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  1. #1
    4 Star Lounger
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    Argument for MS Messenger at work (OS/2K & Office XP)

    This may sound like an odd request. We are in a Production Office and we process requests from users all day. If a file request or file conversion contains the wrong information we send a MS Outlook mail to the client or user and wait until they reply. If they are that their desk we will receive a replay fairly soon, but if the Client is not at their desk we can wait several minutes or even upto hours. This time is considered lost production, since we have to wait until we are told how to correct the problem. We are looking at installing MS Messenger on the computer so that our Production people can communicate immideately with the User. IF the User is not at their desk will we know right away instead of waiting minutes or hours with eMail.

    Does anybody know of a white paper or anything that argues for installing MS Messenger software?

  2. #2
    Super Moderator jscher2000's Avatar
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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    > IF the User is not at their desk will we know right away

    You know, I personally have enough intrusions, with the phone ringing, people sticking their head in my door, the cell phone... if someone puts one more thing on my computer that distracts me from getting work done, I'm going to smash it to pieces with a hammer. Of course I turned off notification of new mail. And really, it would be senseless for me because I also turned off automatic mail retrieval. I retrieve mail when I want it, not in obedience to the clock. But I digress...

    I wouldn't bet on IM working better than e-mail. And I certainly wouldn't bet on it improving overall employee productivity!

    Anyway, if there is an argument to be made for IM, you will find it at AOL/MS/Yahoo!, or one of the corporate IM providers (whose names escape me... there's one with Tribal in the name, I believe), or maybe Lotus.

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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    We use it in our office, but I've never found it particularly useful. If someone is away from their desk, or simply ignores the message, you only know they haven't responded. The thing will also pop up saying "Joe Blow signed on". I've had it do that when "Joe Blow" was standing next to me and wasn't even in his own office! I personally prefer email because it doesn't disappear when you close the message. Once you close a conversation in messenger, it's gone for good with no record. If you don't answer a message right away, you may find that the other party is no longer on line and so your reply is wasted.

    Oh, yeah, and you need an MSN Passport or an MSN account to use messenger. Security and privacy seem to be major issues there, at least according to Woody's newsletters! <img src=/S/grin.gif border=0 alt=grin width=15 height=15>
    Charlotte

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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    Normaly I would agree with you. I don't need one more thing on my desk. Problem is that the turn around time is very important here. There is a new policy going into effect on Monday, if the job request is filled in wrong and the user can not be reached with 30 min. then the Supervisor or Dept. Managers will be called to make a judgment call on the request. IF the request has to be upgraded to this level more than 5 times in a month, then this would be reason for termination of the User.

    So, we are trying to find ways to reach the users with out having to upgrade the priority. This drastic measure was put into effect because one User submitted a job before lunch, turn off their mail and left for lunch...(2 hour lunch)... after she came back she didn't check her mail or her phone messages for almost 3 hours. By that time her client had left for the day or I should say the weekend... So come Monday morning, what should have been done over the weekend, was not.

    That cost us 2 hours of conversion and setup time on the Mainframe, the reports had to be setup in the Laser Dept. (3 people waited all day Sat. & Sun) for processing. This cost us a little over $5,000 in lost production time.

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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    As for the conversation not being recorded... we take snap shoots of the screen when we do certain steps. This would be one of them, using FullShot software. We would or could also highlight the conversation and copy it to a notepad or word document for archival.

    This is not the only thing we are looking at.. we are also looking into getting pagers for all the key Uses that submit jobs. This might be the best way to go. Also, we are looking at third party (internal) messanger software other than MS. Yes, the Privacy and Security of MSN concerns us very much.

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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    <hr>the Privacy and Security of MSN concerns us very much<hr>
    I've heard good things about Jabber, they even offer the white paper you were asking for (but you have to register to get it).

    StuartR

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    Super Moderator jscher2000's Avatar
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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    Well, you could...
    <UL><LI>Use SMS: send a message of 100 characters or less to their cell phones.
    <LI>Hire an intern to hunt people down. This would not be very expensive.
    <LI>Use an old-fashioned voice intercom system.
    <LI>Tell users to follow-up if they don't get an A-OK confirmation from you within 15 minutes.[/list]And definitely prohibit long lunches!

