IM: What's The Real ROI? - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
News
News
9/23/2004
06:20 PM
Connect Directly
LinkedIn
Twitter
RSS
E-Mail
50%
50%

IM: What's The Real ROI?

Instant messaging is underutilized in corporate America, according to an upcoming study, and for the wrong reasons.

Instant messaging is underutilized among companies, with only 18% of Fortune 500 companies having deployed IM, according to a forthcoming report by technology investment research firm Nucleus Research. The reason: Many companies still see IM as a toy associated with smiley-face emoticons and chat rooms.

"Since chat rooms started on the Internet in what was a very social, home-user setting, the perception is that chat is casual," says Rebecca Wettemann, VP of research at Nucleus. "But, in fact, in customer-support situations, companies are finding applications that are very helpful. And now we're really seeing companies ask, 'Why doesn't it make sense for us to be able to contact people and have informal conversations with them throughout the day via IM?' "

The prevailing attitude among those surveyed by Nucleus is that employees would "get in big trouble" or waste time with social communication if IM were used. But such fears may be exaggerated. Eight out of nine users of the communication technology reported that all of their IM activity was work-related.

"The perception out there is that IM is an ROI killer," Wettemann explains. "And what we found, in fact, was exactly the opposite. While a lot of companies aren't using it, those that are find that it enables employees to multitask and be more productive."

Among organizations that have deployed IM--typically communications and technology companies--the report suggests that employees experience improved productivity, the result of less time spent using the phone and E-mail.

"Just like E-mail, telephone, and face-to-face communication, chat is another channel," Wettemann says. "And used effectively, it can really improve productivity. Of course, it needs to be used effectively. Just like we have policies for E-mail and telephone communication, companies need to think about that when they install IM."

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
The State of Cloud Computing - Fall 2020
The State of Cloud Computing - Fall 2020
Download this report to compare how cloud usage and spending patterns have changed in 2020, and how respondents think they'll evolve over the next two years.
Slideshows
11 Things IT Professionals Wish They Knew Earlier in Their Careers
Lisa Morgan, Freelance Writer,  4/6/2021
News
Time to Shift Your Job Search Out of Neutral
Jessica Davis, Senior Editor, Enterprise Apps,  3/31/2021
Commentary
Does Identity Hinder Hybrid-Cloud and Multi-Cloud Adoption?
Joao-Pierre S. Ruth, Senior Writer,  4/1/2021
Register for InformationWeek Newsletters
Video
Current Issue
Successful Strategies for Digital Transformation
Download this report to learn about the latest technologies and best practices or ensuring a successful transition from outdated business transformation tactics.
White Papers
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll