Once considered a novel way to stay in touch with friends and family, instant messaging — commonly known as IM — has infiltrated the workplace. IM's immediacy and ability to extract real-time information from co-workers, suppliers and even customers has made it a useful communication tool for some small businesses. Many employers even encourage their employees to use IM instead of phone calls or emails because it can:
The best contacts and resources to help you get it done
Choose a single IM service
Most IM services aren't compatible with competing providers. Select a single provider and insist that everyone in your organization use that service.
I recommend: Small businesses may take advantage of free instant messaging services from
AIM,
Yahoo! Messenger,
Excite Private Messenger,
Google Talk and
MSN Messenger.
Go beyond the basics
While general IM services might be adequate for some small businesses, others may benefit from expanded services, such as security features, text conferencing, pop-up messaging and integration with popular email programs.
I recommend: JabberNow provides expanded services such as text conferencing among work groups.
IMiN offers added security while allowing users to communicate with others within their network.
E/pop basic features pop-up messaging to groups and limits who can be seen online for added protection.
AIM Pro offers business customers integration with Microsoft Outlook while using AIM or AOL usernames.
Create a usage policy
Do you want your employees to limit the use of IM to interoffice communications? Or should they also send IMs to customers, suppliers and business partners? Map out the appropriate uses for IM to safeguard sensitive information and to prevent the overuse or abuse of IM. Make sure your employees are aware of your usage policy.
I recommend: The
ePolicyInstitute.com sells a customizable Forms Kit to help you create your usage policy.
Secure your information
Make sure your information is protected from outside hackers, viruses and spyware as well as from internal misuse.
I recommend: If you suspect employees are using unauthorized IM software or misusing it for personal purposes, consider monitoring all real-time communications with Facetime's
RTMonitor tool. Install antivirus and anti-spyware software, such as
Symantec's Norton AntiVirus and
Spyware Remover. For out-of-network instant messaging, consider installing
VeriSign Digital ID's to encrypt your instant messages and ensure they reach the right recipient.
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