Instant messaging (IM) isn't just for chatting up your friends and colleagues any more. Enterprises have started to explore using instant messaging for customer service. With Forrester Research ...

Instant messaging is booming. Almost everywhere you look, people are typing messages to friends and work colleagues at a frantic pace. These are not e-mails but rather short messages that often travel ...

In a world of nonstop busyness, instant messaging is easier, faster and simpler than other types of communication. Now that it’s shown its worth, companies are rushing to make a good thing even better ...