1 - Introduction

Abstract

This chapter presents an introduction to instant messaging (IM), which with its combination of speed, privacy, and convenience, can enable new business practices that are not supported by either e-mail or the telephone. IM is changing corporate communications, combining the real-time advantages of a phone call with the convenience of e-mail. IM is so compelling that it often gets implemented through the back door, with distributed workgroups downloading public IM clients and using them without getting approval from corporate IT departments. IM is a compelling business tool, but if not properly controlled, can lead not only to a decrease in productivity, but also to the inadvertent exposure of sensitive business information, resulting in serious security risks and further resulting in regulatory and legal risks. IM programs enable downloading and exchange of offensive imagery or text with clients or other employees, exposing an organization to potential harassment lawsuits. Downloading copyrighted music files or unlicensed software could also expose an organization to legal action or significant fines. Newly established statutes in the finance and healthcare industries require that organizations take the appropriate steps to ensure that nonpublic customer information is kept confidential. In addition, recent court cases have set a new precedence for the handling and storage of both e-mail and IM logs. With the escalating use of IM in the enterprise sector, and the growing number of vendors and solutions, it has become a major challenge for companies to evaluate IM advantages and balance the cost security with the business needs and advantages.