Text messages (chat)

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Chat - In contrast to asynchronous e-mail, chat is a tool for synchronous communication that thrives on short text messages, quick responses, symbolism, transparency and participation. In the long term, chat is a fleeting source of communication and therefore less of a reference tool.

Email - Email, on the other hand, is much more formal and closer to a letter than a text message. It is suitable for binding agreements, protocols in attachments or a longer communication exchange (thread). Thanks to the structured filing in your own mailbox, e-mail can also be organized sustainably. As a result, it provides information on projects, working groups, etc. even after many years if required.

Formulate your messages clearly but compactly. Chat is not a medium for long or convoluted sentences. Chat is for queries or mood pictures and also expects short answers as feedback.

• Mood picture - "Does anyone know where the method kit is?", "Who's coming along now?"
• Compact text - "Me!", "Yes fits!", "I agree!"
• Agreement - "1" (The one stands for agreement, so queries can be quickly identified, for example)
• Dichotomous - Ask questions that only allow two states (yes/no, true/false, long/short, etc.)

Written communication lacks a lot of information, such as the sender's facial expressions or tone of voice. To counteract this, symbols known as emojis are used in chat. Emojis are, on the one hand, emoticons, i.e. character strings that represent a symbol such as a rose. Furthermore, smileys are graphic representations of emoticons, which are supplemented by other symbols (emojis) to represent feelings and moods:

    Rose - A rose as an emoticon @}-,-`-
    Smiley emoticon - A smiley as an emoticon :-)
    Smiley emoji - A smiley ?
    Other emojis - Rose ?, Approval ??, Ticket ?

In addition to pure text messages, files such as documents or images can also be exchanged in the chat. For example, an object can be discussed in the chat in pairs or in a larger group. Whether the use of documents and images makes sense in every case or whether this use in chat creates barriers can only be clarified on an individual basis. The following points illustrate the use of documents and images in chat rather critically:

• General - Storage locations already exist for documents and images in the form of network drives. In principle, no binding documents should be stored in the chat area. Intermediate statuses from which a further version is to be developed or for which feedback is requested can be used here depending on the sensitivity of the document. However, you can also refer to the document in the network drive from the chat. This method often creates too many copies (duplicates) of different versions in different locations. It is therefore always advisable to clarify the use and other tools (e.g. in a project) before using chat areas (keyword: communication design).
• Seamless learning - Too many intermediate statuses in different locations can lead to media discontinuities and therefore be more confusing than useful. It is therefore advisable to use a single location for the development and feedback of intermediate statuses until a task is completed.
• Images - Images (e.g. screenshots) can be used to quickly share (fleeting) information. Attention should also be paid to sensitive data. In general, Cisco Webex is not suitable for file storage. Network drives (TH-internal) or Sync&Share areas are better suited for this purpose.
• Cleanup & transfer - Depending on the topic and area of text messages (chat rooms), there are persons responsible (e.g. project management, team management, etc.). These employees are responsible for the cyclical clean-up of content in chat rooms (e.g. project completion). Chat rooms and their history have a shorter lifespan than an email account (720 days).

An important criterion for the acceptance and correct use of a communication tool is not only the media richness for a communication task (keyword: rational choice of media) but also the so-called backchannel feedback. In other words, how quickly do I expect an answer to the question I have asked?

Email (slow) - Email is an asynchronous, slow medium in which a response can take 24 hours or longer. Depending on the communication task, this is a perfectly reasonable period of time.

Chat (fast) - In chat, I expect a quick response, which is reinforced by visual signals such as "read", "currently writing", "is online". With this in mind, there should (not must) always be a reply after reading. Even if this only says, for example: "Sorry, I'm busy at the moment and will get back to you later...".The chat message read clearly expects: "I'm in! I'm replying now!".

• Good to know - This point is only intended to show the different potentials between email and chat. Of course, quick e-mail dialogs or "cozy" chat topics can also be implemented. Nevertheless, in the context of communication design (team, group, department, etc.), it is also important to clarify in advance which communication tools should be used for which scenarios (rules) in order to avoid uncontrolled channel changes (from email to chat to a ticket) and confusion (where did I read/write that again?).

