Instant Messaging Video Tutorials

Basic IM Etiquette Video

This video outlines the basics of how to go about using instant messaging with an appropriate level of etiquette. For anyone who is new to using IM services, this video will help explain the basic courtesies of the virtual world and how to maintain a certain level of professionalism within the workplace. After watching this video, please consider the questions below:

Video Retrieved From: https://www.youtube.com/watch?v=_aLIhBaKpHA 

1. Why is it considered important to start an instant messaging conversation with a simple "Hello" ?

2. Why is it important to acknowledge the status/availability of your contacts?

3. Do you think this video should be shown to employees who are new to instant messaging services?

The Power of IM in the Workplace Video

This video is the ultimate demonstration of how Instant Messaging can be utilized within the workplace. It demonstrates a wide variety of capabilities using Cisco technology. Cisco Im service incorporates both standard written IMs and video conferencing making it one of the most valuable IM tools within the workplace. More businesses tend to be evolving by using technology just like this. Please take the time to watch the following video and answer the corresponding questions below (Using both your knowledge from the video and your own opinion):

Video Retrieved From: http://youtu.be/KUnzGBfdXcQ

1. How do you tell when it is appropriate to engage in a video conference instead of standard instant messaging?
2. What are the three main benefits that this Cisco service has introduced to its business users?
3. Do you feel more companies should incorporate this type of technology? Explain why.

The Ins and Outs of Monitoring IM/ Social Media in the Workplace Video

The following video outlines how real time monitoring works within businesses. It is a simplified break down of how the employee gets notified of any violations and how the administrator will be notified of exactly what happened. It explains the monitoring process and how it scans each post/search/message done over the internet. Please watch the video and consider the questions below:

Video Retrieved From: http://youtu.be/fLFZKCrZdjE

1. What dangers are introduced to a business that allows its employees to access social media and instant messaging networks?
2. How is the real time scanning done, and how does it notify the administrator?
3. What is the relevance of monitoring internet usage within the workplace?

Works Cited

Ehow. (2008, November 12). How to Use Internet Messenger Programs : How to Practice Instant Message Etiquette. Retrieved March 2, 2015, from Youtube: https://www.youtube.com/watch?v=_aLIhBaKpHA

Gwava Tv. (2015, February 19). Protect Your Organization - Monitor & Archive Social Media, IM & Web Searches. Retrieved March 2, 2015, from Youtube: http://youtu.be/fLFZKCrZdjE

Touchbase Tv. (2012, March 19). Cisco Jabber Transforms Workplace Communications. Retrieved March 2, 2015, from Youtube: http://youtu.be/KUnzGBfdXcQ

The Truth About Mobile Device Security & Monitoring

Mobile Device Security in the Workplace

How secure is your mobile device?

Picture Retrieved From:
http://escapethewolf.com/2014/09/26/mobile-device-security-part-1/

As discussed in previous blog entries, instant messaging continues to become an essential part of the business world. Many employees use company paid devices to communicate with one another, but also use the same device for personal reasons as well. It is essential to familiarize yourself and employees about the importance of security on a mobile device.

Malware attacks are becoming more common as mobile devices continue to integrate their way into our daily lives. Malware attacks, or "Malvertising", are happening when a user downloads applications and a Trojan is released into the device allowing it to intercept data through either the mobile phone network or a WiFi signal. Android devices are more susceptible as they use an open operating system where virtually anyone can design an app, or perhaps a Malware Trojan disguised as an app. These attacks can also take place through cell phone providers SMS and MMS as they act as a gateway for interception.

As devices progress into smaller and more lightweight objects for ease of access, they are also becoming easier to steal. Many users may think that having a password will protect them for most vulnerabilities, but as technology develops it becomes a lot more complex than just needing a password. Most devices also now use a "Cloud" service which wirelessly transfers data from your device to an online backup. This technology can be very useful in the event a device gets lost, broken, or stolen, but it also makes the data on the device a lot easier to intercept.

This poses a threat, not only to someone's personal information, but also to the confidential property and knowledge of businesses. 

Insider threats from mobile use

Threats are not always from an external source, there can sometimes be insider threats within a business as well. An employee with a mobile device from the company can download mass amounts of confidential information and disrupt internal communications. Although most companies tend to have a Data Loss Prevention system in place, it too could also be corrupted. 

