5.9: Electronic Communication: Text, Instant Message, and Direct Message

Texts sent over Short Message Service (SMS) have been a convenient way to connect with others since the early 2000s. At first, many skeptics didn’t think the practice would catch on. English teachers who had struggled over and over to get their students to write anything never expected that those same students would choose to write when they could just phone someone.

Those English teachers were wrong.

In fact, so many users preferred text over speech that software developers began building their own versions of text-based communication. These messaging technologies operated over the internet rather than over SMS channels. Communication apps like Slack, WhatsApp, iMessage, and WeChat offer Instant Messages (IMs) as their primary feature. Other social media apps like Instagram, Twitter, Snapchat, and Messenger offer Direct Messages (DMs) as a side feature. Even the text function on many Smartphones now defaults to Multimedia Message Service (MMS) as a way of trying to keep up with software developers. Because MMS is web-based, texts allow a rich set of communication functions such as real-time group chats and image sharing.

Expectations around the appropriate use of texts, IMs, and DMs are subject to change as the technology and social use of that technology evolves. For instance, at the time that this is being written, IM apps like Slack are a standard communication channel in professional organizations. The expression “sliding into someone’s DMs,” on the other hand, carries a much more personal–and unprofessional–implication. For this reason, you must always consider your audience and context before choosing your words. Put careful thought into choosing the appropriate channel as part of shaping your message.

Tips for Effective Messaging:

  • Know your recipient. “% off 1k for Z???” might make sense to a close co-worker, but if you are texting your supervisor, it looks clearer and more respectful to type out, “What percentage discount does Zayneb get on a $1K order?”
  • Avoid emojis. Tiny images in texts can create an adorable, hilarious, and even economical message. However, emojis can easily be misinterpreted. Even if their meaning is clear, emojis are informal signs in communication and are better reserved for social messages or a personal audience.
  • Re-read before clicking “send.” Texts, IMs, and DMs are designed to get us messaging very quickly. That can be a trap. There is no tone of voice or facial expression with these channels, so the intentions behind our word choices are at a higher risk of getting lost along the way. Writing a text, IM, or DM is no different from any other writing process. Think first about what you want to say, draft it, leave it for a minute or so, then re-read it, edit it, and only then hit send. It may feel like a lot of work, but once you hit send, you can’t take it back!
  • Use with restraint. Texting is a tool that is easily over-used when we mix professional communication with social technology. We may get a spike of “feel-good” dopamine in our brains when we hear the “ding!” of a message notification, but you should only use messages when you need to. Be careful not to cross boundaries by messaging too often or at inappropriate times of day or night.
  • Unplug yourself once in a while. Do you feel constantly connected? Do you feel lost or left out if you don’t have your cell phone and cannot connect to people, even for fifteen minutes? Fear of missing out (FOMO) is real. It’s a more powerful cultural force than ever before. Remember, protecting your personal space and peace of mind is a crucial part of mental health.
  • Don’t text and drive. Research shows that the likelihood of an accident increases dramatically if the driver is texting behind the wheel (Houston Chronicle, 2009). Being in an accident while conducting company business would reflect poorly on your judgment as well as on your employer (Business Communication for Success, 2015, 9.1).

Key Takeaway

key iconProfessionalize your use of rapid electronic communication such as texting and instant messaging so that you can assume a competitive advantage throughout your careers.

Exercises

1. Write out your answers to the following questions:

i. How old were you when you got your first mobile phone?
ii. When did you send your first text?
iii. How many texts do you send per day, on average, now?
iv. How many times do you speak on the phone with the same device, on average, throughout your day? If you call (or receive calls) far less than text, why do you think that is?
v. Is the first thing you look at when you wake up in the morning your smartphone notifications, and are they the last thing you look at before you go to sleep at night? If so, why? If not, why do you think it is for so many people?
vi. Do you think it’s fair to say that your smartphone use can be characterized as an addiction? If so, how is it impeding you from living a more healthy and fulfilling life? Is there anything you are prepared to do about it? If not, do you see it as a problem for people around you? Do you challenge them on it? Do you find it a challenge to discipline yourself to prevent it from being an addiction in your case?

2. Identify three ways that you must change your texting and IM behaviour in professional—rather than purely social—contexts.

 

 

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5.9: Electronic Communication: Text, Instant Message, and Direct Message Copyright © 2024 by Southern Alberta Institute of Technology (SAIT) is licensed under a Creative Commons Attribution 4.0 International License, except where otherwise noted.

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