Business programme
Start-Up, Scale-Up by Lloyds Bank Academy
Use messaging
Learn to message people on a device using various tools.
Introduction to 'Use messaging'
Instant messaging (IM) is one of the easiest ways to keep in touch with the people who matter to you. Think of it like passing quick notes back and forth — but on your device, whenever it suits you. Whether you want to share a thought, ask a question, or simply say hello, messaging helps you keep conversations going in a fast, relaxed and convenient way.
In this lesson, we’ll help you understand more about instant messages. So you’ll feel more confident about finding and using the messaging tools that are right for you.
What you'll learn
- Instant messaging tools, and the benefits of sending them.
- How to find a messsaging tool that meets your needs.
- Ways to set up instant messaging on your device.
- How to send, see and manage your messages.
How long it takes
16 minutes
Instant messaging
Chapter 1
How long it takes
3 minutes
Where can you message?
Instant messages give us a quick way to keep in touch with our friends and family, wherever we are. Most IM tools are ‘mobile first’. This means you can use them on-the-go, from your phone or other mobile device.
IM is often built into social media sites and apps. Some are just for messaging, others have it as part of their platform. Either way, it’s worth looking at the different social sites to see which ones work best for you. You can then sign up and start searching for your friends and family using their email address, phone number or name. How you search for them depends on which tool you use, so we’ll look at this in more detail later.
Why use instant messaging?
Get a quick response
Message your friend to ask if they need anything, while you’re in the supermarket. If they’re online or have their phone with them, they can reply straight away.
See when your friends are online
Most apps show people as ‘active’ or ‘online’ if they’re actively using their account. So you have an idea of how soon they might reply.
Carry on with other things on your device
No need to stay in the chat – new messages will pop up when they arrive and you can answer them when you have time.
Have multiple chats at the same time
You can chat with many people and groups at the same time.
Plan things as a group
Group chats are great for sharing news and planning events with friends and family.
Share photos, notes and files
You can send these to someone quickly and easily. Look for the ‘+’ symbol.
Let others know where you are
Many messaging apps have a ‘location sharing’ option. Share yours with a friend to let them know where to meet up – or just to say ‘I’ve arrived safely’.
You don't need to write formally
Just write your message like you speak on the phone or in person. Some even let you speak into your phone to leave a voice message – look for a microphone icon.
It's an open channel of conversation
You and your friend might send lots of messages within a 10-minute period, or just chat from time to time.
Things to bear in mind
Instant messaging is great, but there are a few things to note about using it.
You don’t know how long it will be until someone responds
Just because they’re ‘online’, it doesn’t mean they’ll get back to you straight away. This would be the same with other communications too, though. If someone is busy, they’re busy. Instant messages make it quicker and easier to reply when they are free.
It can be distracting
Sometimes, it’s tempting to write ‘just one more’ message as it’s so quick and easy. But it’s a good idea to give yourself set times to look at all your messages at once. In between, you can mute your notifications, so they don’t distract you.
Idea
Notifications of new messages often look like some kind of bell symbol or as a number symbol on your instant messages app.
You can mute these for a short while, for one or more chats. For example, if lots of people are talking in a group chat while you’re trying to focus.
Finding the right app
Chapter 2
How long it takes
3 minutes
Messaging apps and tools
Let’s look at some popular messaging apps and tools.
You can sign up for WhatsApp using your phone number. It automatically connects you with people in your phone contact list who also have WhatsApp. You can use it for one-to-one and group chats.
Most people download the app and use it on their phones. There’s also a web version that you can use on a laptop or desktop PC, if your phone is connected and nearby. WhatsApp is the most widely used instant messaging app in the UK. It has end-to-end encryption, which helps to keep your messages safe.
Facebook Messenger works through your Facebook account and lets you message the people you connect with. You can message someone who’s not yet your ‘Facebook friend’, as long as they accept your invitation to chat first. Use the app on any device, for one-to-one and group chats.
The Facebook Messenger app is different to the Facebook app. On devices like phones and tablets, we often use both apps. On a PC or laptop, you can message in the Facebook app or use the separate Facebook Messenger app.
