C U at the meeting

GRANT BUCKLER

Special to Globe and Mail Update

Telus Corp. has built its business around voice communications, but when its sales representatives need information while talking to a customer, they needn't put the caller on hold. They can stay on the line and send colleagues instant messages from their computer keyboards.

Instant messaging (IM) has been hot among desktop-chatting and cellphone-toting teens for years now the technology has started drawing attention in the business world. IM can be a handy office tool because it's more immediate than basic e-mail, and senders know whether the person they're trying to reach is at his or her desk.

Employees in more than three quarters of businesses use IM, although not always with management's approval, according to N.Y.-based Nemertes Research. Many of these IM systems leave no official message trail, which is a problem for companies that have to comply with legislation regarding mandatory archiving of business-related communications. Consumer-oriented IM systems can also open up security holes, giving viruses a route into a company's network.