Presence, IM and Real-Time Communication Trends, 2008-2011

Chapter 1

• Executive Summary

Chapter 2

• Background and Methodology

Chapter 3

• The Current State of Real-Time Communications

Chapter 4

• Drivers for Presence and Real-Time Communications

Chapter 5

• Adoption of Enterprise Instant Messaging

Chapter 6

• Desired Features and Functions

Chapter 7

• The Role of Presence

Chapter 8

• Inhibitors to Real-Time Communications

Chapter 9

• The Future of Real-Time Communications

• North American Instant Messaging Penetration, 2008-2011
• Email Users Equipped With Various Other Communication Technologies
• Enterprise Instant Messaging Systems That Have Been Deployed
• Length of Time That Employee- and IT-Deployed Instant Messaging Has Been in Use
• “Have any of your employees ever been fired for looking at other employees' email or instant messaging conversations without having permission to do so?”
• Key Drivers for Instant Messaging Use
• “Does your organization develop and/or deploy any applications on top of your instant messaging/presence infrastructure, such as allowing access to a CRM system or enterprise directory through an instant messaging interface?”
• Effectiveness of Instant Messaging as a Means of Reducing Telephone and Fax Costs
• Key Decision Makers for Deployment of Enterprise Instant Messaging Solutions
• Current Status of Adoption for Enterprise Instant Messaging
• Importance of Reasons for Rolling Out Enterprise Instant Messaging
• “If you have deployed (or would deploy) enterprise instant messaging, what are (or would) your plans for consumer instant messaging?”
• “Does your organization have a formal policy related to instant messaging use?”
• Elements Included in Instant Messaging Policies
• Preference for Protecting Consumer Instant Messaging vs
• Plans for Deploying a System to Archive Instant Messages
• Importance of Various Functions in Integrating Instant Messaging and Telephony
• Importance of Various Capabilities for Instant Messaging Security
• Importance That The Instant Messaging / Real-Time Communications System Come From the Same Vendor as the Corporate Email System
• “Is your organization willing to accept some reduction in the security of your internal messaging systems in order to allow your users to communicate via public instant messaging networks?”
• Key Job Functions That Use / Would Use Wireless Instant Messaging
• “How common is it for instant messaging presence to be used to facilitate communications and collaboration in your organization?”
• Knowledge of How to Use Presence Outside the Context of Instant Messaging
• Factors That Are Holding Back Greater Use of Presence
• Reasons for Not Deploying Enterprise Instant Messaging as a Pilot or in Production
• Concerns About Enterprise Instant Messaging
• Reasons for Being Unlikely to Replace Consumer-Grade Instant Messaging Clients
• Barriers to Integrating Instant Messaging / Real-Time Communications With Telephony Views on the Impact of Instant Messaging on Email Traffic
• Importance of Extending Presence, Instant Messaging and Real-Time Communications Into Various Applications
• Likelihood of Swapping Out Consumer-Grade Instant Messaging Clients in Favor of Enterprise-Grade Clients During the Next 12 to 24 Months
• Importance of Using Instant Messaging for B2B and B2C Communications, 2008 and 2009
• Email Users That Use or Will Use Telephone Integration, Such as the Use of a Soft Phone in Their Instant Messaging Client, 2008 through 2011
• Importance of the Concept of Presence, 2008 and 2009
• Priority of Integrating Presence Into Other Applications, 2008 and 2009
• Interest in the Use of Wireless / Mobile Instant Messaging, 2008 and 2009
• Median Budget per Email User for Instant Messaging and Presence, 2007 through 2009 Delivery Models Used for Instant Messaging and Real-Time Communications Capabilities, 2008 and 2009
• Desirability of Various Delivery Models for Enterprise Instant Messaging and Real-Time Communications Capabilities
• Desirability of Various Delivery Models for Enterprise Instant Messaging and Real-Time Communications Capabilities If Options 3 and 4 Were Priced >50% Lower Than Options 1 and 2

• Instant Messaging Systems in Use, Being Considered and Not Being Considered
• Importance of Various Communication and Collaboration Capabilities
• “If you were going to roll out instant messaging to each of the following groups, which would you prefer for each group?”