Snapchat isn’t just an instant messaging service. To ‘send someone a snap’ usually means to send them an image or video message. It has a chat function too, where you can speak to other users one-to-one or in a group.
People mostly use Snapchat on mobile devices, plus there’s a web version for laptops and desktops. You will need a Snapchat account and the app set up on your phone to use the web version.
Instagram is a social media app that people use to share images and videos. There’s a chat function too, which you can use for one-to-one or group chats. It works best on the mobile app, but you can use Instagram on a laptop or desktop too.
Telegram
Telegram lets you send text, voice and video messages. You can use it across all your devices for one-to-one and group chats. It has free and paid for options. Just like WhatsApp, it uses end-to-end encryption to help keep your messages safe.
Microsoft Teams
We often use Microsoft Teams for work, but you can use it for social too. Buy this either on its own or as part of Microsoft’s 365 suite of office tools. The chat function lets you talk one-to-one or in a group. Access it through the web – it’s available on most devices.
Remember
To send instant messages, you’ll need an internet connection through Wi-Fi or using your mobile data.
Things to consider about these services
They’re usually free
Most of these apps are free, though some may have premium features you can upgrade to, for a fee.
Always check what you get for free, before you sign up.
You’ll need to share some of your details
Think about how you’ll stay safe and control who can see your account.
Want more help with this? Check out our ‘Stay safe on social media’ lesson.
What apps are your friends using?
When picking apps for you, think about which ones your friends and family use.
There’s not much point signing up for an app if no one you know has it or wants to join.
Always read the small print
We’ve told you a bit about some apps, but you need to do your own research too. Speak to friends and family. Look on the internet and read reviews on your device’s app store.
Always check you’re happy with the safety and privacy settings the sites offer.
Be aware
Good features and ease of use are important. But you need to make sure you and your personal details are safe when using these apps and tools.
How do I pick?
No matter which option looks best now, take time to find what suits you.
Read the details of what each service can give you.
Think about security and privacy.
Ask friends and family what they use - check review sites, too.
Set up instant messaging
Chapter 3
How long it takes
5 minutes
How to get started
There is no one way to set up instant messaging. It depends on the tools you use, the type of device you have and what you want to do. You should already have a good idea about the apps you want to use from Chapter 2. So let’s look at how the setup will change depending on the type of device you’re using.
Select your device type to find out more
-
For mobile devices, you’ll need to download an app. Go to your device’s app store and use the search bar to look for the service you want to use.
Look for the app in the list, open it and download. You can open the app from there or on your home screen. Can’t find it? Use your device’s search option.
Be aware
App stores tend to list the most popular apps in each category.
For example, the Google Play app store shows their top free communication apps as WhatsApp, Snapchat, Telegram and Facebook Messenger. Searching for this may help you decide.
-
Some IM services have a web version. So if you’re using a laptop or desktop, you might be able to use it through a web browser.
Not sure if there’s a web version for your IM tool? Just search for them on a web browser. Most services will have a website even if you can’t use their service through it.
When you’re on the website, it will let you either:
- Register/log-in and use the service in the browser, OR
- Prompt you to download an app.
-
Most instant messaging services are ‘app first’. This means that you can find them through your device’s app store.
How to download an instant messaging app on your laptop or desktop
1. Open your device’s app store and use the search bar to find the app.
2. Select the one you want then select to download the app.
3. Once downloaded, find the app in your device’s main menu.
Idea
App stores are a good way to compare messaging apps by reading the reviews from others.
Registering for an account
Once you’ve opened the app or accessed the website, you’ll need to create or register for an account. This gives you an online identity for that IM tool. You’ll use this to log in and use your account. It’s also how you appear to your friends. The steps are usually quite similar on both apps and web-based tools.
Step 1
Fill in your personal details
You’ll usually need to give personal details for the account setup.
These may include:
- Your name or nickname
- Phone number and/or email address
- · Birthday
- · A photo of you
Step 2
Create a username
Some tools use something called a ‘username’ to display on your account. This can be safer than sharing your phone number with other users. It doesn’t have to be your real name, just how you want to appear on the app.
