Table of Contents:

Definition and Overview

1. The Current Status of IM

2. IM as an Integrated Communications Platform

3. Network-Based versus Device-Based Approaches

4. Presence Awareness

5. Security Issues

6. Standards and IM

7. Revenue Potentials

8. Conclusion

Self-Test

Glossary

PDF of this tutorial

Customer demand for IM services has already been demonstrated by the acceptance of existing services. But carriers have been missing out on potential customer groups and revenue streams by offering these services only as fun for chatting. There are business applications possible for integrated communications platforms built around IM. Advanced capabilities include presence awareness, contact management, and multimedia communications. Important issues include privacy, security, and standards. These must be dealt with before messaging can penetrate the business market. Carriers stand to benefit from implementing advanced messaging through customer retention, direct revenue, electronic commerce, and targeted advertising.