Information Technology Reference
In-Depth Information
nuances in language use and inflection can produce enhanced under-
standing when synchronous systems include voice and video content,
while simple chat interfaces and instant messaging allow managers to
respond to emerging issues rapidly, without having to miss other events
requiring their physical presence.
Instant Messaging
Like e-mail and RSS feeds, instant messaging (IM) relies on a specialized
client application that coordinates textual communication between two
users acting in real time. Because there is little or no lag in this communi-
cation, it is much closer to a conversation than is possible using asynchro-
nous means. Like a face-to-face conversation, similar social conventions are
used for IM communications. Users take turns “talking,” and most clients
display some form of indication to the other party when a user is typing a
new entry, so that the discussion does not become too fragmented.
Instant messaging systems make use of a client application at each
end of the communication, connecting through a service provider. These
systems have proliferated, including commercial providers such as AOL,
Yahoo, MSN, and Jabber. Other servers can be implemented exclusively
within an organization, such as the popular ICQ service that is commonly
implemented for communication between helpdesk staff members.
Instant messaging can provide a means for rapid communication
between organizational members, particularly when implemented with
some form of state awareness (examples: away, busy, on the phone, avail-
able). Instant messaging clients can also be used in an asynchronous man-
ner, akin to leaving a message for someone that will be received when that
person is next online. As with e-mail, instant messaging communications
may require logging and archival in some enterprises, because of regula-
tory or legal mandates.
Chatrooms
Chatroom systems extend the instant messaging capability for back-and-
forth communication to a larger audience. Typically, these solutions are
implemented as Web-accessible systems, although there are enhanced
standalone chat clients for enhanced security and integration with