In addition to text messages between two people (direct messages), there is also the option of group chats in which several people can exchange information together. The following options are available with Cisco Webex:

• Direct message - Only two people communicate with each other. The exchange of messages can only be viewed by the two partners.
• Area - The use of text messages in teams or groups can be implemented with the help of areas. Areas can be set up by anyone at any time and then filled by adding other people. In such areas, everyone has the right to read messages, reply to them and create their own.
• Moderation - In addition to the creator, other area moderators can be created in areas so that an area can be customized for an individual communication scenario.
• Announcement mode - Moderated areas can also be used as "read-only" areas by activating the announcement mode. This allows top-down messages to be disseminated (e.g. deanery messages etc.).
• Teams - Several areas (moderated and non-moderated) can be combined into so-called teams so that larger projects with sub-projects or other scenarios can be implemented in this way. There are also rights/role settings here as in the context area.
• General - Each team has a General area that cannot be renamed and in which all team members are always included.
• Threads - Large areas with many topics quickly become confusing. This is why replying to a message in a thread is a good idea. Here the reply appears as a sub-item, whereby the replies to a message are displayed in a bundled form.

Due to the high level of information exchange via direct messages, as well as areas and teams, it can quickly become confusing. It should also be noted that the content in the chat is fleeting and sometimes difficult to find.

• Threads - Large areas with many topics quickly become confusing. This is why replying to a message via a thread is a good idea. Here, the reply appears as a subitem, whereby the replies to a message are bundled together. Experience has shown that this method does not establish itself, but should also be discussed and practiced in the group, team, etc. in the context of communication rules.
• Chat is fleeting - chat is a fast medium for short messages, moods and feedback. Even threads are no substitute for a properly structured email inbox or a thematic course on the eCampus learning platform (ILIAS). This point illustrates how unhelpful a detailed text (report) or other agreements are in the chat. Depending on the dynamics in the chronological chat, content quickly disappears from view.
• Automatic deletion - In accordance with the TH OWL guideline, chat content is deleted after 720 days. This information can be found in each chat area under area information (gear wheel) and there under "Show direct message line".
• Search - Due to the large number of messages, the search function can be very helpful.However, it reaches its limits if the content you are looking for was exchanged via another channel (e.g. email). Discipline and good communication design therefore always precede a fast chat room.
• Cleanup & transfer - Depending on the topic and area of text messages (chat rooms), there are persons responsible (e.g. project management, team management, etc.).These employees are responsible for the cyclical cleanup of content in chat rooms (e.g. project completion).Chat rooms and their history have a shorter lifespan than an email account (720 days).

Profile picture - Your profile picture appears in the chat area, in the telephony context and also in the web conferences/lectures area. In the initial state, this profile picture only consists of your first name and surname initials (e.g. Anton Mustermann = AM). However, a personal picture provides the participants in the conversation with a much greater insight into your person.

• Use an individual picture - Use this option by clicking on your profile picture in Cisco Webex and entering a personal picture under "Edit profile".

Online status - In Cisco Webex, a mouseover over a person shows when he/she was last active (online) and what status he/she has stored. The activity is displayed from a few minutes to several days, weeks, etc. and can be set individually. The status provides a communication partner with an initial impression of the "willingness to respond". Predefined status selections are, for example, "Home office", "On a business trip", "At lunch", "Be right back". However, these can also be individually extended with your own information such as "On vacation" or "Concentrating on work".

• Signal your status - Use this display to give your conversation partners an impression of your current availability.
• Respect the attitudes of others - Respect the status of your conversation partners, even if it includes a "Do not disturb".

Transparent actions - Cisco Webex also allows you to see who has read a message. This makes the fast medium of chat more lively, as in addition to the "read" signal, it is also possible to see whether the other party/parties are already working on replies (signal: "Replying now").

• Curse & blessing - Against this background, it can be a hygiene factor not to reply immediately. After all, the message has been read.
• Negative fictitious example - message was read a few minutes later on Friday afternoon and only replied to on Monday.
• Tip - Always consider what you want to use the chat for and what you expect (e-mail versus chat).

Personal information - Not everything belongs in the chat and can, even if not immediately, lead to long-term difficulties for individuals or an organization. Binding appointments, absences, private or sensitive personal data have no place here.

• Vacations and the like - Coordination of vacations, FZA, working hours, etc. belong in organizational processes that are often mapped using e-mails or web forms. A fleeting chat is unsuitable for this.
• Illness and private matters - Health information such as "I'm ill today" or coordination on a private situation (e.g. "I have to go to a funeral") also belong in organizational processes such as emails or forms, rather than in a chat.
• Gossiping and gossiping - This form of communication is not desirable in any medium and should not be used in chat either.

• Home - Navigate back to the home page of this documentation
• Procurement - Procuring and setting up Cisco Webex
• Telephony - Cisco Webex as a mobile business phone
• Conferencing - Cisco Webex for web conferences/lectures
• Chat - Cisco Webex for short messages
• Networking - Cisco Webex for contacts and calendar appointments
• AddOns - Cisco Webex and additional software
• Design - Planning an online event
• Kompact - Cisco Webex Dos & Don'ts