That is a rather apt description, don’t you think? I believe instant messaging will eventually displace email. I’ve heard many arguments against my position, but I really think it will happen. Of course, I liked New Coke when it came out so consider that point in my prediction.
ManageSmarter.com offers this piece – Rethinking Instant Messaging -as a discussion on the use of IM. The article contains 2 points that I think will drive the expansion of IM:
He says IM is more effective than e-mail for critical-action items like getting approval on a press release.
and
IM also pushes out to the customer at Web sites with live-support chats, increasing customer response.
So many aspects of our world are built upon speed and productivity that IM will become the faster answer to email. To the first quote above, IM is effective in that you know if the person is live on the other end. You can then get straight to your discussion. Second, there is no waiting for them to sift through all of the emails in their inbox.
To the second quote; in my personal experience I have found customer support via IM to be the quickest answer to my problem. Phone support has turned into a black hole in which you emerge on the other side in India. At times it works and at other times it is a time sink.
I’m still bullish on IM and the way it will change business in the very near future.