E-mail losing ground to IM, text messaging

Best tool for the situation
For many young people, it's about choosing the best communication tool for the situation.

You might use text messaging during a meeting that requires quiet, Rainie says, or make a phone call to discuss sensitive subjects so there's no written record.

Still, some who've gotten caught up in the trend toward brevity wonder if it's making things too impersonal. "Don't want to see someone? Then call them. Don't want to call someone? E-mail them. Don't want to take the trouble of writing sentences? Text them," says 33-year-old Matthew Felling, an admitted "serial texter" who is also the spokesman for the Center for Media and Public Affairs in Washington.

"It's the ultimate social crutch to avoid personal communication."

But others don't see it that way. They think the shift toward IM and text is simply more efficient and convenient.

Chintan Talati, who is 28, often uses instant message with other younger peers at his work, a California-based Web site that provides automotive information to consumers. He prefers IM over e-mail. "It's a way to get a quicker answer," he says.

His baby boomer colleagues don't necessarily share that view — and often find instant messaging overwhelming.

Boyd has found much the same in her research at Berkeley.

"Adults who learn to use IM later have major difficulty talking to more than two people at one time — whereas the teens who grew up on it have no problem talking to a bazillion people at once," Boyd says. "They understand how to negotiate the interruptions a lot better."

Kirah, at Microsoft, even thinks young people's brains work differently because they've grown up with IM, making them more adept at it.

For that reason, she says bosses should go right ahead and use their e-mail — and shouldn't feel threatened by IM.

"Like parents, they try to control their children," she says. "But companies really need to respond to the way people work and communicate."

The focus, she says, should be the outcome.

"Nine to 5 has been replaced with 'Give me a deadline and I will meet your deadline,'" Kirah says of young people's work habits. "They're saying 'I might work until 2 a.m. that night. But I will do it all on my terms.'"

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