For example, if your name is Jo Smith, your username might be ‘JoS’ or ‘Smithy’. Or you might choose something else. Your username is unique to you – so you can’t pick the same one as somebody else. Some people add numbers to the end if their username if the one they want is already in use, for instance JoSmith3.
Step 3
Set a password
You’ll also need to create a password. This helps to keep your account safe and makes sure only you can use it. Once you’ve set up your account, you’ll use this and either your email, username or phone number to log in to your account. Creating a strong password is very important.
Want to know more about how to make strong passwords that you can remember? Check out our lesson ‘Ten tips for staying safe’.
Step 1
Fill in your personal details
You’ll usually need to give personal details for the account setup.
These may include:
- Your name or nickname
- Phone number and/or email address
- Birthday
- A photo of you
Step 2
Create a username
Some tools use something called a ‘username’ to display on your account. This can be safer than sharing your phone number with other users. It doesn’t have to be your real name, just how you want to appear on the app.
For example, if your name is Jo Smith, your username might be ‘JoS’ or ‘Smithy’. Or you might choose something else. Your username is unique to you – so you can’t pick the same one as somebody else. Some people add numbers to the end if their username if the one they want is already in use, for instance JoSmith3.
Step 3
Set a password
You’ll also need to create a password. This helps to keep your account safe and makes sure only you can use it. Once you’ve set up your account, you’ll use this and either your email, username or phone number to log in to your account. Creating a strong password is very important.
Want to know more about how to make strong passwords that you can remember? Check out our lesson ‘Ten tips for staying safe’.
Be aware
Look carefully at what information the tool is asking for. Do you need to complete all the personal detail fields? Some may be optional.
Think about what you’re comfortable with.
Setting up safely
It’s important to make sure your account is as safe as possible. Some services ask you to set up your privacy and safety settings as you set up your account. Others set you up with default settings. In this case, it’s a good idea to check your privacy and security settings when you first log in.
In these settings, you can check:
- Who can see your account.
- Who can contact you.
- What they can see.
- How they can interact with your account.
By editing these settings, you can protect yourself from unwanted messages and keep your personal details safe. For more help, go to our ‘Stay safe on social media’ lesson.
Remember
It's a good idea to check your privacy and security settings when setting up your instant messaging app.
Test your knowledge
Try again - that's not quite right!
Doing research online or asking friends and family all help you decide, but to download an app, it will need to be specific to your personal device.
That's right!
Your device's app store will show you all the options available. You can read the reviews from other users to help make your decision before you download and start using it.
Using instant messages
Chapter 4
How long it takes
5 minutes
Getting started
So you’re all set up, logged in and ready to start chatting. What happens next? How you message and interact on IM tools depends on which one you use, but here are a few ideas to get you started.
Adding people to your contact list
Before you can chat with someone using these tools, you’ll need to add them to the app. Some tools make it easier by asking if they can use your phone contacts list, or get you to pick people from that list. For others, you may need to add people’s details manually.
Starting a new conversation
Once you’ve added someone to your IM tool’s contact list, you can chat with them.
Here’s how:
- Select ‘New chat’ or ‘Compose’. This might be a + symbol or a pencil icon.
- Search for the person.
- Select their name.
- Start messaging.
Starting a new conversation
Once you’ve added someone to your IM tool’s contact list, you can chat with them.
Here’s how:
- Select ‘New chat’ or ‘Compose’. This might be a + symbol or a pencil icon.
- Search for the person.
- Select their name.
- Start messaging.
When you’re in a chat, there’s usually a box where you can start typing. Often, this is at the bottom of the screen. Once you’ve finished your message, use the send button to send it. On laptops and PCs, you could also press Enter.
Your conversations list
Some apps are just for messages, like WhatsApp and Facebook Messenger. With these, the first thing you see when you open the page or app will be your conversation list.
Your chats with other people will usually appear in this list. The people at the top are those you’ve messaged most recently. People will appear in this list as their name or username. Some tools show them as whatever you saved them as in your contacts.
