Overview

In this chapter, we take a long, hard look at IM from a user perspective. We will also try to relate the user perspective to the technical details that take place behind the scenes to help you gain a fuller understanding of what IM is, how it works, and how it is used in both business and personal settings. This chapter will provide you with a solid understanding of the capabilities and features of IM software today. It should help you to decide whether or not IM is right for you, whether or not it is suitable for use in your home or business, and the benefits (and risks) that using IM brings with it.

2.1 High-Level View of IM

IM is one of the most widely used software applications in the world. In a recent (August 2004) study [1], the researchers' findings provided some surprising information:

• Over 53 million American adults now use IM it is used mostly among young adults and techno-savvy users.

• Most IM users still use email more frequently than IM; however, many are turning to IM more often than they do email.

• IM is moving into the American workplace. At-work, IM users report feeling positively about how IM improves workflow and the quality of the workday. However, some think that the use of IM encourages gossip, distracts them from work, or even adds stress to the workplace.

• IM use differs markedly among age groups. Most notably, younger Internet users employ IM in greater numbers...