Are instant messages in the workplace a rude interruption or an appropriate business communication tool?

Appropriate Business Communication Tool: 65% (648 out of 1009)
Rude Interruption: 35% (361 out of 1009)

Out of 1,009 respondents, 64% thought Instant Messaging was a useful and appropriate business tool, and 35% felt it was inappropriate or rude.

Most of those who felt Instant Messaging was a useful tool qualified their answers by saying "If it is used appropriately," for example, only using it for work purposes, not for personal chatting. Those who liked instant messaging felt it was an efficient way to communicate or deliver an important message quickly. Instant messages were viewed as less distracting than phone calls and a good way to get real time information in organizations with a large physical plant. However, all agreed that Instant Messaging could be abused. Some offered tips such as turning off the sound feature, using your status message to alert others when you do not wish to be disturbed, and of course, turning off all messaging devices when you are in a meeting.

Those who did not think Instant Messaging was a good idea compared it to "someone barging into your office without knocking." Also, the receiver was put in the position of having to respond to an interruption or to refuse to accept the message - "the equivalent of slamming the door in a guest's face." They felt it was distracting and had the potential for interrupting an important train of thought. For most of these respondents, e-mail remains the delivery system of choice.

It is interesting to note that those who thought IM s a rude interruption were answering from the point of view of the receiver and the proponents were answering from the point of view of the sender. In other words, we would prefer not to be interrupted while working, but we sure would like to get answers to our questions right away! It's an interesting dilemma.

The Emily Post Institute is test-driving an intranet IM system over the next month. Our offices are on more than one floor and often the phones are tied up. So far, we've found the status bar helpful, especially as it can be personalized to indicate that someone is in a meeting or out of the office. Most of us have turned off the sound option (yes, that is distracting) and tend to use it for quick reminders. So far, it has proven to be a useful tool, but we all see how it could be abused. We'll keep you posted.

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