Research Report

Instant Messaging
Implementation into UTEP English/Composition
Courses

Abstract
An Instant Messaging system is being proposed for implementation into freshman
level English and Composition courses at the University of Texas at El Paso. This
system is not a replacement service, but an addition to help foster learning and
development for students making the transition into a college classroom. Sources
used help make the point that technology is already a large part of the college
experience so this would not be a large departure from what is already in place, yet
will focus on a different aspect of the students experience altogether. Students will
be able to communicate in real time with writing tutors and address basic questions
they may have. There are some discussed drawbacks to implementing a system like
this such as security, however the benefits of this system largely outweigh any
possible issues that could arise.

Introduction
Instant messaging (IM) is an application allowing for real time communication to
occur between two or more parties. This differs from e-mail in that each message
sent is expected to be responded to in a rapid fashion, meaning that questions and
concerns can be addressed immediately provided that both parties commit to the
hellp chat session. IM has largely been used for social purposes, however there is a
growing push for its incorporation into the workplace, and specifically here, into
college classrooms. Rapid communication is expected in this technological age,
however in the field of college courses, there can be a real benefit to this. Students
have questions, especially in first entering into a discipline. IM may be the solution
to better answering these questions.
There is much room for providing assistance for those who are new to a specific
discipline, and would benefit from interacting with an expert in the field for
clarification and answering questions. An example would be tech support on a
website aimed at providing a section on the site for users to communicate with a
representative for both tailoring down their needs to specific questions concerns.
The representative in this area because they are the authority in this situation,
while the user would be the technical communicator.
One specific area in which comprehension of concepts is crucial is in schooling,
particularly at the University level. Freshman students often enter college with
some knowledge of the classes they will be taking, but some confusion on how this
work will be more focused and differ greatly than what they have learned prior.
English and Composition students may have an idea of how to structure a basic
essay as this was covered in high school. However, they may encounter confusion
in learning how their work must establish credibility, cite sources, and follow an
overall format like APA, MLA, or Chicago. When these new students are required to
construct work for their basic English classes, lack of knowledge on how to account
for these aspects can lead to a detrimental misunderstanding of what is needed to
perform well at the college level. Thus, an IM system will be discussed for
implementation at the University of Texas at El Paso for a trial basis. The goal is
helping these students with understanding concepts in their English and
Composition classes more efficiently. They will be able to interact with an authority
in these fields, a tutor knowledgeable in the english and composition fields who can
help to establish more confidence in the overall work of the student.

Methods
The research collected will be a pool of sources, particularly academic journal
articles on the benefits and known detriments of instant message systems, as well
as sources highlighting how smoothly this system can be integrated into a
professional or educational setting based on prior experience.

Results
The results of the research discuss instant messaging as a whole, in order to better
establish how the system can best benefit this specific student population. Included
are the pros, cons, methods on how implementation can be done correctly. Instant
messaging is already being used, especially in an educational context, so there is
much real world information to apply.

Research
Something important to establish and discuss before working to implement a
system like this is what has come before. In order to develop something that can
benefit students, it is essential to focus in on what is needed is to identify what
already works and what does not. Specifically:
How is instant messaging currently being used?
What are the pros and cons of instant messaging in a professional setting?
How must the system be designed in order to efficiently benefit the student base
who will be using it - Interface design
There is also a need to look into what has been gathered on instant messaging in
terms of allowing easy usage. Since the demographic for this system would be
English and Composition students who may be struggling to learn some of the
content being given to them in these classes, learning to use this system should not
be an added on difficult task. There is a responsibility to make this help chat as
straightforward and familiar as possible.

Instant Messaging in a Professional Setting Today

The
Journal of Computer Mediated Communication
looked at IM in a professional
setting and reported their findings. (2011) It was stated that
Instant messaging in the
workplace simultaneously promotes more frequent communications and reduces
interruptions.
A frequently highlighted idea here is that in incorporating instant
messaging into ones professional, in this case educational routine, makes it a
regular part of the day. The worker learns to communicate with others on a
technological level, ultimately saving time. It was also found that this rapid
communication and level of information exchange enhances the users
understanding of content, since they are forced to focus on the way they structure
questions in relation to what they understand/do not understand about the
content.

How can technology be incorporated in an educational setting?

The answer to this question is that it already has been. Students have been using
learning spaces like the ones being discussed all around the world. One extremely
relevant aspect to incorporate is that college students, even newly joined ones,
likely have a high proficiency in technology and social media.
Universities, even smaller ones, operate with having thousands of students actively
enrolled each year. The only way to keep this large number of students accounted
for is to use technology for separating each individual into a stored record
containing their credits, financial tuition information, current and past classes
taken, as well as their standing as a student at the university in general.
Narrowed down, most 25-30 person courses function by students having access to
computers in the classroom from which to work and access information. Libraries
on college campuses are largely made up of an amalgamation of books and online
resources that can be accessed by directories and catalogs on the library
computers. It is heavily stated that the average college student encounters
technology on a daily basis during their average school week.
There is certainly not thought to be any slowing down of technological
incorporation into universities, which is something that can be taken advantage of,
both to foster the students learning, but also to aid in what they may not
understand about this learning process.

Implementation of IM in Education
Simply put, universities rely heavily on students using technology to learn. This
needs to be used as an advantage and purposed with the intent to add to the
students learning. Since college freshman are used to a learning structure based
within textbooks and handwriting, stepping into a university can be jarring because
of a class structure largely dependant on submitting and doing their work using an
online collaborate such as Blackboard. However in having to adjust to this system,
they must also learn to work from a college level, which can be difficult. Thus in
using something they are familiar with like IM, the students will feel more
comfortable asking questions related to their work.
The University Writing Center (UWC) at UTEP can be an effective place to integrate
this Instant Messaging system further. This would ensure that 1) the authority
answering the students questions would be knowledgeable consultants at the
center and 2) Students had access to the Instant Messaging system on a daily set
schedule that would be available all week from 9am to 4pm. The center would
adopt this service into the list of ones they already offer to students.

