Instant Messaging Equals Instant Information

By Matt Krumrie, Star Tribune Sales and Marketing

Last update: October 6, 2005 - 11:00 PM

Tom Smith, president and CEO of Optimum Mortgage Services, Inc. (OMSI) in Eagan, says employees in his office use instant messaging (IM) on a regular basis. Like e-mail, it's another fast, efficient form of communication. It helps his employees get fast answers to questions, and it saves money on long-distance phone calls to outstate offices.

Steve Rothberg, president and founder of Minneapolis-based collegerecruiter.com, works with a number of key partners via IM. When he needs to exchange information quickly, it's a fantastic tool, he says.

"I frequently will be speaking with a customer by phone or trading e-mails with them while, at the same time, instant messaging with a key vendor who we would use to deliver some of the services should I close the sale," says Rothberg. "Because I am able to access information immediately, I'm able to close far more sales in far fewer calls."

Like e-mail, instant messaging can be a problem when abused. That's why Rothberg says employers must have policies in place – like they do with e-mail – that monitor instant messaging. Smith says OMSI has a complete IT policy that is enforced, and periodically the IT manager will scan all computers for usage. Smith also reminds employees that they still need to use traditional communication methods, such as phone calls and meetings.

"Technology is great and we need to embrace it, but at the same time, especially for our business, there has to be some personal touch made with the customer," Smith says.

Managers shouldn't worry so much about who is using IM. Instead they need to worry about objectives, says Sharon Jordan-Evans, workplace expert and executive coach. Let them achieve those goals in their own unique ways and in their own time, she says.

"Today's workers have low tolerance of micro-managers, endless rules and short leashes," adds Jordan-Evans, co-author of "Love 'Em or Lose 'Em: Getting Good People to Stay." "If you fail to give them freedom they'll find someone who will. Allow your good workers to use technology (like IM) as they wish – as long as they get the job done."

Matt Krumrie is a freelance writer from Inver Grove Heights, MN, and has seven years of experience reporting on the employment industry. The first Sunday of each month this column will answer readers' questions. E-mail questions or subject ideas to askmatt@startribune.com.

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