Customer Service and Communication

¶ … Instant Messaging

There are several advantages to instant messaging. One of the primary advantages is that people can instantly communicate simultaneously with a multitude of people. A secondary advantage of instant messaging is that, while offering immediate communication, it also provides people with enough lag-time to formulate thoughts or opinions before interjecting them into a conversation. In addition, because of the written format of the conversation, it is impossible to hear part of a conversation incorrectly, making instant messaging an effective way to gain information.

However, there are also drawbacks to instant messaging. Although it allows for instant communication, it deprives the users of the emotions generally associated with other forms of instant communication, such as personal interactions and the use of the telephone. Therefore, while the objective terms used in instant messaging are clearer than in other forms of instant communication, the subjective component of the conversation is more difficult to interpret. To deal with this, frequent users of instant messaging systems use emoticons, symbols which express the emotion of the user, to delineate the emotion behind certain statements. While useful to a point, emoticons only reflect the emotions the user is willing to show, not necessarily the emotions the user is actually experiencing. In addition, like all computer and telephone communications, even the most secure instant messaging system is vulnerable, which means that such conversations are not truly private.