Is IM Implementation Warranted?
The difference between IM and actively tutoring the student is crucial. These
students may already have an idea of content they wish to include in a piece of
work, however may simply have a question about referencing, in text citations, or
formatting acceptably for an English or Composition classroom. The student may
not have time to set up an appointment for an online tutoring session, nor have
time to come for a walk in session at the center. In this instance they would be able
to send an IM to a consultant at the center and have a quick, consolidated
discussion about their concerns with a professional that can give them a sound
answer.
Of course there will always be a broader benefit in being able to attend a proper
tutoring session, however college life as a freshman is fast paced and rigorous.
Thus an IM system such as this may be able to benefit, as students can address
concerns immediately as they arise, and lessen the interruptions in their writing
process.
An important note is that the IM service is to be used for help regarding quick
concerns, not content questions. It will be at the discretion of the consultant
whether or not the student needs to come in for a tutoring appointment based on
the type of question-answer session that takes place within the instant messenger.
Instant Messaging would be the further evolution of what a university can offer to
its students in their college learning careers.

Weaknesses to IM Systems
For all of benefits afforded by Instant Messaging systems in an educational
framework, there are few but nevertheless existent drawbacks. Students may at
first equate this type of application with a conversational tone, since their
knowledge of IM likely comes from social networks and texting. Thus, it will need to
be stressed that even though the channel of communication is similar, linking it to
an academic setting mandates a professional tone to be used at all times. Students
may have to adjust their online conversational tone to fit this, but this should not
be a large issue.
Another possible drawback would be security. Incorporating an open channel of
communication for students can sometimes simultaneously open them up to
possible interference from outside channels. However, with the universitys already
stable protection and confidentiality system, this should be a non issue.

Interfacing for a Strong Network

The drawbacks discussed in the previous section can be countered with a strong
design and interface. Creating an instant messaging system with a strong network
requires:
a secure channel to operate within
a system that fosters communication, rather than simple information exchange
a clear display window for said communication to take place, as well as a
notification function
reliable access on both sides of the conversation
All of this falls within the parameters of interface and database designing, as well as
ultimate usability. It is a monumental task to create an application like this, but it is
just as important to ensure proper design requirements.

Security
The security aspect of instant messengers needs to ensure that technical
communicators (the students) are able to interact with experts in a safe manner,
where both their work and their classified information will stay safely on their own

computer. Most instant messengers can only be accessed by a login system to

authenticate the user each time they wish to communicate via this platform.
Communication
Establishing that actual interaction and discussion is able to take place between
students and the help chat service can be fostered easily. A notification and alert
system must be in place so that communication is able to take place quickly and
consistently, without connection being interrupted by other tabs and applications
that are open.
The help chat system also needs to allow for messages to be sent between two
individuals, but also allow for messages to be sent with more than two individuals
in the event that a group needs access to the IM.
One thing to keep in mind is that the IM system can always be altered and
improved based on what needs are presented once it is adopted for a trial run.

Conclusion
Technology is already a part of the college course system. It is used daily.
Implementation of an IM system for English and Composition course aid can both
act as a way to add to new college students learning while they make the transition
into these classes as well as act as a test for implementation of IM into other
courses throughout UTEP.
As with any system, there are drawbacks, however with proper security measures
and interface design, the messenger can perform at a high level and overcome
these commonly seen issues.
The system is not being offered as a replacement to anything, simply an added
service to be installed into the Universitys services. Implementation makes most
sense when regulated and operated by UTEPs Writing Center. This ensures the
most quality functioning of the service.
In the event that the University cannot allocate budgeting for creating a system,
there are always readily created systems already offered that that can be looked
into and used.
This is something that can be discussed and implemented on a semester long trial
to see if it warrants full backing, however the best part of this IM proposal is that it
is low stakes. It is something that can be a benefit to many first year students in
adjusting to their new English and Composition courses, while not posing harm to

any systems already in place. If it can help certain students learn more efficiently, it
is seemingly worth a shot.

References
Broida, R. (2010).
Does Instant Messaging Make You More Productive?
Retrieved from
http://www.cbsnews.com/news/does-instant-messaging-make-you-more-productiv
e/
Farmer, R. (2005).
Instant Messaging: IM Online! RU?
Retrieved from
http://er.educause.edu/articles/2005/1/instant-messaging-im-online-ru
Firuta, J. (2015).
IM Based Live-Chat vs Dedicated Chat Software.
Retrieved from
https://www.livechatinc.com/kb/im-based-live-chat-vs-dedicated-chat-software/
Lauricella, S. (2013).
Exploring the use of text and instant messaging in higher education
classrooms
. Retrieved from Research in Learning Technology:
http://www.researchinlearningtechnology.net/index.php/rlt/article/view/19061
Lewis, C. and Fabos, B. (2011)
Instant Messaging, Literacies, and Social Identities.
Retrieved from
http://onlinelibrary.wiley.com/doi/10.1598/RRQ.40.4.5/abstract
Nardi, B. A., Whittaker, S., & Bradner, E. (2000).
Interaction and Outeraction.
Retrieved from
http://dl.acm.org/citation.cfm?id=358975
Seiber, S. (2010).
Rhetorics and Technologies: New Directions in Writing and
Communication.
Retrieved from
https://docs.google.com/document/d/1WZ4GIsd2skeYo0rLfMc0jkzdiwl6oNsoLhKdO
kFh-ns/edit#