Set the right tone for IM!
When instant messaging with a consumer, use the same etiquette that you would use with a boss or supervisor.
Use a professional, work-only screen name (not something like "KypsGrrrrl99"). That will help you keep your list of Contacts/Buddies separate, too, so you won't be interrupted by Buddies trying to chat while you are working.
Avoid slang and IM acronyms like "How r u?" or "LOL." Use proper English, complete sentences, and don't forget to include punctuation.
Keep it brief and keep it appropriate. Other than an initial greeting and goodbye, keep the content of your chat messages focused on work-related issues. Remember that the consumer is not the only person who can read your chat messages. They could be visible to other students, the professor, the tech people, or your supervisor.
People understand that no response means "I'm busy." If a reader tries to ask you about the weather or what you're wearing, you're under no obligation to respond to those questions. If you really feel you need to respond, you could write, "Sorry, I'm busy setting up for class." You could also change the subject, by asking them to adjust the microphone settings or to remind you what today's class topic is.
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