characters you can send.
If you need longer explanations, do not be afraid to take conversation to email or the phone.
One step at a time
Do not try to multitask or cram as much information or questions in to a single instant message. This can result in frustration, confusion and miscommunication. Instead, try to limit the conversation to one subject or question at a time, and then once it is finished, move on to the next topic.
GEOTJ (Go easy on the jargon)
BYKT, right! You are most likely saying, “What?” When using jargon you must know your audience. If you are chatting with a co-worker you can use some jargon, as long as they know what you are talking about. If you talking to an actual customer, talk the same as you would in person, over the phone or by email.
Don’t worry if the person on the other end uses some jargon you cannot understand, you can always Google it, ask co-worker, or just ask the customer to spell it out. Jargon maybe a great timesaver, but it can put a strain on communications and lead to misunderstandings.
Watch what you write
When you write, watch your spelling and grammar. Having misspelled words or incorrect use of grammar can cause a misunderstanding between the chatting parties.
To avoid any spelling and grammar issues, learn some of the most common spelling and grammar mistakes. And always be sure to review what you wrote before hitting send.
Write what you are thinking
When you are in a chat session with someone, it is common to encounter some awkward pauses in the exchange. Your mind will start to wonder, “did he/she leave?” or “did they forget about me?” The longer it takes the other party to respond, the more likely you will start to feel insecure. Being ignored is a very powerful negative response and something you want to avoid at all cost.
In order to avoid what is being described above you need to write what you are thinking. And no, I do not mean to write how you are feeling. What I mean is to write what you are THINKING right after reading the message.
For example, if someone sent you a question that will require you to think about the question for a couple of minutes, write back, “Give me a minute to think about the question.” Another example is if you are in the middle of chat session need to step away, write back, “Be right back.” And remember, do not be afraid to ask the other party to take the conversion to email or phone.
Your Turn
What are your thoughts? What has been your experience with IM/chat? If you are new, what do you find the most difficult to learn and understand? Have you had any humorous moments when chatting with someone?