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>But instant messages? Everyone expects instant responses.

My understanding is people don't expect instant responses, but that's never been made explicit. What do you base your understanding on? Do folks tell you?

IM software can be closed, too, and in a healthy company the expectations around IMs should not be that they are "instant", but more of an async medium like email.

In my 15 year corporate career I have never met anyone who expects an immediate reply to an IM.