Instant Messaging in Business

Brian HendricksSam WelleIan AngusMehul Patel

Overview

Types of Instant Messaging IM Facts Benefits of IM vs. Other Communication

Types Business Concerns about IM 10 Tips in Using IM for Business

Objective

To inform you when to use IM and when to use other means of communication

To inform you about business concerns of IM

To inform you about the security issues of IM

Instant Message Definition

Abbreviated IM, a type of communications service that enables you to create a kind of private chat room with another individual in order to communicate in real time over the Internet.

Two Types of IM Technologies P2P

Clients communicate directly No centralized control

Client-Server Communications go through a central IM server IM communications can be monitored and logged

at a central location

Uses for IM

Corporations can use IM as a customer service tool, improving real-time servicing while decreasing phone expenses

Managers can watch the status of their employees on instant messenger

Uses for IM

Another emerging application of IM is language translation

A person can communicate with someone else in their own language

Translation happens immediately and conversations can flow easily

It offers a great tool for nurturing international relationships as well as communicating with those who cannot speak or hear

The Future of IM

"Instant messaging could well be the dial tone of the future — albeit a silent one," The Wall Street Journal

Gartner Group predicted that by 2005, instant messaging will surpass e-mail as the primary online communications tool

IM Facts

The business mobile email and messaging market is large — four to five million users in the US alone

With a huge potential market of 20 to 30 million mobile workers in the US, and many millions more around the world, the market can still expand greatly -In-Stat, marketing research site

IM Facts

There are more than 200 million registered IM users

Instant Messenger from AOL (AIM) 60 million active users

Yahoo! Instant Messenger (YIM) 21 million active users

Benefits of IM over E-Mail

Quicker and less formal than email Multi-person chat conference View participants via webcams VOIP Status or away messages

Benefits of E-Mail over IM

An instant response isn’t expected You can send to groups

0565.MIS.460.001 MIS.MAJORS

If a large amount of information is sent, it isn’t expected to be read immediately

E-mails are automatically logged in case something comes up in the future

Benefits of IM over Conversations You have a few seconds to assemble thoughts

and a backspace key to save embarrassment You have a moment to glance at notes or

contemplate Web addresses can easily be sent IM has the flexibility to carry…

dense, conversational spurts sparse, whole-day interactions

Benefits of IM over Telephones A ringing telephone requires 20 minutes of “recovery

time” before the previous task level is reached, even if the phone call lasts two minutes.

Receiving 5-7 phone calls per day can cut the productivity of a knowledge worker in half.-Scott Clark, Independent Marketing Consultant

-www.sitecreations.com

Some letters sound the same over the phone Save phone costs by using voice over IP (VOIP) Status flag

Benefits of Telephones/Conversations over IM There is a much smaller chance of confusion Emotions can be heard in voices Facial expressions can be interpreted when

talking in person Information can be exchanged faster

Concerns of businesses about IM communications

Lost Productivity

Security

Unwanted Advertising (spim)

Bandwidth Usage

Lost Productivity

IM was designed for recreational “chatting” Prone to abuse IM for personal use on the

job Employees can be distracted because of

non-urgent or personal messages

Top Security Concerns

IM clients can be vulnerable to hackers Many IM clients allow users to create

anonymous user names that can’t be easily tracked or the true identity of the IM user identified (leads to electronic identity theft)

IM file transfer features pose a big risk both in terms of outgoing and incoming files

Security cont…

Different IM applications use different, proprietary protocols and standard firewall configurations may not block or detect them

The IM programs also often circumvent authentication systems

Some IM clients can use ports other than those associated with IM, even commonly open ports such as 80

Ports

Instant Messaging Client Software

Commonly Used Port

AOL Instant Messenger (AIM)

5190

Yahoo Instant Messenger 5050

MSN Messenger 1863

Security cont…

Consumer IM programs often support more than just simple text-based chat

The often include peer to peer file transfer capabilities Internal users can send documents that may be

confidential out of your network External users can send files that might contain viruses or

malicious code to users on the internal network Liability risks arise if employees use the file transfer feature

to share copyrighted music, movies, or software files in violation of the law

10 Tips in using IM for Business

Do’s and Don’ts

Source: Monte Enbysk @ Microsoft

http://www.microsoft.com/smallbusiness/resources/technology/communications/10_tips_for_using_instant_messaging_for_business.mspx

DO: Adopt a policy for instant messaging Employees need to know if IM is an appropriate

vehicle to communicate with customers or business partners.

