The rapid adoption of IM to conduct business proves that it can be an effective business tool — but its use brings potential liabilities.
Experts recommend that instant messages be handled in the same way as e-mail, which can be considered records and be subject to legal discovery and records retention requirements.
CRM director Diane Carlisle explains how to to integrate IM protocol into the business operations.
an article of Penny Lunt in Transform Magazine February 2004 [Smart Mobs]