Email, Calendars and Instant Messaging

5. Instant Messaging

5.1 Instant messaging (IM) systems allow you to hold real-time conversations online.

• Each person using the system can log in and show themselves as available or busy.
• Everyone has a contact list of other people on the system they know.
• Conversations are usually conducted by typing messages into a window on the screen.
• Messages are sent instantly. Some systems also allow you to hold audio and video conversations too.

5.2 IM systems are widely available.

• Some IM systems work over the internet. These include Skype, Yahoo! Messenger and Microsoft Live Messenger and are generally free.
• Other systems can be installed on your network for internal use. These include Jabber (also available as an online service), Lotus Sametime and Microsoft Office Communicator. You may have to purchase these solutions.
• If you intend to install an internal IM system, you will need a network server.

5.3 Your company can see a number of benefits from using IM software.

• IM software allows your staff to get answers to simple questions quickly.
• You may even be able to use IM software as a customer service tool. For instance, you could offer online chat as an alternative to a telephone helpline.

5.4 However, you need to carefully consider which IM system you use and how you implement it.

• Some of your employees may already use IM for personal communication. If you use the same system in your business, it may be hard to tell the difference between personal and business use. See 6.
• IM can be disruptive, interrupting employees with trivial questions while they are trying to concentrate. You can avoid this to some extent with the software's 'busy' or 'do not disturb' functions.
• Audio and video conversations use considerable bandwidth which could clog your network.