About Instant Messaging
Instant messaging (IM) is growing in popularity as the Internet becomes more
widely used in a social context. The popularity of IM in a social context is
leading to consideration of its potential for work purposes in providing real time
communications with colleagues and co-workers.
Popular IM applications include MSN Messenger,
Yahoo Messenger and AOL Messenger [1].
In addition to these dedicated applications a number of Web-based services also
provide instant messaging facilities within the Web site, such as
YahooGroups [2]. The JISCMail
list management service also provides a Web-based instant messaging facility [3].
The Benefits
Instant Messaging software can provide several benefits:
- The immediacy provided by instant communications
- Avoiding swamping list members with unnecessary messages
- Various value-added features, such as sharing desktop applications
Instant messaging fans appreciate the immediacy of communications it provides,
which can be particularly valuable when working on small-scale concrete tasks.
Possible Problems
There is a need to be aware of potential problems which can be encountered
when using instant messaging software:
- Need to install an appropriate IM client
- Lack of interoperability across IM clients from different vendors
- Dealing with interruptions
- Lack of an archive of discussions, missing messages when away, etc.
- Difficulties in following discussions when used by several people
Critics of instant messaging argue that, although IM may have a role to play for
social purposes, for professional use email should be preferred.
Policies For Effective Use of Instant Messaging
Instant messaging may prove particularly useful when working with remote workers
or if you are involved in project work with remote partners. However in order to
make effective use of instant messaging tools there is a need to implement a
policy governing its usage which addresses the problem areas described above.
- Software:
- You will have to select the IM software. Note you may find that users already
have an ID for a particular IM application and may be reluctant to change.
There are multi-protocol IM tools available, such as gaim [4]
and IM+ [5] although you should be
aware that these may have limited functionality. In addition to these desktop applications,
there are also Web-based tools such as JWChat [6].
- Usage:
- You will need to define how instant messaging is to be used and how it will
complement other communications channels, such as email.
- Privacy, security, etc issues:
- You will need to define a policy on dealing with interruptions, privacy and
security issues.
It is important to note that different IM environments (e.g. Jabber and MSN) work
in different ways and this can affect privacy issues.
- Records:
- You will need to define a policy on recording instant messaging discussions.
Note that a number of IM clients have built-in message archiving capabilities.
As an example of a policy on use of instant messaging software see the policy
produced for the QA Focus project [7] together with the
QA Focus case study [8]. As an example of use of IM in an
online meeting see the transcript and the accompanying guidelines at [9].
References
- Instant Messenger FAQs, University of Liverpool,
<http://www.liv.ac.uk/CSD/helpdesk/faqs/instant/>
- YahooGroups,
<http://groups.yahoo.com/>
- DISCUSS Discussion Room at JISCMail, JISCMail,
<http://www.jiscmail.ac.uk/lists/discuss.html>
- GAIM,
<http://gaim.sourceforge.net/>
- IM+, Shape Services,
<http://www.shapeservices.de/eng/im/>
- Jabber Web Chat, JWChat,
<http://jwchat.sourceforge.net/>
- Policy on Instant Messaging, QA Focus, UKOLN,
<http://www.ukoln.ac.uk/qa-focus/qa/policies/instant-messaging/>
- Implementing A Communications Infrastructure, QA Focus, UKOLN,
<http://www.ukoln.ac.uk/qa-focus/documents/case-studies/case-study-12/>
- Approaches To Web Development: Online Discussion, Web Focus, UKOLN,
<http://www.ukoln.ac.uk/web-focus/events/online/VLS-aug-2001/>