These threats could be either intentional, or completely unintentional. Unintentional threats could result from the user being uneducated about the developer of an application they have downloaded onto an information sensitive device. They could also be communicating with people they believe to be business contacts, but in fact are hackers trying to obtain sensitive information. With the development of technology in the workplace, most people are unaware of how their devices actually work and assume they are automatically secured. 

Picture Retrieved From:
https://www.esoftload.info/wp-content/uploads/2014/05/monitoring-workplace.jpg

IM & Internet Monitoring in the Business World

1. Nearly two thirds of companies monitor employee communications and internet browsing.
2. Companies are not legally required to inform employees that they are monitoring them.
3. Businesses rarely state an exact list of what is considered to be an acceptable website.
4. All messages are monitored as long as company equipment and/or company email is being used, regardless if you are using your personal email on the company networks.
5. Companies do monitor outside IM services, such as face-time, as the threat posed by the services continues to surface.
6. Working from home is no exception to monitoring if you are connecting to company networks or using company computers. Your personal files on the computer are monitored and scanned by the company as well.
7. Companies can find deleted browser history items and monitor how you are using their systems regardless of whether you think you have deleted the evidence or not.
8. Employers must follow the law when it comes to personal privacy, but only to a certain degree.
9. Companies can and do fire people for having bad internet habits.

What you can do after reading this entry!

1. Think about how these concepts and facts apply in your daily personal and work life.
2. Think about the equipment you use at work and how you could be being monitored.
3. Ask your employer about how they monitor technology usage.
4. Consider what you could do to prevent inappropriate use or infiltration of company information.
5. Make sure to continue using IM and other forms of communication professionally!

Bibliography

Escape the Wolf. (2014, September 26). Mobile Device Security. Retrieved February 25, 2015, from Escape the Wolf: http://escapethewolf.com/2014/09/26/mobile-device-security-part-1/

Grahn, D. P. (2014, November 12). Mobile Device Security in the Workplace: 6 Key Risks & Challenges. Retrieved February 25, 2015, from Focus: http://focus.forsythe.com/articles/55/Mobile-Device-Security-in-the-Workplace-6-Key-Risks-and-Challenges

Singh, A. (2014, May 27). Monitoring-Workplace. Retrieved February 25, 2015, from SoftLoad: https://www.esoftload.info/wp-content/uploads/2014/05/monitoring-workplace.jpg

Tynan, D. (2004, October 6). Your Boss Is Watching. Retrieved February 25, 2015, from PC World: http://www.pcworld.com/article/118072/article.html

Implementation of IM Service & Policies

It is essential that employers first analyze whether or not an IM service would be beneficial or detrimental to their business. It ultimately depends on the size of company, the type of business, and the locations where the business operates. IM services can increase company efficiency, however if there is no need to communicate instantly with other employees, the service may only serve as a distraction which would decrease efficiency levels.

Employers should also take into account the repercussions of misusing IM services in regards to applicable laws, security, privacy and any vulnerability it may include.

Employers should decide upon one standard IM service that they will allow their employees to use for work purposes. This service should only be used on work devices, that way it can be monitored and archived. An IM service also ensures that it is easy to reach everyone consistently and that all data being exchanged is tracked for later use should the company have a need for it.

Employers should not be the only ones educating themselves about the service, but they should also be educating their employees as well. Everyone using the service should be aware of the risks. Employers should be responsible to provide proper training for employees and create a policy for employees to refer to in the event they may be unsure about any given situation with the IM service. The policy should outline :

Picture Retrieved From: http://www.techtricksworld.com/guide-finding-best-internet-security-software-packages

• Proper language
• Formatting for messages
• Contact time restrictions/ constraints
• Personal use
• Sending sensitive information
• Cyber bullying/ harassment
• Define penalties for breaching
• Include the company code of conduct
• Inform of archiving every message
• Laws and privacy concerns

Employers should also regularly update their IM service in order to keep up 

with regular maintenance in regards to encryption. It is important to do this in order to prevent hackers from accessing the service in order to obtain sensitive or confidential information. This exchange and interception of information could result in a law suit against the company, so it is important to ensure the network is always secure.

