Instant Messaging Goes to Work

Barb PageMasters in Business Communications Final ProjectMay 2003

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What is Instant Messaging (IM)?

Like a pop-up message on your computer screen

Person to person conversations Different than e-mail

More instant No need to wait for response

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Get the Message at WorkInstantly

Instant Messaging is Starting to take root in business world Only “real-time” communication Most rapidly growing technology and

has caught some companies totally by SURPRISE!

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Why Research This Topic?

To identify who is using it and what it is used for

To discover if U.S. Bank should buy the software and launch it company-wide

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Research Question

Is Instant Messaging an Effective Communications Tool at Work?

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Research Methodology Sample

All 150 U.S. Bank eBusiness employees across the country

Mix of users and non-users All had propensity to use technology

Survey components Introductory email e-mail survey

41% response rate

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Research Findings

Advantages: Real-time Quick answers Check if

someone is available for a phone call or meeting

Easy to use

Disadvantages: Interrupts you

at your desk Not useful for

lengthy issues Forces

immediate answer versus thoughtful reply

Based on survey results anecdotes

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Research Findings

For what purpose/s have you used IM at work? Please check all that apply.

0%10%20%30%40%50%60%70%80%90%

100%

Get answer Getinformation

during meeting

Collaborateidea

Contactemployee

other location

Contactemployee

same location

Set meeting Socialize

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Research FindingsWhat communications tool might it replace?

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Voicemail E-mail Meeting Fax

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Research Findings

Do you think it would be useful to communicate using IM with people outside of your company such as suppliers and vendors? 61% were very positive

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Research Findings

Would you recommend other companies institute IM?

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes Maybe No

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Research Findings

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Maybe Yes No

Do you see an application for IM for clients and prospects to communicate real-time with your customer service group?

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Corporate Concerns

Storing IM conversations for audit and compliance purposes

Can only talk to those who have the software and are using it

Training is needed to get the most of the software

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Recommendations Purchase Instant Messaging software Identify other technology-users Increase adoption through training

and communications Open project to address storage issue Monitor for abuse and usage Continue to research

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Questions?