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Business Use for Instant Messaging (#350)
Posted: 7/23/2002; 9:21 PM by Terry Frazier
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Ernie the Attorney provides a short, succinct scenario for the business use of IM. It will become common in the enterprise.
Business Use for Instant Messaging?  - Yep, apparently Lands End uses it to answer customer questions as they browse the catalogue company's website.  The cheery representatives will even use IM to redirect the customer to a particular page on the website if necessary.

I see IM working its way into law firms too.  The other day was illustrative.  I was on the phone with an important client in one of those situations where I couldn't get off the phone no matter what happened.  A call came in on my other line, and I ignored it.  Thirty seconds later I was paged by the receptionist.  I had to E-mail her to let her know I was on the phone, and we traded E-mails so that I could (1) find out who was looking for me (2) tell her to tell the person to call back in 10 minutes.  All of this took more time than it should have.  Instant Messaging would have been much faster.  Of course, now I suspect most law firms will view IM as some sort of frilly toy. [Ernie the Attorney]
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