Is messaging just one part of the tool you’re using? Look for an chat icon or button to find the chat menu and conversation list. This might look like a speech bubble or a paper plane. See the help and support pages if you’re not sure.
Your conversations list
Some apps are just for messages, like WhatsApp and Facebook Messenger. With these, the first thing you see when you open the page or app will be your conversation list.
Your chats with other people will usually appear in this list. The people at the top are those you’ve messaged most recently. People will appear in this list as their name or username. Some tools show them as whatever you saved them as in your contacts.
Is messaging just one part of the tool you’re using? Look for an chat icon or button to find the chat menu and conversation list. This might look like a speech bubble or a paper plane. See the help and support pages if you’re not sure.
Idea
Chatted with someone before? Check the conversation list when you open the app.
Just select that person from the list to start chatting with them again.
Creating a group chat
This works much in the same way as one-to-one chats. Once you’ve added people to your contacts or friends list, you can add them to a group chat.
Some tools let you just pick more than one name when you select ‘New chat’ or ‘Compose’. Others ask you to set a group name first, then add people to it. Then once you’ve set up the group, you can start the chat with everyone in it.
Creating a group chat
This works much in the same way as one-to-one chats.
Once you’ve added people to your contacts or friends list, you can add them to a group chat.
Some tools let you just pick more than one name when you select ‘New chat’ or ‘Compose’. Others ask you to set a group name first, then add people to it. Then once you’ve set up the group, you can start the chat with everyone in it.
Sending images, emojis and GIFs
Most tools let you send a mixture of non-text items like images, emojis and GIFS. Adding these can help personalise your messages and make them more engaging.
You can send:
Images
Upload pictures from your device, use the Photos app or take new pictures if the app has a camera button in the message writing box.
Emojis
These are small cartoon icons you can use. For example, you can send a smiley face to show you’re feeling happy.
GIFs
These are small video clips that repeat. Use them as reactions to things in the conversation.
Idea
You can use emojis to convey reactions and feelings in your messages as a type of shorthand to communicate how you are feeling.
All these options, if you can see them in the app, are in or around the box where you write your messages. It’s OK not to get this straight away. Just try them out, see how others use them and learn what works for you.
Sent, delivered and read icons
Most tools let you see the status of the messages you’ve sent. This means you’ll see something that tells you if your message has been sent, if it’s arrived, and if the other person has seen it.
How this looks will depend on the tool. It may be tick symbols, circles or text labels that say ‘Delivered’ or ‘Read’. Check the Help or Support screens to see how it looks for your tool.
Remember
Instant messaging is an informal way to chat. So, feel free to explore the features in the tools you use.
You can write informally, make mistakes and use things like emojis.
Using Artificial Intelligence (AI) to help with messaging
Some messaging tools have AI built into them. Even if yours doesn’t, there are separate AI apps and tools like ChatGPT, Google Gemini and Microsoft Copilot that can help you write and manage your chats.
AI can:
Suggest replies
Short on time or don’t want to type? AI can look at the message and offer ready-made replies like ‘Sounds good!’ or ‘I’ll be there soon’.
Find information quickly
In a chat, AI could help you look up opening times, find out simple facts, check travel times or even create shopping or to-do lists.
Help you phrase things more clearly
If you’re not sure someone’s going to understand your message or you just want to make it more friendly, AI can rewrite it for you. It can even suggest emojis, images and GIFs that match the tone of your message.
Help manage group chats
Some of these chats can get quite long and complex. AI can pick out key points like ‘the plan is to meet at 6pm’, or spot when someone has asked a question that hasn’t been answered yet.
Want to learn more?
Socialise and connect online
Build your digital confidence
Lloyds Bank Academy is committed to providing information in a way that is accessible and useful for our users. This information, however, is not in any way intended to amount to authority or advice on which reliance should be placed. You should seek professional advice as appropriate and required. Any sites, products or services named in this module are just examples of what's available. Lloyds Bank does not endorse the services they provide. The information in this module was last updated on 26th March 2026.