The Pros and Cons of Instant Messaging

Some of your colleagues and employees are likely to be big proponents of “instant messaging” in the workplace. But despite the advantages of the technology, be aware that instant messaging can open your network up to hackers and other problems.

Companies are at risk for lawsuits under the legal principle of vicarious liability. Essentially, the employer is held legally responsible for the actions of the employees. If someone sends or receives an instant message that triggers a sexual harassment complaint, a trademark infringement lawsuit, or other claim, the employer can be held liable.

Some industries are responding to the legal issues. For example, the National Association of Securities Dealers (NASD) issued an advisory to its members in June of 2003 stating that IM is subject to the same requirements as e-mail communications. The new requirement means that securities firms are required to maintain copies of all instant message exchanges between brokers and customers for a minimum of three years.

Lauded as the “next big thing” in inter-company communications, instant messaging was quickly adopted by many offices in the late 1990s.

It’s easy to see why the service is attractive to office workers. Instant messages can handle certain tasks more efficiently than Inter-office chatter or e-mail.

As great inventions go, instant messaging has quite a bit weighing against it. The obvious downside is its distracting nature. Bored office employees tend to use IM as the equivalent of making personal phone calls on company time, except this can involve one long call that lasts the entire work day. That aside, IM is a security risk.

More advanced versions of instant messenger are nothing more than interactive peer-to-peer network agents, where most users, often unwillingly, have their computers open for strangers to upload files. Designed to facilitate communications, the files exchanged are often songs and pictures in the case of individuals, and word files and powerpoints in the case of businesses.

In addition to the risk of copyright, trademark and patent infringement, instant message programs are not protected against hackers uploading network-cracking tools.

A hacker application uploaded through an instant messaging network could expose the entire corporate LAN to an intruder, since this traffic typically bypasses the firewall.

Business owners can benefit when employees use IM. Think of the technology as another level of communication within your company. The more communication you have, the better, but you must have strict policies and protections in place.

The use of instant messaging should be planned. Like e-mail, your staff should be aware of the legal, security and technological risks involved.

Deploy business grade, not consumer-oriented, IM that is geared toward corporate rather than personal communication. Also, check into any changes that might be necessary to your business insurance if you use this technology.

Be aware of all the the legal implications of IM so that you get the benefits, rather than the downsides, of instant messaging.

Pros

Free and easy. Users generally install and maintain the application themselves, without an IT department or the equivalent getting involved.

Helpful. Colleagues who used to shout ideas across the hall can collaborate in real time. Many firms use the tool to aid teams collaborating in different locations.

Records a conversation. A chat with a colleague over IM can be saved and printed out, which eliminates the need to write down instructions, phone numbers and lengthy Web addresses.

Cons

Distracting. Would you tolerate office workers talking on the phone with their friends all the time? Short of standing over their shoulders, you have no control over employees messaging with IM.

Involves risks. Hackers could use open IM clients to access machines. Viruses could enter computers through IM, much like they do today via e-mail. Running IM could be the equivalent of leaving the office door open at night.

More threats. There can be legal issues surrounding files exchanged over the Internet. Office workers could transmit offensive messages or download songs from the Net. That could make a company liable (record firms are cracking down on music exchanges).