Instant Messaging

So far, IM is the only item in our 2.0 tutorial that I had previously used. (Exodus is on the computer at my desk).

New technologies eventually seem to settle into their own niches, and over time those niches can shift. Isn't this true of everything from horses to radio to computers? And a new technology may not supplant an old one exactly as expected. For instance, IM hasn't functioned all that well as a substitute for phone contact in our department, partly because a phone can be answered by anyone who hears it, while IM (at least as we have set it up), must be directed to a single individual. And that individual may not be the one available to answer queries.

However, I've found IM to be ideal for directing a quick question to a specific person, when you don't want to interrupt with a phone call, or when you'd like to transmit a URL or other info best suited to text form. I like IM in this context. For me, IM is finding its own place in my work routines and serving a different purpose than phone or email.

A fellow blogger notes that teens and young adults generally opt for text messaging, rather than IM. This should be an important consideration in implementing instant online ready reference. Chat reference seems to be yet another alternative, though according to one of the IM articles, chat is prone to technical difficulties. As a consumer, I've had mostly good experiences in getting customer assistance via the chat links on company websites.