Via the Social Software Blog:

I.M. Generation Is Changing the Way Business Talks

Banks, insurance companies and other old-school businesses are using instant messaging to communicate with customers and quickly route queries, all within seconds. In the not-so-distant past, e-mail was considered state of the art, and responding within 24 hours was considered prompt. Those days seem quaint now; instant messaging is used in more than 80 percent of corporations, according to a report by Michael Osterman, an industry analyst.

This article details the many – and I mean MANY – benefits of IM in the business world. One point is IM is going more and more mainstream. Yet another reason to offer IM in your libraries.