IM -- The Next Enterprise "Killer" Extension? -- May 5, 2006
Long relegated and maligned as a “social toy,” the use of instant messaging (IM) has recently taken hold in corporations around the globe as an effective means of reaching mobile professionals and time-starved consumers. Once shunned and blocked by firewall's and perimeter defenses, it has found a home with executives who have begun to recognize the changing fabric of communications from traditional voice and email to a spectrum of alternatives including IM and web chat (not to mention the impact to top-line, customer loyalty, and brand).
Supported by years of research, experimentation, and now commercially viable offerings, the use of “client” messengers (e.g., AOL, MSN, and Yahoo) has taken on new importance enabling the extension of existing applications and databases. Personnel and customers using these clients are now able to access static informational sources, dynamically “chat” with customer service representatives, and even replace or pare the use of unwieldy email systems.
Buttressed by more robust turn-key solutions, the areas of regulatory compliance, informational security, and even identify management can now be handled by not just a single vendor, but by a growing based of SOA-driven middleware, traffic “bots,” and specialized components that are both timely and adaptable. Whereas there are new and unexpected challenges with these implementations, the hardest seems to be the obtainment and / or creation of a business case for adoption. Fearing the disclosure of a competitive advantage, many early adopters have been reluctant to speak or share their lessons learned with the public or industries.
Make no mistake about it, the use of IM will continue to grow in both adoption and with advancements in technology (just take a look at the new Nokia Multimedia phones being introduced if you still have doubts). Our opportunity is bringing to market solutions that have a quick payback and are able to meet the dynamic needs of consumers, staff, and security. Lastly, how will the adoption of these solutions impact your processes or sub-processes?
For 2008 MBA entries, click here