To chat or not to chat, that's the question! Well, it’s hardly a question anymore, but not yet a must either. In this respect, we are in a transitional period (in the Netherlands). Besides, the chat market is still growing. According to market researcher Gartner, this market will be worth 688 million dollars in 2010, compared to 267 million dollars five years ago. By 2013, live business chats will be widely used for B2C communication.

Honesty compels me to admit that my upper lip curled up (and not in a positive way) and I got goose bumps on my arms, like when someone scratches with his nails on an old-fashioned blackboard, when I was handed this blue booklet 'Chatiquette, how to chat with clients in a smarter way', by Floris van der Veen.

As it is, I once made the mistake to confuse the word 'chatting' with prattling, something I like doing. So while MSNing, someone threw at me 'YOU'RE E-MAILING INSTEAD OF CHATTING'. Only now, after reading 'Chatiquette', I understand what 'chatting' actually means. That both customers and companies can greatly benefit from it, provided things are well thought-out. If not, both customer and service organisations will be driven up the wall.