IM users to get etiquette lessons

Business people can now find out whether they should be talking to their boss using instant messaging (IM), or when the best time is to phone customers, with the help of some 21st century etiquette lessons.

The Finishing Academy - which specialises in business and social etiquette - has produced the Business and Communications Etiquette Guide in association with Microsoft, which looks at getting the best out of communications at work.

With IM predicted to surge in popularity over the next few years and web conferencing and text messaging becoming more common, the guide is touted as a way to select the most effective communication methods.

Penny Edge, managing director of The Finishing Academy in Cheshire, said business and communications etiquette is evolving as technology and social acceptance change but many of the same old principals should remain.

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She told silicon.com: "There do need to be benchmarks and rules. I think people are a bit lost with how to communicate with people."

Edge explained etiquette is about using communications methods people are comfortable with. She said: "It's really respecting the people you're dealing with."

The guide suggests the way we communicate with people evolves as we develop relationships with them, with different communication methods coming into play.

Key points from the guide include only using IM for short requests which require immediate response and using email when later discussion is needed.

The guide also suggests one shouldn't forget the phone as it is the best way to build rapport with contacts and deal with delicate issues.

It offers a warning about using humour and sarcasm, as they could be inappropriate in some business situations if you don't know the person well.

The final pearl of wisdom is to make sure people know what the best way to contact you is - for instance, making sure your IM status always says 'available' when you're at your desk and willing to chat.