These are the main things to consider upon implementing an IM service and policy within your business. It is very important to educate your employees and have policies in place to outline how instant messaging should be used in order to make sure that your company and its information is protected.

Questions to consider:

What should the penalties be for employees who are breaching the IM policy?

What should be the main factor in determining whether or not to implement an instant messaging service?

Is the service worth incorporating with the potential damage it could cause?

Works Cited

Alexander, P. (2005, December 11). Creating an Employee IM Policy. Retrieved February 17, 2015, from Entrepreneur: http://www.entrepreneur.com/article/81594

Alexander, P. (2005, November 13). Should Your Business Use Instant Messaging? Retrieved February 17, 2015, from Entrepreneur: http://www.entrepreneur.com/article/81050

Team, T. E. (2014, December 11). A Guide to Finding the Best Internet Security Software Packages. Retrieved February 17, 2015, from Tech Tricks World: http://www.techtricksworld.com/guide-finding-best-internet-security-software-packages/

Instant Messaging Etiquette Tips

Instant Messaging Etiquette Tips

1. Be Professional

It is very important to maintain professionalism when using an IM service. You should have an appropriate display picture and screen name in place to ensure you are not portraying yourself in a way that could easily be misinterpreted. Your status should always reflect your availability; it is not proper etiquette to appear busy in order to deter co-workers from messaging you. It is also important to reciprocate the help you are receiving by being open to assisting others opposed to only asking for things from other people. Another key point in using IM professionally would be to respect the working hours of the receivers and to be mindful of the time of day at which you are sending messages.

2. Design your Messages Effectively

Picture Retrieved from: http://www.businessproductivity.com/instant-messaging-etiquette/

The messages you are sending should be clear and concise. They should outline the request you are making and set clear expectations as to what you are expecting from the receiver. It is also important to ensure that a time frame is given on when you expect them to have the work completed by is easily identifiable. Instant messaging was designed to be a short message service, so it is okay to send simple messages and omit any unnecessary information that would make it lengthy to read.

3. Be Mindful of What You Say

Ensure that you know who you are speaking with when using the IM service. There have been many instances where a person's message or sense of humour has been misinterpreted due to a difference of cultural differences. When using slang terms in a message, the recipient may not be aware of what you truly mean and could take it to have a different meaning entirely. Be mindful of the jokes you are making as well for they could offend someone and have serious consequences. Although emoticons can help to lighten a joke, an overuse of them will result in a lack of professionalism.

4. Convey the Message with the Proper Tone

Picture Retrieved from: http://www.businessproductivity.com/instant-messaging-etiquette/

Never send a message when you are angry or upset. This creates a negative atmosphere and only makes a situation worse. It is hard to have an argument resolved through instant messaging as these issues are typically easier to work out in person. It is also important not to be sarcastic as it does not demonstrate professionalism and could ultimately lead to getting in trouble. IM services are implemented into businesses to get work done quickly and to get straight to the point, but be careful not to interpret someone saying they have to get back to work as a negative comment, remember that this is what the service is for. Assume all company messages are monitored.

5. Revise Your Messages Before Hitting Send

Make sure you revise your messages before hitting the send button. Once a message has been sent, it cannot be recalled. You should always double check your messages for spelling, grammar, and also to ensure that your point is clear and concise. Use the 3x3 Process whenever writing a message to make sure that you have covered all of your bases. With evolving technology being integrated into the workplace, people are being judged based on their writing skills so it is extremely important that you represent yourself professionally.

Picture Retrieved from: 

http://www.worketiquette.co.uk/office-gift-giving-etiquette.html

Follow this link in order to take a quiz to determine what your current technology etiquette level is: http://www.worketiquette.co.uk/office-gift-giving-etiquette.html

Works Cited

IT Business Edge. (2015). Nine Instant Messaging Best Practices. Retrieved February 9, 2015, from IT Business Edge: http://www.itbusinessedge.com/slideshows/show.aspx?c=92347&slide=8

Johnston, S. (2011, November 14). Best practices for instant messaging. Retrieved February 9, 2015, from Business Productivity: http://www.businessproductivity.com/instant-messaging-etiquette/

Lonsdale, M. (2010, July 21). Questionnaire: Technology Etiquette in the Workplace. Retrieved February 9, 2015, from Work Etiquette: http://www.worketiquette.co.uk/office-gift-giving-etiquette.html

Mary Ellen Guffey, D. L. (2013). Business Communications - Fourth Brief Canadian Edition. In D. L. Mary Ellen Guffey, Business Communications - Fourth Brief Canadian Edition (pp. 152-156). : Nelson.

