Rules to Better IM


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Whether you are chatting to a client on Teams or your friend on WeChat… These are the most common things that can improve your communication.​

  1. Clarity - Do you always start your answer to a question with ‘Yes’ or ‘No’ first, then give your opinion?

    Always start your answer to a question with ‘Yes’ or ‘No’ first, then follow that with your opinion.​

    Adam: Did you deploy that bug fix?
    George: We deployed 3 times yesterday and one of the deployments took ages and so we optimized the Azure DevOps pipeline, so now a database change has gone from 35 minutes to just 2 minutes to deploy. We’ll get all the remaining items resolved in the next few days.

    Bad example - We have to infer the answer... if it is there at all!

    Adam: Did you deploy that bug fix?
    George: No, as we had issues, but well get that one done after lunch today.
    FYI we deployed 3 times yesterday and one of the deployments took ages and so we optimized the Azure DevOps pipeline, so now a database change has gone from 35 minutes to just 2 minutes to deploy. We’ll get all the remaining items resolved in the next few days.

    Good example - the question is answered clearly in the start​​​​​
  2. Clarity - Do you answer IM questions in order?

    Sometimes people fire a few questions at you and the tendency is to answer the last question first. A clear approach if you receive more than 1 question in an IM chat, is to answer each question in order, keeping the conversation is clearer. It's also a good idea to repeat the keywords of each question in your answer so there is no chance of confusion.


    - Adam Cogan: Welcome back from your holiday. ​How many items in your inbox? Can you give me the link for better IM rules? When is your next client work?
    - Tiago Araujo: I have 85 items in my inbox
    - Tiago Araujo: Here is the link:
    - Tiago Araujo: I start working for Northwind next Monday

  3. Clarity - Do you update or delete message mistakes?

    If the message you type has a mistake, update it (or delete it) so the recipient doesn't see the mistake.​
    ​​​Screen Shot 2018-12-11 at 1.52.42 PM.png​​
    Figure: "Edit" and "Delete" are options after you type a message​​
  4. Do you call instead of IM when communication is not simple?

    When you realize the communication is not simple and there it is going to take much back and forth IMs, say "Can I call?" and continue the conversation through voice. 

    ​​​​Communication using voice is much faster than typing a message and it can clear misunderstandings. Encourage people to switch to voice if possible.


    - Adam Cogan: Did you say to me, you would contact Tiago on Skype to do it collaboratively... rather than email?
    - Danijel Malik: I agreed I'll contact them over Skype as suggested by Drew
    - Adam Cogan: Isn't that what I just said? (and you said you were sending emails)
    - Danijel Malik: Hold on...I don't understand you anymore, can we switch to voice?​

    ​​​Then follow Do you send "As Per Our Conversation" emails?​

  5. Interruptions - Do you investigate your question for 2 minutes before asking someone on IM?

    Always do a quick investigation before asking for help. When asking a question using IM, always start your conversation with "I have googled this and no luck".

    IM can interrupt a person when they are busy, so make sure that you are well prepared and have tried to find the solution another way first.

    Figure: Don't make someone else have to Google something​ for you​​
  6. Interruptions - Do you know that IM interrupts?

    When somebody sends you an IM message, they are interrupting you. 

    When somebody sends you an email, they are not interrupting you - assuming you keep your notifications off as per Do you minimize your Outlook Distractions?​ You have made the decision to read your emails, so email is in actual fact far more polite than IM which can be a nuisance.

    IM is only to be used if they would like you to do something NOW.

    Tip: If someone pings you on IM (Teams / Skype) for non-urgent tasks, call the person out gently and let them know: "Since I don’t need to do this today, maybe an email would be better".

  7. Clarity - Do you make the communication more efficient by referring back to a subject of an email?

    Use IM to chase up that important email. You can make it easy for everyone (or at least give them the context of your questions) by pasting the email subject.

    I sent you an email just now, please approve

    Figure: Bad example - client need to filter his emails manually

    I need you to reply to my email... Subject: CBA Software Audit

    Figure: Good example - client can search your email based on the subject
  8. Interruptions - Do you know important chats should be in an email?

    ​First of all, understand that IM is distracting so use it judiciously. However, IM is great when an email is unclear or you have an additional question about the email that is stopping you from sending a 'done'. IM is great for reminding people and is excellent to push the important things... especially for people who ignore emails!

    During the course of an IM chat with a client or manager, an action or a piece of work may be required. It's highly important that such chats are copied from the chat and pasted into an email.

    For example:

    "As per our IM conversation, I will XXX."​​​​

    When you copy and paste a Skype conversation into an email remember the following:

    1. Who are you sending the email to? Is there any private information that should not be shared with the group?
    2. Have you asked for permission to copy the Skype conversation into an email? The other party may not want to share it in an email
    3. Does the conversation add value to the email or can it be left out?
    4. If you decide to copy the conversation then make sure you edit it so it is easy to read and relevant

    Make it readable by snipping out just the important information and CC relevant parties. (See rule on Snipping for more information).
  9. Do you make the email readable by snipping and formatting the IM chat?

    Once you have decided to put an IM chat into an email or manager may suggest a course of action or a piece of work that they would like completed. It's highly important that such chats are copied from the chat screen, pasted into an email, and sent to the client or manager with a note: "Confirming our IM chat this morning", and CC'ing anyone else who is relevant. Don't just paste the whole conversation into an email.

    Snip the relevant information only. You can do this by:

    1. Deleting junk that is not related to the conversation
    2. Deleting repetitive junk that makes it hard to read (like peoples’ names)
    3. Adding a line break between people and highlighting the person's name in BOLD

    Bad Example of an IM snip

    ​​Figure: Bad example - this IM snip has a lot of unnecessary text that makes it hard to read

    ​​​Good example of an IM snip

    ​​​​​​​Figure: Good example - snipped and formatted
  10. Interruptions - Do you minimize Microsoft Teams distractions?

