1. Instant Messaging Goes to Work Barb Page Masters in Business Communications Final Project May 2003

2. 2 What is Instant Messaging (IM)? Like a pop-up message on your computer screen Person to person conversations Different than e-mail More instant No need to wait for response

3. 3 Get the Message at Work Instantly Instant Messaging is Starting to take root in business world Only “real-time” communication Most rapidly growing technology and has caught some companies totally by SURPRISE!

4. 4 Why Research This Topic? To identify who is using it and what it is used for To discover if U.S. Bank should buy the software and launch it company-wide

5. 5 Research Question Is Instant Messaging an Effective Communications Tool at Work?

6. 6 Research Methodology Sample All 150 U.S. Bank eBusiness employees across the country Mix of users and non-users All had propensity to use technology Survey components Introductory email e-mail survey 41% response rate

7. 7 Research Findings Advantages: Real-time Quick answers Check if someone is available for a phone call or meeting Easy to use Disadvantages: Interrupts you at your desk Not useful for lengthy issues Forces immediate answer versus thoughtful reply Based on survey results anecdotes

8. 8 Research Findings For what purpose/s have you used IM at work? Please check all that apply.

9. 9 Research Findings What communications tool might it replace?

10. 10 Research Findings Do you think it would be useful to communicate using IM with people outside of your company such as suppliers and vendors? 61% were very positive

11. 11 Research Findings Would you recommend other companies institute IM?

12. 12 Research Findings Do you see an application for IM for clients and prospects to communicate real-time with your customer service group?

13. 13 Corporate Concerns Storing IM conversations for audit and compliance purposes Can only talk to those who have the software and are using it Training is needed to get the most of the software

14. 14 Recommendations Purchase Instant Messaging software Identify other technology-users Increase adoption through training and communications Open project to address storage issue Monitor for abuse and usage Continue to research

15. 15 Questions?