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Instant Messaging

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Introduction
Instant Messaging (IM) is a technology that allows instant communication between employees and customers in the workplace. It can be utilized to improve the efficiency of communication in the workplace to promote employee collaboration especially in businesses where employees work remotely from each other. In addition, IM and other social networking tools are increasingly required to create a friendly workplace for newer generations who expect to be connected both at home and at work. According to the Second Annual AP-AOL Instant Messaging Trends Survey, 27 percent or one in every four adults, use IM at work. Once viewed primarily as a communication medium primarily used by teenagers, IM has matured into a viable communication tool for all businesses, small to large as part of a social networking and collaboration strategy. In addition, many IM technologies include both video conferencing and voice over IP communication. However, although IM offers many benefits, it also introduces the potential for a number of negatives and risks which must be addressed with employees in order to provide an efficient and effective communication system. All implications must be considered before instituting a company wide IM system. The following are some of the pros and cons associated with IM in addition to some of the IM services that a business should consider:

Pros

• More Efficient Communication IM is more efficient because workers can communicate instantly and remain in constant contact without the delays associated with waiting for email messages. It also avoids the unnecessary small talk that occurs with phone calls as well as the tiring game of phone tag associated with voicemail. • Improved Collaboration IM provides a means for remote teams of employees to communicate and collaborate. Many IM solutions provide not only

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