Any policy should contain at least general guidelines for its use.

A San Francisco hedge fund manager caused a major problem using IM to spread inaccurate rumors about a publicly traded software company. (Word got out, the software company's stock plunged, and they got into some “hot water”.)

DON'T: Use instant messaging to send confidential information Adhere to any red flags arising from the previous

example. If your company is in the business of providing

professional advice regarding stocks, finances, medicine or law, chances are it's not smart to do so through instant messaging.

IM is better suited to quick information about project status, meeting times, or a person's whereabouts.

DO: Organize your contact lists

“Buddy lists" contain your menu of potential recipients for instant messages.

Keep your business contacts separate from family and friends.

Eliminate even the remote possibility that a social contact could be included in a business chat with a partner or customer or vice versa.

DON'T: Allow excessive personal messaging at work Encourage employees to keep it to a

minimum Urge that personal chats be done during

breaks or the lunch hour or that the chats generate new customers or revenue to the business.

Include this in your policy

DO: Be aware that instant messages can be saved You may think IM is great because you can

let your guard down make bold statements, chastise a boss or

employee and have it all wiped away from the record when you are done.

Conversations can be copied into notepad or Word documents. Some IM services allow you to archive entire conversations

Bottom line: Be careful what you say, just like you would in an e-mail.

DON'T: Compromise your company's liability or reputation The courts are still figuring out where instant

messages stand in terms of libel, defamation and other legal considerations.

It's likely that any statements you make about other people, your company or other companies probably aren't going to land you in court.

They could damage your reputation or credibility, or your company's. Again, be careful what you say.

DO: Be aware of virus infections and security risks Most IM services allow you to transfer files with your

messages. IM file attachments carrying viruses can penetrate

firewalls more easily than e-mail attachments. If you collaborate on documents for your business,

file transfer is important. Know the quality of your firewall protection, to

decide whether or not to restrict transferring files through IM.

DON'T: Share personal data or information Even if you trust the person or people you are

messaging, it is not a good idea to share personal information such as a password or credit card number, even phone

numbers The text of your chat is relayed to a Web server en

route to your contact. If anyone (IM provider employee, or even a hacker) is on the connection, they can see that information

It’s better to send such info through an encrypted e-mail or not at all

DO: Keep your instant messages simple and to the point Use it to simply see if a colleague is at his or her

desk, available for an in-person or telephone call. IM can be a way to do quick research and get fast

information from consultants and even lawyers. You must limit your inquiry, get to the point right

away, and avoid unnecessary blather. With instant messaging, you don't need a lot of

pleasantries, just say, 'How's it going?' and then get on with the question."

DON'T: Confuse your contacts with a misleading user names IM user names, like e-mail user names,

should be consistent throughout your company.

Users should have the courtesy of updating their status throughout the day, so contacts know whether they are available for messages or offline.

Summary

Types of Instant Messaging Market Facts Benefits of IM vs. Other Communication

Types Business Concerns about IM 10 Tips in Using IM for Business

Questions?

Bibliography

http://www.microsoft.com/smallbusiness/resources/technology/communications/10_tips_for_using_instant_messaging_for_business.mspx

http://www.windowsecurity.com/articles/Instant-Messaging-Business-Networks.html

http://www.webadvantage.net/tip_archive.cfm?tip_id=269&&a=1 http://www.instat.com/press.asp?ID=1511&sku=IN0502030MBD http://www.sitecreations.com/articles/IM-Instant%20Messaging-in

-business.html http://www.webopedia.com/TERM/I/instant_messaging.html http://www.unb.ca/naweb/proceedings/2003/PaperFarmer.html