Complain if you want, but start planning how IM can be put to best use for your company, customers and
partners.

Instant messaging (IM) is transforming from a rogue technology, brought into the enterprise by employees who want to use it to chat with friends, family and co-workers, into an IT sanctioned collaboration tool. That’s good news for business managers who recognize the value real-time messaging can bring to their organizations. But it also puts the onus on IT to start taking IM seriously—as seriously as email.

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