Instant Messaging Gets Down to Business

Paying the Price for Privacy

Public IM services raise a security issue for the corporate segment that communicates sensitive information and does not want internal messages controlled by a third party. Enterprise editions of IM servers such as Wired Red e/pop, SoftBase Systems NetLert Enterprise, and Lotus Sametime can be installed and managed at the corporate level for more control and security. Furthermore, these client/server packages typically contain powerful collaboration features not found in the free IM services, such as threaded discussions and application sharing.

Although client/server packages cost upwards of $4,000, the time and effort required to install and support them is generally minimal. Clients take only a few moments to install and configure, and they can be easily equipped with custom enterprisewide buddy lists.

NetLert 2.0, a Java application, uses HTML for its messaging format, allowing users to include graphics and embedded links in messages. Automatically updated reports and announcements can be set up for regular information push to specific groups and individuals.

An in-house IM server could also be leveraged for e-commerce applications. LivePerson.com developed a highly scalable, real-time instant messaging program that requires no special plug-ins and delivers messages via the HTTP protocol, allowing anyone using a Web browser to initiate a live chat with a customer service representative, even if accessing the Internet from behind a firewall.

Beyond Instant Messaging

Instant messaging is addictive. First it's just used for chatting, then users start sending files back and forth, and before long they are hooked and craving something beefier--a service that supports document sharing, online meetings and presentations, whiteboarding, and application sharing. Where do they go?

Application service providers offer Web-based collaboration tools that require no installation of a client. These include Web meeting places, such as PlaceWare Conference Center, Astound Conference Center, and WebEx, that allow any number of users to hold interactive meetings online, present software demonstrations, conduct training, and hold Web-based seminars. Other fee-based services, such as Punch WebGroups, DocuTouch, and Critical Path Secure File Services (formerly DocSpace), allow users to easily store, share, and manage multiple versions of their documents.

No longer in its infancy, IM is entering the awkward stage of adolescence. For this technology to truly mature, one more piece must fall into place: full interoperability between the vendors' clients. Whether AIM (the market leader) or IMPP (Instant Messaging and Presence Protocol) becomes the standard, a solution must be achieved so that this growing technology can reach its full potential.