Instant Messaging (IM)

Instant messaging (IM) or chat enables you to send and receive text messages through the Internet in real-time. IM allows instant back and forth communication like a phone call as long as the person you want to communicate with is on-line.

IM applications can be installed on each machine or launched on-the-fly from a website. Because many instant messaging services are free, your employees may already be using them on your network.

Some IM applications even include the ability to talk via the Internet and include video if you have a web cam. With a broadband Internet connection, the audio and video quality can be quite good. Instant messaging features have grown to the point where IM applications can be used like web meeting solutions.

Considerations

• Types of IM Applications

  The types of users identifies the type of IM application you will need.

  • For Employees

    For employees, it is recommended that you standardize on one IM application/service to be used by everyone. The IM solution can be run in-house or a service can be used.

  • For Customers and Other External Parties

    Since customers may use different brands of IM software, it is best to use browser-based IM software that can be launched from your website because it does not require the customer to log in or download client software.

• Usage Examples

  Shown below are some examples where instant messaging can be beneficial.

  • Customers

    Respond to sales and customer service inquiries initiated from your website

  • Employees

    Provide project collaboration with project workers in any location.

  • Suppliers

    Request status updates or check product availability from key suppliers.

• Customer Service Hours

  While it can be great for customers to reach a live representative, it does mean that you will need to have an employee or representative logged in to the IM software to respond to inquiries. However, it is acceptable to post business hours for live chat support on your website.

• Included in Other Applications

  Web help desk, customer relationship management (CRM), project management, collaboration and other applications may also include IM capabilities.

• Security

  Like email, it is possible for links in instant messages and file attachments to spread malware so you will need to decide whether to allow files and whether additional security will need to be added.

• Productivity

  Keep in mind that the same IM software that allows your employees to communicate with each other may also allow them to communicate with friends and families. If you anticipate any problems you can decide whether to roll out a use policy or use an IM application that allows you to define all the users.

Features

• Meeting/Conference

  Allow multiple users to join a chat session for increased collaboration.

• File Transfer

  Send and receive files.

• Recording

  Save text from chat sessions.

• Rich Text

  Basic IM is single color text but rich text allows for custom formatting like you would see in a word processing application.

• Short Message Service (SMS)

  Send text messages to phones and other mobile devices.

• Audio

  Provide the ability to switch to voice conversations using Voice over IP (VoIP) as long as participants have microphones connected to their computers.

• Video

  Some IM applications even have the ability to connect a web cam which gives you a lightweight video conference/web meeting.

• Remote Desktop Sharing

  Allow either party to share their computer screen.

Implementation Options

Instant messaging applications include both a client application and server software that acts as the router. You will need to decide whether to use an Internet IM service or install an IM server in-house. The client application that messages are sent and received can be web browser-based or a standalone application.