    ​​​Dealing with distractions is a fundamental rule to a successful project. Microsoft Teams is a great way to get distracted. Following these options helps you to minimize message distractions:
    1. Turn on at start-up​ - With the application always on your desktop, there is no reason for alerts to be sent to your email or phone
    2. Disable email alerts - this reduces bloat in your task list
    Figure: Open options (select image in the bottom right) | Notifications
    Figure: Set settings to "Only show in feed" so distracting phone and email alerts aren't sent
    Figure: In Microsoft Teams turn on "Auto-start application". Suggestion to Microsoft: Make this the default

  11. Interruptions - Do you minimize Skype distractions?

    Dealing with distractions is a fundamental rule to a successful project. Skype is a great way to get distracted. Following these options helps you to minimize Messenger distractions:
    1. Set your status to Busy - people will think twice before messaging you
    2. Don't display an alert when a contact comes online or goes offline
    3. ​Don't play a sound when you receive an email. Remember - you do need a sound when you receive an IM in case you're not looking at your PC when it arrives.
    Minimize Skype distractions
    Figure: minimize the Alerts you receive

    If you run Outlook to manage email you should also minimize Outlook distractions.​

  12. Display - Do you set your display picture using a good photographic image of yourself?

    In person conversations are much better than chats over the phone. Skype or Lync calls with video cams are great, but you won’t do that all the time for bandwidth and processing power reasons. The next best thing is to have a great professional picture of yourself. Avoid using a built-in image.
    Not default images tha​t comes with Skype
    Good Skype profile image​​Bad Skype profile  - using default image
    ​Showing entire face
    Ideally, it shows head and top of shoulders close up. Not too far away.
    Well framed Skype-imageBad Skype image - picture taken from too far away
    Your face must not be obstructed with other objects or excessive head cover (e.g. ski mask)
    Good example - you should be recognizable in your picture
    High quality images
    Not blurred, pixelated, washed out or over-exposed images
    An actual photo of yourself
    Not a cartoon, objects or family member(s)


    Figure: I see 3 good pictures​
  13. Display - Do you show your phone number?

    Using instant messengering applications is all about communication. If something is urgent and you are not answering IMs, it is likely the next thing the person will do is to start looking for your phone number. Make it easy for them by adding your phone number to your Skype profile.
    Bad example - no number shown
    ​​Figure: Bad example - To contact this person via the phone I will have to ask them for their number
    Good example - This person is showing their phone numbers to allow urgent issues to be resolved
    ​​Figure: Good example - People are showing their phone numbers to allow urgent issues to be resolved​
    Note: Before you make phone calls, see our Do you prepare, then confirm conversations/decisions?​
  14. Display - Do you use your company name and location as part of your display name?

    Display your company name
    Figure: Display your company name and location

    Using your company name as part of your Display Name has the double advantage of firstly branding, and secondly, indicating to other parties that your IM account is for work purposes.​

    Be aware that while you can change your display name, Skype doesn't allow you to rename the account... So use your full name. I say this because if you just use "Peter", then I can't distinguish you from the 3 other Peters I have.

    Note: One of the common questions is "Where are you?"

    You can avoid this by putting the square brackets where you currently are eg. [SSW Brisbane] or [Cisco Melbourne]

    The other common question is "What are you doing?"

    You can also avoid this by putting the product name you are currently working on e.g. "SSW Exchange Reporter" in the personal message section of your Skype name. This can be easily changed, without having to go into your options, at the top of the Skype display.

  15. Display - Do you use your personal message to share good news with your contacts?

    Your personal message can be used to promote good news stories of recent work you have done.

    If you have your clients added as Instant Messenger contacts, what better group of people to share the good news with.

    Your personal message should be simple, to the point, and make sure you change it at least once a month! 

    Figure: Use your Personal Message to share the good news​
  16. Do you avoid sending unnecessary messages?

    Sending an unnecessary Instant Message is a distraction to the person you sent it to. Follow the 5 word rule​; if your message is less than 5 words, e.g. "Great work!" or "Thanks!", it's probably not required.

    Exceptions to this rule are when acknowledgement of the IM is required. We use IM in the office to notify that "John from F1 is on line 1." If the respondent doesn't say "OK" promptly we have to get up and go find them so John isn't left hanging on the line.

  17. Calling - Do you IM your contact to see if they’re free before you try calling them?

    ​Always try to ping someone on IM first with "can I call you now?", because they might be with a client, or in a session.​

    The exception to this rule is when you're blocked and cannot proceed with a task without speaking to them. 

  18. Do you keep a history of your IM conversations?

    IM conversations often can be as important as emails, if not more so, because they are usually only used for high priority issues or issues that need to be resolved now. Therefore, it is very important to keep history of all your IM conversations. They can often be used as a reference point, or as a digital log of all the important issues that have been discussed. In fact, you can be guaranteed that you will want to revisit something you have discussed before with other employees.

    ​Figure: You can find the option to save your conversation history in your Skype options under IM & SMS | IM Settings
    Once this option is turned on, Skype will keep the last 3 months of your conversation history in the app - just scroll up ​to see older conversations. For conversations older than 3 months, the conversations are saved in a file called main.db in your Skype folder. The location of this folder depends on your OS and which version of Skype you are running. Visit the Skype FAQ​ to find out more. 

    The only exception to this rule of course is when you're using a public computer, in which case privacy and security issues arise by keeping IM history on that computer.