Answer to Question 1
Answer: Although instant messages are often conceived, written, and sent within a matter of seconds, the principles of the three-step process still apply, particularly when communicating with customers and other important audiences. Except for simple exchanges, take a moment to plan IM conversations in much the same way you would plan an important oral conversation. A few seconds of planning can help you deliver information in a coherent, complete way that minimizes the number of individual messages required. As with email, the appropriate writing style for business IM is more formal than the style you may be accustomed to with personal IM or text messaging (see Figure 6.6). Your company might discourage the use of IM acronyms (such as FWIW for for what it's worth or HTH for hope that helps), particularly for IM with external audiences. The only task in the completing stage is to send your message. Just quickly scan it before sending, to make sure you don't have any missing or misspelled words and verify that your message is clear and complete.
Answer to Question 2
Answer: FALSE
Explanation: The potential drawbacks of IM include security problems (computer viruses, network infiltration, and the possibility that sensitive messages might be intercepted by outsiders), the need for user authentication (making sure that online correspondents are really who they appear to be), the challenge of logging messages for later review and archiving (a legal requirement in some industries), incompatibility between competing IM systems, and spim (unsolicited commercial messages, similar to email spam).
The process of osmosis.
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