Dear Bob ... I've been hearing about IM in the media for a couple of years now, and frankly, I don't get it. We don't use IM here, and there hasn't been much call for it. Our e-mail is instantaneous, as is telephone communication (which is more direct and personal). Plus, there is wireless phone SMS. Aren't these channels "instant" enough? I'm truly baffled by the phe Dear Bob …I’ve been hearing about IM in the media for a couple of years now, and frankly, I don’t get it. We don’t use IM here, and there hasn’t been much call for it. Our e-mail is instantaneous, as is telephone communication (which is more direct and personal). Plus, there is wireless phone SMS. Aren’t these channels “instant” enough? I’m truly baffled by the phenomenon.What makes IM worth going through all the additional trouble and expense to implement, support, and secure – especially in an environment where all IM communications would have to be retained and archived for legal reasons?I would appreciate hearing your observations on the issue. – Instantly baffledDear IB …I have two separate and independent answers. The first: There are differences, which are subtle but nonetheless matter. E-mail might be instantaneous, but it still involves noticing the new message, opening it, clicking “reply,” and sending it as separate steps.Telephone conversations have the advantage and disadvantage of conveying whatever each party blurts out, after which the blurts are gone – there’s neither a temporary nor permanent record of what was said.Instant messages appear as soon as the sender hits the Enter key. They’re intrusive, the way a ringing telephone is – there’s no wait until the recipient notices the inbound message. There is, at least, a temporary record of the whole conversation so each party can review what the other really said. And, there’s an ability to edit phrasing before sending. Think of it as blurt prevention. Each of these media have their own advantages and disadvantages – they’re complementary.Okay, that’s the first answer. It’s my personal analysis of why people might find IM useful (and how I find it useful, although my use is pretty limited).The second answer is this: It isn’t for either of us to second-guess those who do find it useful. I’m equally baffled that anyone would want to listen to rap music. If I was an executive at, say, Musicland, and I limited the Sam Goody inventory to music I personally understand and like, I’d be an idiot. It’s a fact that many people in business find IM to be a useful communications medium. Unless I think I know more than they do about what it takes to be effective in their roles, I’m best off trusting their judgment and figuring out how to support it.– Bob ——– Technology Industry