 Face-to-face communication has it all; sight, sound, tone of voice, facial expressions and body language, it is a “asynchronous” touchpoint and yet miss-communications can occur.Instant messaging is a method of communication that is growing in use and appeal but again awareness around its best use, communication delivery and interpretation is vital.Richardson, A (2010) defines the importance of the touchpoints behind employee and customer interaction, as the ability of businesses to speak to customers with the same tone, the same message and even the same words to communicate consistently and effectively.