Checklist: Pros and Cons of Instant Messaging for Business

Think about whether IM will really improve your business communications or just serve as another distraction. First, consider reasons to use an instant messenger:

- Save on long distance. Most instant message services now also support voice conversations as well as video.

- Conduct real-time interaction. Unlike e-mail, when you use an instant messenger you don't have to wait for messages to download from a mail server.

- Reduce spam. Instant messengers get a lot fewer unwanted messages than e-mail.

- Host chats and conferences. Although instant messengers are most commonly used for two-way conversations, most programs offer a conference or chat setting so your workgroup can meet online.

Like most technologies, instant messaging does have some drawbacks:

- Proprietary software. Most services only let you send messages to other users or add them to your contact list using the same instant messenger you do. Trying to mandate a particular messenger can be difficult, especially if employees are attached to specific programs.

- Word limits. If you need to communicate a large amount of information, an e-mail or phone call is a better choice.

- Security. Take a look at your profile to see what information you've made public, and find out if the software creates public directories of its users.

- Misuse. Employees may be tempted to communicate with their friends during work hours.