Instant Messaging (IM) allows real-time communication with contacts.  People can instantly tell if a colleague is online and chat with them using text, audio, and/or video.  Collaboration may be enhanced with white-boarding, file transfer, application sharing, and remote desktop control.

Features

Messaging

allow immediate, text-based conversations between two or more people.

Presence Detection

to enable one computer user to see whether another user is currently logged on. People have control over how their online status appears to others.

Desktop Audio/Video Conferencing

to allow dynamic, on-demand sharing of information through a virtual "face-to-face" meeting.

White-boarding

to allow multiple users to write or draw on a shared virtual tablet.

File Transfer

to exchange digital files with people.

Application Sharing

to enable the user of one computer to take control of an application running on another user's computer.

Remote Desktop Control

to enable a support professional to take control of all functionality on another user's computer.

Benefits

Despite their popularity, consumer-IM clients such as AOL, Yahoo, and MSN Messenger often fall short of business requirements. Issues related to security, archiving, integration, compliance, and standards call for an enterprise-grade offering. ITD’s service is hosted and managed within the boundaries of the ND state network, providing the platform and piece-of-mind for:

• Faster decision-making and problem solving.
• Rapid dissemination of information.
• More productive meetings; with immediate access to expertise and fewer attendees.
• Better engagement of teleworkers.
• Improved responsiveness among colleagues.

Requesting Service

ITD’s online Work Management System (WMS) may be used to submit a Service Request for “Email/IM/Rightfax/Quota.” On the form, click the drop-down box by Instant Messaging and select “Add Instant Messaging to this Email Account.” 

When requesting a large number of IM accounts at one time, simply fill out one Service Request and attach a spreadsheet with all the User Names.

Requests are typically completed within one business day.

Technology

Microsoft Office Communicator is the client used in conjunction with Microsoft Office Communications Server.  Visit Microsoft Office Communicator Homepage for product information, training and a tour.

Fun Facts

In 2013, Instant Messaging is predicted to grow to 1.7 billion users worldwide. In 2009, there were:

• 1 billion IM users.
• 2.5 billion IM accounts.
• 47 billion instant messages per day.
• 53 instant messages per user per day.

Source: Amazing facts and figures about Instant Messaging. (April 23, 2010). Royal Pingdom. Retrieved September 14, 2010.   

Service Level Agreements

• Enterprise Service Levels