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That’s when enterprise IM took off at the $9 billion company, recalls Peter Thrall, IT challenge supervisor in Ingersoll-Rand’s Huntersville, N.C.-primarily based international business services group. "We justified IM by stating it might enable us to extend communications with Asia, Europe and Latin America," Thrall says. The company also had the advantage of already having a single, standard Lotus Notes messaging infrastructure worldwide. For IM, it expanded that system to include Lotus’ Sametime chat operate. Devising and putting in place an enterprisewide IM coverage has been less easy, nevertheless. Sametime is the company’s official IM instrument, but Ingersoll-Rand doesn’t ban staff from utilizing Internet-primarily based IM providers, resembling AOL Instant Messenger, a minimum of for now. Ingersoll-Rand also doesn’t officially archive chat messages, although customers can save chat messages as textual content files. Inevitably though, this will change. The company is actively working on a new messaging coverage that may likely require archiving and prohibit the use of public-domain IM instruments inside the next 12 months, Thrall says.
Within the meantime, the benefits that a standardized enterprise IM system presents-corresponding to integration with a worldwide company e-mail directory-are making it so much easier to seek out folks unfold throughout Ingersoll-Rand’s eight enterprise units and more than 100 manufacturing services. Lotus’ built-in "presence" functionality additionally lets e-mail users know if a colleague is currently on the IM system. If a person is on the system, his title appears in green text in all e-mail from him, to him or about him. If he’s on the system but not at his desk, his identify seems in yellow textual content. Though its worth is tough to quantify in greenback terms, that function is an important piece of the system, says Thrall. One way that Ingersoll-Rand has been able to quantify employees’ acceptance of a standardized IM system is by its excessive utilization. "At first, we underestimated our infrastructure as a result of we underestimated IM’s progress.
We thought we could run all the pieces out of the U.S., so we only arrange infrastructure here, however we’ve had to imitate that infrastructure in Europe and Asia," Thrall reports. His advice to different IT managers: "Don’t struggle IM. Develop a method for implementation as a substitute. In case you don’t, others will do it for you by bringing IM in beneath the radar." St. Croix Casinos and Hotels Turtle Lake, Wis. St. Croix Casinos and Hotels first formally tested enterprise IM last yr to see if it could assist scale back expensive phone calls amongst three of its sites in northern Wisconsin. Calls among the many amenities accounted for 60% of the company’s complete monthly long-distance charges. Before that take a look at, plenty of employees were utilizing IM on company time. "The drawback was that it wasn’t enterprise-related, they usually weren’t speaking with one another," says Allen Breeden, systems engineer. St. Croix opted to standardize on enterprise IM software from Ipswitch Inc. in Lexington, Mass.
The deployment began with the IT division and a choose group of managers who used IM primarily to arrange conferences and query colleagues for technical help. A 12 months later, greater than 200 users are up and operating on the software, and lengthy-distance telephone calls amongst St. Croix websites are down by 60%, Breeden says. Overall, St. Croix considers the IM deployment a success. Still, Breeden cautions IT managers to consider and understand compatibility and integration issues earlier than standardizing on any IM product and scheduling a rollout. "Because it’s a new product, we started out on Version 1.0," he explains. A month later, "we did our first upgrade, but the way we planned on rolling out the client updates didn’t work so well," he says. Specifically, the casino’s extremely dispersed network couldn’t accommodate the software’s automated client-update capabilities, so a work-around was needed. Lesson realized: "Make sure you’re acquainted with all features of the product, and test client updates and server updates earlier than deploying beyond a small check surroundings," Breeden says.