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.
David Strom has an interesting piece in todays NYT on how a PC centric generation, who grew up with IM, have already made it a staple of US organisation communications. Over the same period it has been fascinating to watch a mobile centric generation, who grew up with text messaging, lead its adoption across organisations within Asia Pacific and Europe. Interesting times indeed.
UPDATE : comScore study reveals Europe surpasses North America IM users