An interesting piece of research has been done by Ellen Isaacs et al.. They examined IM use at AT&T labs and discovered that all our notions about IM use for business purposes are wrong.
An excerpt:
Although people consistent with our "light user" profile have until now been generally regarded as typical of all IM users, our research suggests that the majority of IM traffic actually involves heavy users working collaboratively to address complex, work-specific problems.
[ Found via Stowe Boyd at Corante ]
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