The Pro's & Cons of using IMs in the Workplace

The Pro's of using IMs

Picture retrieved from:

Guerrilla Online. (2009). 

Instant Messengers in Guerrilla Marketing. 

Retrieved February 4, 2015, 

from guerrilla online: 

http://www.guerrillaonline.com/cs/

Instant-messengers-in-Guerrilla-marketing-37.htm

Allows for real-time communication

When companies implement an instant messaging service as a form of communication between their employees they are ultimately improving their level of efficiency. IMs allow quick conversations that enable employees to seek out assistance in a timely manner. This also helps to eliminate certain language barriers that may be caused by strong accents. Since becoming part of the workplace, IM has improved customer service levels drastically and enables representatives ability to access information significantly easier. There is no delay in response when seeking assistance from another department or representative as everything is done in real time. With these applications you can also see when your message has been sent, if it has been received, and also if the receiver is typing a message back. With this real time communication, it is also easy to get clarification instantly if there should be any miscommunication or misunderstanding.

Connect Instantly with Team Members, Regardless of Location

Group IM conversations are quickly phasing out the need to get stuck in lengthy conference calls. A main benefit of IM in the workplace is that all conversations are automatically documented and can be referenced at a later date, unlike a phone call. Information can be more readily shared using this method of communication as it allows team members to share their knowledge while collaborating their different ideas. 

Companies are constantly expanding and are even implementing employees who will work from home to save on expenses. IM assists these types of business' with remote trouble shooting and provides immediate assistance to these employees.

Saves on Company Expenses

When companies use IM, they are saving on many different types of expenses which ultimately improves their overall revenue. Due to the ability of being able to communicate remotely, they are conducting their meetings, presentations and conferences online which saves them money on phone calls and travel expenses. IM also take up less space in a server than emails do, therefore companies are able to save space and money while communicating more effectively. The ability for employees to work out of their houses is extremely beneficial to a company as work spaces can often be pricey to lease or buy. Instant messaging assures the company that they can continue to be effective and consistent when selling their products/ services regardless of the fact they cannot be face-to-face with their employees.

The Con's of Using IMs

Employees use IMs for Personal Use

The problem associated with IM has arisen where employees are not properly utilizing the IM system and are instead using it for personal reasons. This causes IMs to be harmful to the company opposed to benefiting it the way they were originally intended to. When employees spend time messaging with each other to have personal conversations, they become distracted from their work which lowers the efficiency and effectiveness of the overall business. There is also the potential issue of inappropriate behaviour and conversations being had through this system which leads to issues that could endanger the job of an employee or the legal standing of a company. Although the company may monitor these conversations, they may be likely to miss certain messages depending on the size of the company and the number of employees using the service.

Picture retrieved from:
http://kb.kerio.com/product/kerio-connect/instant-messaging/
configuring-instant-messaging-in-kerio-connect-1403.html

Instant Messaging Poses Security Threats in the Workplace

When working with customer identification it is possible for the information to be intercepted by hackers. The hackers will most likely use this intercepted data to commit identity theft or other means of criminal activity which can lead back to the company from which it was intercepted. Confidential company information can also be exchanged through this line of communication which greatly increases the probability of an information leak. The information could be leaked to another company or even another part of the business before it was intended to be officially stated. There are many security risks to consider when working with IMs that could actually harm both the company as well as its clients.

The Cause of Many Potential Legal Issues

Although all information being exchanged is automatically documented, this could be problematic for a company depending on the information that is being sent. These documented conversations could be used in a court case to prove the exchange of customer or company information that does not comply with the law or Business Standards Act. There is the potential for discriminatory or prejudice conversations to take place between employees which could lead to a law suit for the company as well. It is extremely important to remember to remain professional whenever using IM, especially in the work place in order to ensure that these issues do not arise.

