an industrial controller comprising a first instant messenger installed thereon that facilitates communication between the industrial controller and a network; and

a remote system of the industrial controller that is adapted to employ, at least a second instant messenger, the industrial controller establishes a real-time chat room session with the remote system based at least in part on an event including one of a detected fault and a diagnostic problem and notifies the remote system of a pending problem or other status via instant messages, and the remote system modifies at least one industrial operation via the industrial controller according to decision taken by multiple users in collaboration during the real time chat room session between the first and second instant messengers.