Intranet Journal
The online resource for intranet professionals
Instant Messaging: Corporate Productivity Tool or Cool Toy?
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Security Considerations of IM
Given that IM is a means by which people can communicate and 'discuss' ideas and the goings on of a corporation, it is reasonable to expect that at one point or another information that is not intended for viewing outside of the company will be communicated via IM over a public network. As can imagine, this is enough to make the legal (and auditing) department of a corporation cringe, and perhaps rightly so.
As with almost every other communication method, using IM has its security considerations. In addition to obvious concerns like users downloading files via IM that might be infected with a virus, there are other issues such as identity theft and eavesdropping.
Identity theft involves someone actually participating in an IM conversation while posing as someone else. Given that the majority of IM systems used in corporate environments are public, and thus use the Internet as a transport, there is a very real risk that someone could gain access to a username and password for an IM account. This information would allow them to log on to IM as that person. Eavesdropping represents a similar issue, though at least the person listening in on the conversation can only observe rather than being able to steer the conversation. Concerns about eavesdropping and identity theft should cause users of public IM systems to be careful about what they say.
To combat some of the security issues, EIM systems add an extra element of security to IM applications by using secure authentication systems and in many cases encrypting IM messages as they travel between locations. Some also have the capability to route messages in such a way that they can be kept away from prying eyes.
Managing IM Use
While some companies look to protect IM users, others are more concerned with ensuring that IM is being used for strictly business purposes. Products that provide logging of IM conversations between employees enable companies to ensure that IM is not becoming a distraction. The logging is also useful when it comes to departmental charge backs and work pattern analysis. Misuse of IM is a great concern to many companies as it is with Internet access and e-mail. Monitoring and management requires a level of logging that public IM clients do not provide — another reason why enterprise IM applications are becoming so popular.
But logging is not just about catching employees who are spending countless hours messaging their friends. Many organizations already log incoming and outgoing e-mail with a view to accountability to regulatory bodies and compliance groups. There is no reason why IM should not be subject to the same level of scrutiny. Such concerns are particularly prevalent in the financial services industry and healthcare.
What's Wrong with the Phone?
When pitching the validity of a corporate IM solution to management, a common question relates to the difference between using IM and using the phone. This can be a tough one to answer. It certainly takes longer to have a lengthy conversation on IM than it does over the phone, and like e-mail the emphasis and vocal accentuation is lost on IM. Many people also feel that IM is taking a step even further toward isolation of employees. First e-mail reduced the need to talk on the phone and now IM makes it so that in reality an employee, particularly a remote one, may never need to actually speak to anyone else.
There are certain aspects, though, where IM is a clear winner. One of these is when it comes to conferencing. Almost all IM clients accommodate multiple users in a single conversation. That means you can have, say, four or five people all participating in an IM discussion at a time. Compare this almost free medium with the cost and hassle of arranging a conference call and IM comes up a clear winner. Add to that the fact that people can be conferenced in from all over the world with no long distance charges and it becomes no contest.
Another benefit of IM is that it's a system based on presence. When a user logs into IM they become available. Then they are able to reflect their availability to communicate through IM settings such as "Away" and "Do Not Disturb." If an IM user logs off their PC and switches on their wireless handheld, then they are once again present even though they may now be away from their phone. The presence aspect of IM allows an individual to be available (or unavailable) at any point and from a multitude of devices. It also provides a way for them to determine when they don't want to be available just as easily as when they do.
One final thing, though it depends on the user, is that IM conversations tend to be "on topic" because of the relative effort of having to type each question and response. Such a mechanism makes chit-chat less likely and thus IM becomes a more efficient method of communication.
Coming Up Next.....
In the next article in this series, I'll look at some of the ways in which IM can be incorporated into your business and discuss whether you should take the plunge and invest in an EIM system. I'll also talk to some companies about how they have embraced IM as a corporate communications tool.
Read Part 2 of this series at: http://www.intranetjournal.com/articles/200306/ij_06_10_03a.html.