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How is IM Used in the Workplace?

The heavy use of instant messaging both in the workplace and at home made me think about if there have been any studies done about how IM programs are used in the workplace. I came across this great study:

A study entitled “The Character, Functions, and Styles of Instant Messaging in the Workplace” by 5 contributors working at AT&T Labs have analyzed the uses of instant messaging in corporate communications. They came to the conclusion that “28% of conversations were simple, single-purpose interactions and only 31% were about scheduling and coordination.” The way instant messaging is used was mainly divided into 4 categories: “[asking] quick questions and clarifications, coordination and scheduling work tasks, coordinating impromptu social meetings, and keeping in touch with friends and family.”

Besides these types of conversations, the researchers found a difference between the “heavy” and the “light” users of instant messaging programs in the workplace. Consistent, or “heavy” IM users used instant messaging to collaborate and work on projects with other heavy IM users. Occasional, or “light” IM users, mainly used instant messaging to coordinate and ask questions.

They also found that many workers use IM as a multi-tasking tool, which is one of its major benefits. This is definitely why Brosix has only continued to see increased growth!

Contributors to the study were: Ellen Isaacs, Alan Walendowski, Steve Whittaker, Diane J. Schiano, and Candace Kamm. To view the study in its entirety, visit: http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.19.7080 , where you can download it for free.

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