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