  8. #8
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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    We are looking into the messag ability of the cell phones but most people don't have cell phones. And the company won't pay for them. As for the Intern. we are thinking seriously about this one. We can use them as a clerk in the office. We do use the Intercom system but 2/3's of our plant is open warehouse and it's to noisey to hear anything. Not sure if the last one will work for us.

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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    You haven't had many encouraging responses, so I thought I'd chime in. I work in the IT training department at a university. We have 15-20 student employees. These employees can be in the office we all share or in one of the classrooms somewhere across campus. It has been so useful on many occasions for an instructor to be able to ping someone back at the office to get a bit of information about paperwork or whatever. There is no phone available and email lacks the immediacy they are looking for. Our supervisor is in another office down the hall and can easily hit us with a question without trying to get the right person on the phone we all share.

    IM is somewhere in between email and a phone call. Email can go for days awaiting a response. A phone call demands that the person drop what they are doing and turn their attention to you. I often use IM to ask questions where I need the answer quickly, but not now.

    IM requires that everyone understand the etiquette. You should try to respond within a few minutes of receiving a message, but you should know you aren't expected to reply immediately. It is less intrusive than a phone call!

    We also use the functionality to send files back and forth. Again this can be convenient if someone isn't in a place where they have access to all the normal network resources and finds they need something from there. This happens to us often when we are in meetings across campus or in instruction labs. IM has saved the day.

    All the IM clients will let you do a quick File->Save if you want to keep the conversation. Otherwise it is fleeting, just like a phone conversation. And that is just fine with me. If you are worried about the security, you probably shouldn't be using email either.

    For what it's worth, I think IM will be a very essential business app in the coming years. It fills a useful niche.

    Bradley Ross

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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    True I have not gotten to many positive responses but I am still going forward with it. I am looking at a third party software that will work internal and not external like Microsofts IM. We have tested the software and the overall workings of this time of message system and it seems to be working great. We can either send a message to an individual or to a group of people using a group ID.

    Thank you for your comments and I also see IM of some type taking a more active roll within the next few years.

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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    Have you ever tried this from a dos prompt

    NET SEND {name | * | /DOMAIN[:name] | /USERS} message

    It sends a popup message bang in the middle of the screen. Almost impossible to ignore.

    For example you could put

    NET SEND smithj "Ring me immediately about your incomprehensible request"

    The box is system/modal so they cannot ignore it withoput clicking OK.
    David Grugeon
    Brisbane Australia

  12. #12
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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    I have not heard of this before. I will see if I can test this out today or tomorrow. Sounds like a good idea.

    Thanks

  13. #13
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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    The only downside is that if someone is typing away without watching the screen, it is easy for them to hit return - i.e. hit the "OK" button - and the message is gone forever without them knowing it was there in the first place.

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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    there is an addin for IM that saves logs - it's called messenger plus http://www.patchou.com/msgplus/faq.htm.

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    Re: Argument for MS Messenger at work (OS/2K & Office XP)

    We use IM here internally as well, but that's because it's an overseas phone call from the Reservations Dept to the Resort, Admin Office and Operations and IT (well ok, ME <img src=/S/smile.gif border=0 alt=smile width=15 height=15>

    Everyone there uses MSN/Windows Messenger, and yes if you close the window it's gone.

    It's less obtrusive (and cheaper) than a phone call, and I usually get a "hey are you there?" message first.

    The solution to "logging" the conversation was to go with Trillian (http://www.trillian.cc) it was covered in one of the WWatches a few months back. I have the Pro version, and some of my users have the free version. Another good thing about it is if you use ICQ or AIM through it, you can do "SecureIM" which encrypts between the two users, which is nice what with all the hysteria about privacy lately.

    Mark

    PS another nice feature is that I can be at home, laying in my hammock with the laptop on a table next to me, and Im "online" and the users cant tell if im actually in my office or downby the beach <img src=/S/smile.gif border=0 alt=smile width=15 height=15> (gotta love wireless)

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