Blackberry Etiquette

A site visitor writes:

Do you have information on blackberry etiquette? People are over-using their e-mails, etc., in meetings and i want to write a useful article about e-mail/phone etiquette in meetings.

Many of the concepts that apply to email apply to Instant Messaging (Desktop, Laptop, PDA, Blackberry, Pocket PC) and visa-versa. The key is courtesy and clarity in your communications. You need to use Instant Messaging (IM) or Text Messaging properly with consideration for the person on the other side.

• First and foremost, always be cognizant about when and where is the most appropriate time to IM. Doing so during meetings, while on the phone with another person or at activities where your attention is expected is inconsiderate. There is a time and place for everything — and this applies to IM (and checking email on portable devices) as well!
• Start by always asking if the person you are IMing is available and if it is a good time to chat. I get email all the time from folks who get frustrated by others who think they should be available 24/7 or whenever they are online. If the person you want to IM is busy, ask them when they will be free. You do the same – if you are busy and cannot chat, let the other person know and advise them when you can connect at a later time so that they can have your full attention.
• Practice communicating briefly and succinctly. Clarity is a skill that needs to be worked on in email in general let alone when it comes to the short messages generally used with IM. IM is meant for brief communications – not your manifesto on the day’s events. Nor is the IM environment an excuse to be rude or terse because you don’t want to take the time to be considerate of the other side.

  If the topic is that long winded or complicated ask when would be a good time to give them a call on the old fashioned telephone to discuss the topic further. Or take the time to send an email where you can be concise and courteous.

  With IM there are limitations you need to be aware of for long winded discussions. IM generally only allows 512 characters (79 words) per message. Anything that cannot be communicated effectively in short blurbs should be discussed via regular email or telephone.

• Use IM for casual topics or informational briefs. Serious topics are not for IM. Can you believe I received a condolence IM when my father passed away? Not appropriate! Certain topics and situations require face-to-face meetings or at the very least a good old fashioned telephone call or card stating your feelings. IM is not the place for serious topics, emotional or confrontational issues.
• IMing is not a venue to forget your grade school education. Check your spelling and grammar where possible. This is a communication tool after all. How can you communicate with clarity if you cannot reflect a basic education?
• If you are not a smooth multi-tasker, do not continue multiple IM sessions and leave folks hanging while you communicate with others. If you cannot give someone your full attention, schedule another time to hook up and IM. Leaving others hanging while you chat with others is wasting the other person’s time and gives them the impression you do not feel their time is valuable.
• Learn how to use the features of your IM program. Specifically your "busy" and "away" message features. This will allow those trying to communicate with you to know your status and avoid misunderstandings about your availability.

  For those that don’t take your "busy" and "away" messages seriously, use the "ignore" feature. The ignore button is a built-in feature that allows users to block communications from anyone you choose. You can allow only certain people to contact you, or block certain users from contacting you at all. Use this feature sparingly for those who do not respect your time or your requests for contact at a later date.

• Take into consideration who you are communicating with to determine the acronyms and emoticons that should be used – if at all. Certainly you wouldn’t use the same with a business associate vs. a friend. You also wouldn’t use certain acronyms with your Mom who may not even know what the acronyms mean. Use your better judgment here!
• Word of Caution: As with email, IMs can be saved and sent to others. Once you send it – it is gone. If you are upset, sign off until you cool off! Don’t type what you would not want to be passed around. I get emails from IMers all the time who are upset because they sent a private note to a friend they thought they could trust who then broadcasted their IM across the net. Know who you can trust and trust only those you know!
• A Word to Business Folks: Although IM is by nature a more casual environment, keep in mind the quality of your messages will reflect on your perceived credibility, professionalism and tech savvy. A spelling and grammar check is imperative in any form of business communications regardless of mode used. If you are communicating with professionals; don’t communicate like a grade schooler.

  In my experience I’ve found that most people are unable to multi-task effectively. Keep this in mind if you are having multiple IM exchanges at a single time. It is better to limit yourself and communicate the right message than to confuse messages or tone between IMers.

  As a courtesy, more so for business communications, if you are unable to respond because of a deadline or a meeting, set yourself to "busy", so your colleagues will know that you are unable to respond and are not just ignoring them.

How to Handle Unasked for IM Requests

There are two types of unasked for requests. From those you know and those you do not know. For those you know you can respond you are not available at the moment and that you’ll get back to the initiator. If you are IMing other associates during business hours, it is best to always start with “Is this a good time?”

The second category of those you do not know can be avoided by having your settings in place to not accept contacts unless they are on your list. If you don’t want to use that setting, you’ll onliners you probably don’t know asking to be added to your IM/AIM/ICQ contact list? Some give a first name and some don’t. Since you don’t know for sure if the request is coming from a person that you know, what is the best way to respond?

Again, it is prudent to have your instant messaging set to only allow contact with those on your approved list or they have to ask to be added. That is simply a good practice so you are not inundated by IM spammers or weirdos looking to communicate with total strangers.

Here is what I say when I refuse a request to be added to my approved list:

“I’m sorry, as I am sure you can understand, I do not approve additions to my contact list from those who do not give me the courtesy of introducing themselves by name and including why they want to communicate with me. Have a great day!”

This way, in case it is some you know, you haven’t offended them. Onliners should understand why you are taking caution in giving access to anyone who does not identify who they are and their intentions. That’s just common sense!

Business IM Availability Expectations

Many expect that if they “see” you are online, that you have time to chat.  During business hours to want to chat about the latest project, customer issue or concern can make sense if the parties involved are not in the same location.  That said, IMing for business should be used sparingly, with discretion and respect for the party on the other side.  Before jumping to IM a contact, you first need to think about if the topic is apropos for business hours.  Then consider whether an  e-mail or a phone call would be more productive and efficient before considering IM as your mode of communication.

With business IMing, not being available can cause the other side to unnecessarily feel you do not consider their contact important.  In my experience, whenever you do not do what other onliners expect or you let them know those expectations are not entirely accurate, (no matter how kindly) relationships can suffer.  You may be busy, in a meeting, on the road — there are many reasons for IM unavailability — so IMers should never make assumptions when it comes to others availability.

That said, you have the right to let others know when you are not available.   If you do not want to add contacts to your ignore list or “hide” when you are online by having your settings not announce your status, simply explain you are busy doing research or a business task and ask when would be a good time to hook up later.  Then follow through.

In the same vein, don’t expect just because you see someone is online that they are available to you alone and for idle chit-chat.  Especially during business hours, you need to respect and be cognizant of the fact that during this time frame we all have responsibilities and commitments.    When IMing someone during business hours, always ask first if they are available and have time to chat.  If they don’t; do not take it personally.

When it comes to IMing, both sides need to be considerate to and honest with the other side about their availability and expectations — especially during business hours.

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