A convenient, entertaining and easy way to communicate, instant messaging (IM) was a favorite of mostly early teens to young adults between the 2000-2004 years, almost surpassing text messaging as the best mode of written/typed communication. Now a more complex and better equipped system, IM is being used for more than just casual conversations. It’s one of the more common modes of communication for people of all ages.
Dating further back than the ’90s, instant messaging actually predates the internet. It’s surprising to find out that the great-grandfather of IM started around the mid-’60s for multi-user operating systems. Sure, this system is a far shot from today’s emoji-filled, worldwide IM, but the basic principle of communications through interconnected users is still the main endpoint.
Staying Connected
Man is a social being (well, generally). As social beings, that innate need for interaction drives many people to seek out others. As technologies have made interactions convenient, this social need to be connected has taken on a unique form. Through IM and the added innovations and novelties that have been bundled within, it isn’t difficult to see how much more connected everyone is at any given point.
Businesses are essentially social organizations built upon the need for interactions to further business growth, find consumers/clients and achieve goals related to supply and demand. This is evident in the various social media campaigns, advertising and marketing efforts present in all industries.
This very need to be connected creates multiple opportunities to test the limits of how IM can be used.
Instant Messaging as a Tool
IM as it is today provides a platform that can be both personal and of mass coverage. Interactions from person-to-person, person-to-business, business-to-customer, business-to-business, etc. all serve the planned purpose of communication.
Beyond the casual conversations between friends, IM has been effectively utilized as a way to enhance consumer experience and/or generate revenue.
To name a few:
Customer Service
Engagement
Conversion
Retention
Notifications
Advertising/Marketing
Entertainment
Sales
Many more practical applications for IM can be set depending on the aim of a business.
Why IM?
Having the big four of communications available — namely text messaging, email, voice and instant messaging — why choose IM?
Text messaging is just as convenient especially in this age of uber-smart phones. Email is still viable and most businesses still use it. Voice is the most direct. And IM… lies somewhere among these other communications options.
But IM leads the pack. It’s the best of “all worlds.” It’s like text messaging but quicker and with more options that enhance the experience. It’s like email but can include content that would otherwise be unseen via text messaging or discarded by spam filters. It’s as convenient as voice calls but with the added benefit of having a text-based record of conversations which a person can review at any time.
Instant messaging keeps us connected, keeps us informed and provides us the convenience of having an entire world of people and businesses at our fingertips.
