Thank you for taking the time to sum up the various issues that come up with IM happy clients. I agree completely with your tips and underlying premise.
Here's my .05 on the unsolicited voice call conundrum: At SJN Sales, our policy is to take any incoming client IM, or email for that matter, as a request for communication. In that light, we make phone calls, reply via email, or (for me rarely) reply by IM, assuming that the client is inviting a response and that it is up to the recipient what communications method will allow us to best serve the client. For the occasional client who seems truly IM addicted, I IM that I've left a comprehensive voicemail or email so Mr. IM will know I've responded in a timely fashion, using the method I think best suits the circumstance.
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