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Businesses around the country are discovering what teenagers have known for years - instant messaging is fast, simple, inexpensive and effective. In it's most basic form, it's equivalent to real-time email without the inbox clutter. IDC, a Framingham, Mass. research company, notes almost 40% of US companies are currently using IM technology. The Gartner Group calls IM "the sleeping giant of the Internet" and expects IM usage at companies to rise 50% over the next 2 years.
Instant messaging enables faster communication and creates opportunities for businesses, employees and partners. Today's IM applications are a far cry from the text-only utilities of a few years ago. However, that still begs the question, "What's it good for in the workplace?" As a text only application, not much. But IM today goes well beyond that. Consider the implications that IM has for your business and you'll find that it offers great potential for improving communication and productivity and opening new opportunities with partners and consumers.
Today's IM applications don't stop text chat. They offer audio and video conferencing, file sharing, collaborative whiteboarding, application sharing and remote control.
IM provides a quick and efficient way of communcating with clients and many companies have begun using IM to augment traditional customer relationship systems. Traditional phone support, often accompanied with extended wait-on-hold periods, and email query options, which typically have 24 hour or greater turn around time, are being supplimented with IM chat services from corporate web sites. Consumers can get immediate support without resorting to phone or email and companies can capture transcripts of the dialogs which are easier to archive and index than voice recordings. And the nature of IM allows operators to handle several requests simultaneously. Archiving and indexing these dialogs integrates these customer interactions with a company's larger knowledge management strategy.
Other companies are using IM technology to augment multi-user applications. One company building a web-based data visualization application integrated instant messaging to enhance the process. The application ties together the front-end and back-end business processes and IM allowed another vehicle for users to communicate while working through the data exploration.
Instant messaging is also being used to reduce operating expenses. Voice and video chat features provide the equivalent of speakerphone conferencing or video conferencing. Broadband connections now provide the quality for voice over the internet that dialup couldn't offer. You don't need alot of expensive equipment, just a computer with a microphone and speakers (and a webcam for video). The benefits are conference calling without phone charges and no need to tie up company phone lines, which can be a boon for small businesses with a limited number of lines.
In addition to opening up new opportunities and saving money, IM also gives employees flexibility that wasn't possible a few years ago. One widespread benefit is behind-the-scene collaboration, allowing employees to communicate with each other while otherwise engaged. A sales rep can keep a prospect on the phone while getting information to close a deal over instant messenger. Coworkers in multiple locations can collaborate on issues while maintaining a single presence in front of a client. And managers and team members in different locations can communicate with each other continually, without having to make phone calls, leave messages, send email and wait for replies. Communication is constant and real-time and provides a connection not possible with other technologies.
IM also poses risks, security and encryption amongst the foremost. The key to successful, safe implementation of instant messaging is moving ahead carefully and understanding how the technology can best integrate with your business.
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