7 - The Business Value of IM

Abstract

Instant messaging (IM) offers businesses significant benefits in enhanced workgroup communications that are easier and quicker in many cases than the e-mail and voice alternatives, but IM brings risk with it. For most users, IM is simply another communication method that complements their existing telephone and e-mail communication. Most users have adopted IM because it is quicker and more convenient than telephone or e-mail id, and its use does not represent a significant portion of their workday. IM provides significant phone cost savings to employers. In geographically dispersed environments, IM can be used as an alternative to routine, short-duration phone calls, and thus in the process, eliminate some expenses. IM enables users to determine when others are in the office and available. Arranging a quick team conference meeting through IM can be far simpler than trying to set up a telephone conference and far less expensive if multiple continents are involved. IM can also be used to augment other communication channels. Similarly, IM can also be used to create a parallel communication channel while hosting a web conference or when a subgroup wants to break out and pursue a particular point without putting the meeting off track. IM has many advantages that allow it to be a communication channel for rapidly disseminating critical information. This communication can be sent to an individual or to multiple groups and is particularly well suited to emergency response, irrespective of whether the emergency is a natural catastrophe, a health issue, a network outage, or a schedule change.