Using chat messages effectively

Many companies now have internal chat messaging systems which can be used for internal company communication. This can be very convenient for improved communication between staff, but sometimes this medium creates communication problems instead of solving them. Below are some tips for more effective communication:

  1. Know when to use them.
  2. Know how to use them.
  3. Realize that emotion can be lost.
  4. Realize that messages can seem impersonal.
  5. Abbreviations can be confusing / misunderstood.
  6. Be aware of the tone and register (formal / informal).
  7. Avoid acronyms and jargon.
  8. Don’t be too short or too long with your message.
  9. Know when you should use normal conventions (greetings, endings, etc.).
  10. Realize that chat messages, like emails, can be saved and stored for future reference.

Choose which example best demonstrates each tip:

1. Which message shows appropriate tone and register?

  1. Hi Joe,

I would like to inform you of the upcoming changes to your telephone contract conditions. As of 15 November, the costs incurred will be automatically withdrawn from your account.

Best,

Tim

  1. Dear Mr. Smith,

I would like to inform you of the upcoming changes to your telephone contract conditions. As of 15 November, the costs incurred will be automatically withdrawn from your account.

Best regards,

 
 

2. Which message shows how emotion can be lost in a chat message? 

  1. It would be really helpful if you made the changes by tomorrow.
  1. Please make the necessary changes by tomorrow.
 
 

3. Which message shows how acronyms and jargon can be confusing?

  1. The SCRM needs to be assessed before PSM or the PSC and the results handed over to the CEN before the Go Live of the IBP project.
  1. The SCRM (Supply Chain Risk Management) needs to be assessed before the PSM (Pre-Sourcing Meeting) or the PSC (Pre-Sourcing Council) and the results handed over to the CEN (Category Experts Network).
 
 

4. Which message shows an example of information which might be useful to save?

  1. Notes from our virtual training session: work responsibilities, to be responsible for something / someone, to respond to someone / something
  1. Have you heard that he’s responsible for the project! I can’t believe it! I have to respond to his request for information!
 
 

5. Which message shows an example of when it is good to use a chat message?

  1. Hi Mark, Have you got a minute? I need to talk to you about your order.
  1. Please send the goods by tomorrow at the latest. We expected to receive them last week already, but they still aren’t here.
 
 

6. Don’t be too short or too long with your message, which message is more appropriate in relation to this tip?

  1. Please help me! I need you to do this by tomorrow at the latest. It’s really important and you can’t put it off because I need the information really urgently. You absolutely cannot forget! I need this information from the project. You know? The one we are working on together.
  1. Could you please help me by sending the information by tomorrow at the latest? It is quite important.
  1. Need info. Please send asap.
 
 
 

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