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Using IM in Business

Instant Messaging is not new. In the early days of the Internet revolution it was used as a way for people all over the world to talk to one another with out having to use the telephone and the costs associated with those calls. It was free and easy.

But because of the perceived ills of IM, it has not been readily accepted in many businesses. Some of this was because managers would see lost production when employees were Internet chatting as they worked, or instead of working. Some have even banned these services from even residing on the computer.

But if used correctly and under control of the managers with good policies and procedures, IM can be a productive tool.

Some uses of IM:
Ask a quick question – Many times an email may be written, or a phone call placed to an associate in another office to ask a question. By sending the person an IM many times that question is answered faster and since they have answered in text, the answer is precise and understood.

Collaboration – When working on a project remotely, doing IM collaboration is quicker than email and easier than by telephone. The text is there and can be copied into the document.

Improve customer service – When used property the customer can feel assure of answers to their question. They can read again the answer and if they have additional questions, they can be raised. With voice communications, they may need you to repeat the answer a couple of times. The customer can also save the text and review it at a later time.

There are some risks when using IM. As with any Internet related technology it is subjected to attacks, such as viruses, worms and phishing scams. But when used with a well develop policy IM can be an effective business tool.

© 2007-2009 Steven G. Atkinson – All Rights Reserved

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