Instant Messaging Solutions

Guide to Instant Messaging for Small Business

How to make IM an effective and secure communications tool
By Jenni Simcoe

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:

1. Eliminate or reduce the need for time-consuming meetings.
2. Boost productivity by allowing co-workers to remain at their workstations rather than walking across the office to share information.
3. Allow businesses to connect with vendors and clients for brief communications in real-time.
4. Connect traveling co-workers through mobile devices.

Action Steps

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.

Tips & Tactics

Helpful advice for making the most of this Guide

• Make sure your usage policy lets employees know if and how information will be monitored and what the consequences will be for abuse of the service.
• Your usage policy should include instructions on how mobile devices are to be used for IM. Fore example, you should set limits on using a mobile device to IM in situations that would cause danger, such as driving a car.
• For added convenience to your customers, consider offering them the ability to IM on your customer service representatives to check on order status or to answer questions.
• Encourage employees to use passwords to protect their accounts and to log off of their IM account when they leave their desks.