Use the right tool for the job: how well do instant messaging and Short Message Service consumer communication technologies fit your business needs? (Mobile Business Advisor).

BUSINESS USERS AND CONSUMERS are not the same. But, even the savviest of technologists can be blinded by cool software and forget the needs of each group are very different. For example the popularity of Short Message Service (SMS) and instant messaging (IM) in the consumer market has tech industry experts wondering if these two technologies are the next big thing for the enterprise. I say, "Stop wondering." You can save yourself time, money, and resources by taking a realistic look at SMS and IM to decide if they're really a good fit for your overall mobile business strategy.

Technology basics

Think of SMS as paging for phones. You can send and receive messages of up to 160 or 224 characters, depending on the mobile phone you use, and your patience with typing out messages on a phone keypad. SMS users send more than 10 billion messages per month worldwide. However, most SMS use is outside the United States. Adoption has been slow in the U.S. because of lack of cross-carrier support. As carriers work together, consumer adoption of SMS in the U.S. might catch up to Europe and Asia. Already, Cingular and Sprint PCS use the same SMS product, and Verizon, AT&T Wireless, and T-Mobile are implementing interoperable SMS.

But SMS is clumsy, while instant messaging is fun. Instant messaging is real-time chat. You can see if a colleague is online and instantly send a message and start a dialog. Some IM software even lets you whiteboard, exchange attachments, and use audio and video. In May 2002, almost 40 percent of U.S. Internet home users logged into an IM network according to Nielsen/NetRatings.

Reality check

For the right user and the right job, SMS and IM can be useful business communication technologies. SMS is nice feature to have in a mobile phone because talking isn't always feasible or desirable. And, IM helps team member coordinate on-going work and let them ask and answer short questions and send reminders.

But, there are technical issues blocking the mass business adoption of IM and SMS: interoperability and security. Wireless phone carriers are addressing SMS interoperability problems, but security can still be a concern. Companies implementing SMS and IM should use business-grade software; most consumer applications are free and don't offer the same level of security. There are several business-grade IM packages available, including IBM Lotus Sametime, WiredRed, and the Jabber ...