Instant Messaging (IM)

Description

Instant messaging is a method for exchanging text messages in real-time between two individuals. It's similar to SMS except:

• Communication is usually between PCs or other keyboard-equipped devices.
• The presence of other parties is tracked. Since instant messaging is conducted in real-time,the other party must be online. In contrast, SMS has no such requirement so the message sender has no idea when or whether the receiver got the message. Furthermore, the receiving party must be available to receive IMs. Unlike SMSs, the receiver can indicate explicitly whether he is available to receive IMs.

Usage

IMs are useful for communicating with individuals who spend significant time online. Such individuals may find IMs less intrusive than SMSs and easier to respond to (since devices almost always ahve keyboards). Since IM channels show whether an individual is online and available, a company can have the Messaging Platform send an IM to the customer if possible and otherwise send an SMS.