How can the three-step process be adapted for successful IM?

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:
1. Planning instant messages: 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.
2. Writing instant messages: 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. Your company might discourage the use of IM acronyms, particularly for IM with external audiences.
3. Completing instant messages: 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.