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IBM Cambridge Research Center

  Technical Report: Maturation of Instant Messaging: Savings, Behaviors, Social Networks, and Beliefs

Maturation of Instant Messaging: Savings, Behaviors, Social Networks, and Beliefs

Technical Report #:02-05
Author(s): Michael J. Muller, Mary E. Raven, Sandra Kogan, David R. Millen, Kenneth Carey
Category(s):Instant messaging, chat, synchronous communication

Abstract

A Collaborative User Experience Technical Report: more about CUE...

We describe the introduction of Lotus Sametime™, an instant messaging (IM) product, in an organization. This brief report analyzes the development of several aspects of user experience over a 24-month period: (1) savings in the use of other communication channels, (2) growth in messaging behaviors, (3) change in messaging partners, and (4) beliefs about the value of the product. Although IM is a simple “walk-up-and-use” product, users show subtle development in skills over an extended period.

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