NETWORK WORLD NEWSLETTER: MICHAEL OSTERMAN ON MESSAGING 11/11/04 Today's focus: How one user employs IM
Dear [EMAIL PROTECTED], In this issue: * Several good reasons for using instant messaging * Links related to Messaging * Featured reader resource _______________________________________________________________ This newsletter is sponsored by Cisco Systems Special Report: Bridging the Gap; Enterprise ROI IT professionals today don't indulge in the latest-greatest technology for their own sake; instead they concentrate efforts on projects that are most likely to help achieve business goals. Read about the challenges and opportunities when IT starts 'bridging the gap' and directly contributes to enterprise ROI. http://www.fattail.com/redir/redirect.asp?CID=87956 _______________________________________________________________ WHAT DO YOU KNOW ABOUT THE NEW DATA CENTER? Sign up for Network World's Data Center Newsletter in which Johna Till Johnson and the team at Nemertes Research will provide an ongoing assessment of current data center business drivers and future trends; concrete advice and guidance for IT executives seeking to consolidate data centers, improve disaster recovery, and deploy virtualization techniques. Click here to subscribe: http://www.fattail.com/redir/redirect.asp?CID=87897 _______________________________________________________________ Today's focus: How one user employs IM By Michael Osterman In response to a recent article on instant messaging, one reader - a network analyst in a university - gave me several good examples of how IM can be effectively used in a workplace setting. He listed these examples: * "I frequently get IMs from a help desk technician who is on ��the phone with a customer. I can give her quick answers and her ��call with the user is never interrupted. The user may not even ��know that the call has been escalated." * "During meetings, we can ask each other questions without ��interrupting the speaker. This way 'stupid' questions can be ��vetted with a colleague to make sure that the question is worth ��asking. Other scenarios of this kind of 'note passing' are easy ��to imagine." * "'I need to come over and talk to you in person, but I don't ��want to interrupt you if you're busy or with someone else' [is ��the type of message for which] phone and e-mail are not ��suitable. IM is perfect [for these types of inquiries]." * "My wife sometimes meets with people who are angry and ��mentally ill. She planned for the following IM exchange with her ��assistant, but hasn't had to use it yet: 'I hear voices raised ��in there. Should I call the police?' 'Y'" The first example of IM use noted above is very interesting from the perspective of assisting real-time inquiries in customer-facing activities because it represents a sort of hybrid between telephone-based customer support and IM. We've all been on the phone with a customer support rep that has had to put us on hold while he or she looked for information to satisfy our inquiry. IM in the context of assisting a customer rep in this situation could significant shorten the length of the call, increasing the efficiency of the rep and the satisfaction of the customer. Many thanks to the reader who offered these examples. _______________________________________________________________ To contact: Michael Osterman Michael D. Osterman is the principal of Osterman Research <http://www.ostermanresearch.com/>, a market research firm that helps organizations understand the markets for messaging, directory and related products and services. He can be reached by clicking here <mailto:[EMAIL PROTECTED]> _______________________________________________________________ This newsletter is sponsored by Cisco Systems Special Report: Bridging the Gap; Enterprise ROI IT professionals today don't indulge in the latest-greatest technology for their own sake; instead they concentrate efforts on projects that are most likely to help achieve business goals. Read about the challenges and opportunities when IT starts 'bridging the gap' and directly contributes to enterprise ROI. http://www.fattail.com/redir/redirect.asp?CID=87956 _______________________________________________________________ ARCHIVE LINKS Archive of the Messaging newsletter: http://www.nwfusion.com/newsletters/gwm/index.html _______________________________________________________________ Securing enterprise email: New webcast Watch this new webcast"Securing Enterprise Email" to learn how you can protect your IT infrastructure and drop spam and viruses at the network edge. http://www.fattail.com/redir/redirect.asp?CID=88068 _______________________________________________________________ FEATURED READER RESOURCE NEW! Website dedicated to Networking for Small Business now available The editors of NW Fusion and PC World have combined all their expert advice, authority, and know-how into a powerful new tool for small businesses, the new Networking for Small Business website. Get news, how-to's, product reviews, and expert advice specifically tailored to your small business needs. Find help with Security, Broadband, Networking, Hardware, Software, and Wireless & Mobile technology at: <http://www.networkingsmallbusiness.com/> _______________________________________________________________ May We Send You a Free Print Subscription? You've got the technology snapshot of your choice delivered at your fingertips each day. Now, extend your knowledge by receiving 51 FREE issues to our print publication. 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