Adam Gartenberg's Blog

Business Analytics and Optimization, IBM and Social Marketing

Gartner: IM as critical as having access to phone or e-mail

A rather lengthy article posted by Gartner last week highlights their view on the role IM will play in the corporate world, including a prediction that the penetration levels for enterprise IM will rise from its current 25% to nearly 100% by 2010.

For many knowledge workers, instant messaging (IM) is as critical as having access to a telephone or to e-mail and enterprises that haven’t already done so should start incorporating IM into their critical business processes immediately, Gartner said today.  Gartner predicts that by the end of 2011, IM will be the de facto tool for voice, video and text chat with 95 percent of workers in leading global organisations using it as their primary interface for real-time communications by 2013.  The worldwide market for enterprise IM is forecast to grow from $267 million in 2005 to $688 million in 2010.

Instant messaging systems have moved from the fringe to become a key part of an enterprise’s collaboration infrastructure and are increasingly displacing existing forms of communications from ad hoc telephone calls and emails to pre-planned meetings and video conferences.  Enterprises are beginning to invest in IM and associated technologies accordingly.   “Although consumer IM use has been predominant in business, we expect penetration levels for enterprise grade IM to rise from around 25 percent currently to nearly 100 percent by the end of the decade,” said David Mario Smith, research analyst at Gartner.

The article also highlights the importance of presence, compliance and security concerns, and the role IM will play as the central focal point in a Unified Communications deployment and how IM usage will impact e-mail usage.

Link:  Gartner Predicts Instant Messaging Will Be De Facto Tool for Voice, Video and Text Chat by The End of 2011