Questions to think about:

• Do you think that instant messaging would be considered more beneficial to a company or more detrimental ?
• Does it make sense to replace conference calling with instant messaging groups?
• Should the threat posed by the potential legal and security issues of the company prevent the implementation of IM all together?

Bibliography

Frost, S. (2015, January). The Cons of Using IMs in the Workplace. Retrieved February 4, 2015, from Small Business by Demand Media: http://smallbusiness.chron.com/cons-using-ims-workplace-11858.html

Guerrilla Online. (2009). Instant Messengers in Guerrilla Marketing. Retrieved February 4, 2015, from guerrilla online: http://www.guerrillaonline.com/cs/Instant-messengers-in-Guerrilla-marketing-37.htm

Lucakova, V. (2015, January 5). Configuring Instant Messaging in Kerio Connect. Retrieved February 4, 2015, from Kerio Knowledge base: http://kb.kerio.com/product/kerio-connect/instant-messaging/configuring-instant-messaging-in-kerio-connect-1403.html

NFIB. (2010, September 29). The Benefits of Instant Messaging for your Business. Retrieved February 4, 2015, from NFIB: http://www.nfib.com/article/the-benefits-of-instant-messaging-for-your-business-54733/

Scott, S. (2015, January). The Pros of Using IM in the Workplace. Retrieved February 4, 2015, from Small Business by Demand Media: http://smallbusiness.chron.com/pros-using-im-workplace-10534.html

What is IM and how does it relate to businesses?

Picture Retrieved from: 

Pixgood. (2015). Pix for > Instant Messaging. 

Retrieved January 26, 2015, from Pixgood:

 http://pixgood.com/instant-messaging-icon.html

What is Instant Messaging?

Instant messaging can be defined as the instant exchange of messages in real time between two or more people through the use of various devices. These devices may include PDAs, mobile phones, laptops, etc. The term instant message is often abbreviated to IM. Anyone using IM services can have multiple conversations with different people at the same time. Typically for IM to work, both users must be online at the same time, but as technology has evolved, this is no longer the case when it comes to using the service on cell phones.

How does Instant Messaging Work in the Workplace?

Picture Retrieved from: Tech Genie. (2015). How to use instant messaging and video.
Retrieved January 26, 2015, from TechGenie:
 http://news.techgenie.com/technology/how-to-use-instant-messaging-and-video/

Text messages and IM are often sent within a few seconds using a short messaging service (SMS) which is made available by cell phone service providers. This technology has become increasingly popular as it was first used by teens then became integrated into the work place. The benefits of using IM are that they enable everyone to stay in contact and up to date whether it involves meetings, projects, consultations, or events. 
The majority of people who use text messaging have developed short forms for most words in order to speed up the process which enables them to become more efficient. The issue with these short forms, is that they represent poor communication skills and may sometimes be interpreted in the wrong context.

How is IM Changing the World of Business?

In a business communication is key. Any form of communication that is sent should be concise and conveyed in a way that leaves no room for open interpretation. As IM becomes a more crucial part of businesses, it presents several dangers to both the company as well as it's employees. As technology evolves, it is important to be aware that the laws governing that technology will also evolve as well. Just because you are not having a face-to-face interaction with the person you are communicating with does not mean that you should lack a certain level of professionalism which often seems to be the case with IM.
Most people do not realize that the majority of professionals will judge a person based on their writing skills since most communications are now done through email, IM, text, blogs, etc. It is important to maintain a professional demeanour regardless of the means of communication.  

A Few Questions to Consider:

• Do you think that it is acceptable to use abbreviations when using IM in the workplace?
• Should business' educate their employees on the dangers of IM before allowing them access to the application through workplace devices?

Please comment as to why you believe it is important to maintain a certain level of professionalism when using IM.

Works Cited

Pixgood. (2015). Pix for > Instant Messaging. Retrieved January 26, 2015, from Pixgood: http://pixgood.com/instant-messaging-icon.html

Rouse, M. (2008, January). Instant Messaging (IM or IM-ing or AIM). Retrieved January 26, 2015, from Search Unified Communications: http://searchunifiedcommunications.techtarget.com/definition/instant-messaging

Tech Genie. (2015). How to use instant messaging and video. Retrieved January 26, 2015, from TechGenie: http://news.techgenie.com/technology/how-to-use-instant-messaging-and-video/