Transcript 10 Tips in using IM for Business

Instant Messaging in Business
Brian Hendricks
Sam Welle
Ian Angus
Mehul Patel
Overview
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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
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To inform you when to use IM and when to
use other means of communication
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To inform you about business concerns of IM
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To inform you about the security issues of IM
Instant Message Definition
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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
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P2P
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Clients communicate directly
No centralized control
Client-Server
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Communications go through a central IM server
IM communications can be monitored and logged
at a central location
Uses for IM
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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
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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
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"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
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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
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There are more than 200 million registered
IM users
Instant Messenger from AOL (AIM)
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60 million active users
Yahoo! Instant Messenger (YIM)
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21 million active users
Benefits of IM over E-Mail
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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
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An instant response isn’t expected
You can send to groups
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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
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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…
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dense, conversational spurts
sparse, whole-day interactions
Benefits of IM over Telephones
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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
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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
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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
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Lost Productivity
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Security
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Unwanted Advertising (spim)
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Bandwidth Usage
Lost Productivity
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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
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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…
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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…
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Consumer IM programs often support more than just
simple text-based chat
The often include peer to peer file transfer
capabilities
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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/1
0_tips_for_using_instant_messaging_for_business.mspx
DO: Adopt a policy for instant
messaging
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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
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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
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“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
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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
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You may think IM is great because you can
let your guard down
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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
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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
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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
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Even if you trust the person or people you are
messaging, it is not a good idea to share personal
information
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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
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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
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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
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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
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http://www.microsoft.com/smallbusiness/resources/technology/co
mmunications/10_tips_for_using_instant_messaging_for_busines
s.mspx
http://www.windowsecurity.com/articles/Instant-MessagingBusiness-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%20Messagingin-business.html
http://www.webopedia.com/TERM/I/instant_messaging.html
http://www.unb.ca/naweb/proceedings/2003/PaperFarmer.html