Instant Messaging Rules: A Business Guide to Managing Policies, Security, and Legal Issues for Safe IM Communication

Instant Messaging Matches E-Mail Feature by Feature—and Then Some

Whereas its main function is chat, IM offers a broad range of features, just as e-mail does. IM even offers a few capabilities e-mail doesn’t deliver: ^[13]

• Instant Real-Time Communication. IM users can communicate instantaneously with colleagues, clients, and other third parties.

• Enhanced Customer Service. Delayed responses are a thing of the past as your IM colleagues can get immediate responses to clients’ questions and requests—right now, in real time.

• Improved Employee Productivity. With IM, managers can check to see who is online at the office at any given time. The need to wander the halls checking on employee productivity is eliminated—as is phone tag.

• Multitasking Made Easy. IM is less intrusive than dropping everything to make a phone call. With IM, employees can talk on the phone, hold face-to-face conversations, e-mail, and chat simultaneously.

• Greater Accountability for Off-Site Employees. Using presence detection capabilities, managers can check to see if offsite employees, telecommuters, part-time workers, or subcontractors are online and available for chat.

• Comprehensive Features. IM can do anything e-mail can do, including transmit text, images, and files. Other features and capabilities include chat rooms, Web conferencing, screen sharing, whiteboards, video, and broadcasts.

• Sending and Receiving Messages to and from Cell Phones, Pagers, Telephones, and Fax Machines. Additionally, IM delivers voice-over-IP technology, so you can use your computer like a telephone.

• Cost Savings on Long Distance and Travel. With IM, several people can join in on a real-time conversation. The cost of airfare, hotels, and telephone conference calls is eliminated.

• No More Phone Tag. As long as your IM buddy is online and open to chat, you can communicate instantly.

• Access to Content. IM users can access news updates, stock information, sports, weather, and other information— instantly.

^[13]Ibid.