Instant Messaging at Work: Helpful Resource or Productivity Killer?

Technology plays an important role in our lives, especially as it relates to our jobs. However, there are those who would question whether or not all technology is created equal. Take instant messaging (IMing), for example.

Ask a group of people, and you'll get a mixed response about what it brings to the table. Does it boost or hinder productivity? What does it tell you about the person who uses it excessively? How should companies view it: as a timewaster or timesaver? Everyone has an opinion. That's why it's important to consider the full impact of what instant messaging can mean to your company and decide if it's a helpful resource or productivity-killer.

The Cons

Information from a November 2007 survey from Associated Press/AOL shows that one in four respondents IM at work; and, of those, 79 percent often do so for personal reasons. There's the first problem. While IM may have its useful work applications, it definitely has found a place among those under 40 as a way to stay connected to friends and family, possibly causing workday interruptions.

And, interruption is a major workplace concern, according to R. Kelly Garrett and James Danzinger, coauthors of "IM=Interruption Management? Instant Messaging and Disruption in the Workplace", which was featured in the Journal of Computer-Mediated Communication. They write "...a high rate of interruption is obviously a serious issue. But even in work environments where interruption is less prevalent, it can significantly hinder productivity by disrupting thought processes and workflows, causing individuals to take longer to complete tasks."

While phone conversations and face-to-face meetings topped their list as the greatest sources of interruption, IMing is merely a substitute for other forms of communication. Plus, it's considered less personal without the face-to-face or voice component. However, there are other concerns that experts cite about the use of instant messaging.

Some say that while it's a valuable tool, it can have a viral effect. Experts warn that corporations should be concerned about the use of unsecured IMing used by employees. Companies need to ensure that their networks are safe from viruses, worms, and other safety issues. Having a written policy is a good place to start. Others believe that IMing has become a way to avoid confrontation and may communicate an air of laziness, as witnessed when people in the same room IM each other. Finally, because it's "discreet," employees can spend hours on personal chats without anyone knowing.

The Pros

Of course, instant messaging isn't always a productivity-killer. Some see it as a way to link employees who work at separate locations and improve their efficiency. In fact, half of the participants in the Associated Press/AOL survey who IM on the job feel that it makes them more productive.

But it's not just about the use of messaging by employees. Many companies use real-time communication. In fact, a 2006 Osterman Research report found that IM was being used by 93 percent of all North American companies and should reach 100 percent by this year. What do they use it for? To help online shoppers find what they're looking for, save on communication costs, serve as an application-sharing tool, facilitate real-time collaboration, etc.

Just like with any new technology, messaging is not without its supporters and detractors, as well as its good and bad points. But it's a tool that cannot be ignored. It's up to each organization to determine how they can best incorporate the technology into their work environment. Those in the know at Dataquest suggest it's merely a matter of ensuring there are "security, manageability and control features available."