This document discusses instant messaging and texting in a business context. It outlines both the benefits of IM and texting, such as low cost and speed, as well as drawbacks like distraction and security issues. Guidelines are provided for appropriate use of IM and texting at work, which include following company policies, avoiding sensitive information and inappropriate content, separating personal from business contacts, and maintaining proper grammar and tone. Tips are also given for text etiquette regarding response time, tone, and professionalism.

1. Business Communication
Instant Messaging and Texting
Adapted from NETA PowerPoint for Essentials of Business Communication by
Lisa Jamieson

2. Impact of IM and Texting
How do you think IM and
texting have changed the way
we communicate?
Benefits
• Cost
• Speed
• Unobtrusiveness
Drawbacks
• Distracting
• Security and compliance
Image source

3. Using IM and Texting on the Job
• Follow company policies
• Don’t disclose sensitive
information
• Don’t forward/link to
inappropriate photos
• Don’t text or IM while
driving
• Separate business
contacts from family
and friends
• Avoid unnecessary chit-
chat
• Keep your presence
status up to date
• Use good grammar and
correct spelling

4. Text Etiquette: Timing
• Respond promptly
• Don’t text
afterhours
• Don’t text during
face-to-face
conversations
Image source

5. Text Etiquette: Tone
• Sparing use of
symbols and emojis
• Polite tone
• Concise
• Don’t deliver bad
news via text
Image source

6. Text Etiquette: Professionalism
• Get permission
• Introduce yourself to new
contacts
• No confidential information
• Check contact information
• Check spelling and grammar
Image source

7. Summary
• Learn how to instant message and text
professionally.

8. References
Guffrey, M. E., Loewy, D., & Almonte, R. (2019). Essentials of business communication (9th Canadian Edition). Nelson.
Jamieson, L. (2019). Chapter 1: Communicating in the digital-age workplace [PowerPoint slides]. Nelson.
Martineau, M. (2017, December 6). Text etiquette for business owners [Infographic]. GoDaddy.
https://www.godaddy.com/garage/text-etiquette-for-business-owners-infographic/

9. Image Sources
Lebedeva, O. (2020, March 20). [Hand holding smartphone] [Illustration]. Lifewire.
https://www.lifewire.com/glossary-of-common-texting-abbreviations-4061650
[Man looking at smartphone with speech bubble] [Illustration]. [n.d.]. Pxfuel. https://www.pxfuel.com/en/free-
photo-jrtyz
Martineau, M. (2017, December 6). Text etiquette for business owners [Infographic]. GoDaddy.
https://www.godaddy.com/garage/text-etiquette-for-business-owners-infographic/
Nudelman, M. (2014, September 18). [Man looking at smartphone] [Ilustration]. Business Insider.
https://www.businessinsider.com/texting-etiquette-rules-2014-9