Instant Messaging
This lesson focuses on using instant messaging, including introducing yourself, stating your purpose clearly, and responding appropriately in real-time conversations.
Part 1
Pre-Reading
Answer the questions
What do you use to communicate with your friends: email, phone, text messaging?
What method do you use to communicate with a business?
What are the pros to each kind of communication?
What are the cons to each kind of communication?
Which is your favorite method? Why?
Match the words on the left with the correct meanings on the right.
service ___
part of a computer form or a document that needs to be completed
receipt ___
several tasks that lead to a result
walk through ___
a document that shows that a product has been received and paid for
process ___
to enter or put forward
on the right track ___
help, assistance
fill in ___
a plastic card used instead of cash that allows a person to buy things with a promise to pay at a later time
field ___
to help someone complete something
highlighted ___
one thing to do in a series to get to a result
pop up ___
marked or colored for emphasis
step ___
doing something correctly
credit card ___
to appear suddenly
submit ___
to complete by writing or typing
Part 2
Reading
Practice reading the instant message dialogue out loud with your teacher.
Underline any words or phrases you don’t understand.
A customer is calling River Education Books.
River Education Books, can I be of service?
Lee
Customer
I am trying to place my order online,
but I’m not sure how to do that.
I’ll walk you through the process.
Lee
Customer
Great. What do I do first?
Click on the button that reads “Order Form.”
Lee
Customer
Okay. The form popped up.
Then we’re on the right track. Fill in
the fields that are highlighted in yellow,
including your credit card information.
Lee
Customer
Okay…done.
Now click the “Enter” key.
Lee
Customer
When I did that, an address form popped up.
Fill in those fields and then click the “Enter” key.
Lee
Customer
I did that, but the address is still there.
Sometimes it takes a minute.
Try clicking again now.
Lee
Customer
It worked!
Great. The last step is to click on
the “Submit Order” button you should
see at the bottom of the screen.
Lee
Customer
I see it…it worked! I got a message that
says my order has been submitted.
Your order will be sent soon. An electronic
receipt will be sent to your email address.
Lee
Customer
Thank you!
You’re welcome.
Is there anything else I can help you with?
Lee
Customer
No. That will be all. Thank you again. Bye.
Goodbye.
Lee
Part 3
Comprehension
Read the statements below. Answer the questions.
Why did the customer contact the online customer service support at River Education Books?
Which fields did the customer have to fill out?
What was the last step in filling out the order?
What will be sent to the customer’s email address after the order is processed?
Part 4
Vocabulary Review
Complete the sentences using vocabulary from Vocabulary Preview section.
You may need to change the word forms.
How many ____________ are there in order to complete this survey?
The application submission ____________ took longer than he expected.
I’ve purchased items from this website many times, so I can ____________ the buying process.
There were so many ____________ that I wasn’t sure what to fill in.
You usually have to sign in the ____________ area on the application.
When Tom was browsing through the website, there were many online ads that ____________ on his screen.
Before she ____________ her order, Becky double-checked all her numbers.
Okay. I think I’m ____________. Let’s proceed to the next page now.
The company only accepts online payments when you pay with your ____________.
Our company always offers the best customer ____________ in the industry.
Part 5
Speaking
Discuss the following questions.
1. What do people use instant messaging for in today’s business world?
2. Is chatting more efficient than using the telephone?
3. What types of business matters require a phone call or meeting rather than a chat?
Part 6
Writing
Think of a process you follow every day, such as making a sandwich, getting dressed, brushing your teeth, buying something, etc. Write the steps to complete that process without writing what you’re describing. Read your steps aloud to the rest of the class. If you’ve been detailed enough, then everyone should be able to guess your process without you saying what it is.
Part 7
Listening
Fill in the blanks as you listen to the recordings.
A customer is calling River Education Books.
River Education Books, can I be of ________?
Lee
Customer
I am trying to place my order online,
but I’m not sure how to do that.
I’ll ________ the process.
Lee
Customer
Great. What do I do first?
Click on the button that reads “Order Form.”
Lee
Customer
Okay. The form ________.
Then we’re ____________________
the fields that are _____________ in yellow,
including your credit card information.
Lee
Customer
Okay…done.
Now click the “Enter” key.
Lee
Customer
When I did that, an address form popped up.
Fill in those ________ and then click the “Enter” key.
Lee
Customer
I did that, but the address is still there.
Sometimes it takes a minute.
Try clicking again now.
Lee
Customer
It worked!
Great. The last ________ is to click on
the “Submit Order” button you should
see at the bottom of the screen.
Lee
Customer
I see it…it worked! I got a message that
says my order has been ________.
Your order will be sent soon. An electronic
________ will be sent to your email address.
Lee
Customer
Thank you!
You’re welcome.
Is there anything else I can help you with?
Lee
Customer
No. That will be all. Thank you again. Bye.
Goodbye.
Lee
Part 8
Correspondence Building
The correspondence below is not in the right order. Cut up the strips, and then work alone or with your teacher to rearrange them into the correct order. Then read the correspondence out loud.
| a) Customer: I did that, but the address is still there. |
| b) Lee: River Education Books, can I be of service? |
| c) Lee: Great. The last step is to click on the “Submit Order” button you should see at the bottom of the screen. |
| d) Customer: I am trying to place my order online, but I’m not sure how to do that. |
| e) Customer: Okay…done. |
| f) Customer: It worked! |
| g) Lee: I’ll walk you through the process. |
| h) Customer: I see it…it worked! I got a message that says my order has been submitted. |
| i) Customer: Great. What do I do first? |
| j) Lee:Sometimes it takes a minute. Try clicking again now. |
| k) Lee:Click on the button that reads “Order Form.” |
| l) Lee: Your order will be sent soon. An electronic receipt will be sent to your email address. |
| m) Lee: Then we’re on the right track. Fill in the fields that are highlighted in yellow, including your credit card information. |
| n) Lee: Now click the “Enter” key. |
| o) Customer: When I did that, an address form popped up. |
| p) Customer: Thank you! |
| q) Lee: Fill in those fields and then click the “Enter” key. |
| r) Customer: Okay. The form popped up. |
| s) Lee: Goodbye. |
| t) Lee: You’re welcome. Is there anything else I can help you with? |
| u) Customer: No.That will be all. Thank you again. Bye. |