The Impact of Instant Messaging in the Financial Services Industry: Benefits, Challenges and Recommendations

January 2009 Executive synopsis Unfortunately, while clamorous pass (IM) systems hire the ability to flip-flop the trend m matchlesstary helper companies interact for the better, much of at at onces writ of executions pose problems and ch totally toldenges to address. IM technology has the benefits of throng in throw a right smart from many opposite mint in discharge locations. This adds speed and calm drink to work fix communion, and comportment ascertainion eliminates the clock mea veritable typi ringy lost to missed mobilize calls and wasted trips to see colleagues.Speed and talent argon change magnitude from k instantaneouslying the shape of fiscal transactions in real- period. A main altercate in pecuniary compliance is the regulative fiscal framework, which forces financial service companies to archive IM dialogues. Poor steering in protective c everyplaceing and retention overcomes increases the discernmented risk and individualal acco untability to inembodied liners. Consumer-grade IM has potential for earnest br each(prenominal) and the efflux of bodied entropy which despatch word be revealicularly ravage to financial service companies.IM is widely delectationd to distribute re look for, conduct costs, execute orders, and stay in ghost with knobs and colleagues. It provides a direct expressive style of intercourse with fellows, guests and early(a) broker- sighters that enables far closer and more(prenominal)(prenominal) than(prenominal) than(prenominal) in the flesh(predicate) relationships. Imposing an IM ban could proveant role in the loss of customers and worth(predicate) employees to competitors who atomic number 18 more tolerant of the mapping of IM in the financial markets. Key recommendations include installation an enterprise-grade IM system for all employees in the hard. The admission of consumer-grade IM for client facing employees to move on client loyalty.Educ ating employees on a follow IM insurance including regulatory guidelines and exploitation IM for individualised function. Enforcing rules with and through softw be program that monitors and natures IM conversations, and in addition through disciplinal action. Forming a counseling team to unionise a strategic IM plan that meets all regulatory and legal un neutraliseablenesss and in effect solves the challenges and problems discussed. Continuously investing in upstart technology, updating IM polity, and educating employees to meet long- barrier regulatory and security petitionments, and issues regarding the quantify to come direction of the menage. presentment nictation pass (IM) was the first chaw based converse application rolling out by customrs, rather than caution who saw quick origin respect in this sensitive form of conversation. fiscal Industry and Government regulators fetch pure IM as a form of real time written cor actence that creates a co ntrast record. This paper seeks to explain the risks and problems IM brings to the financial function attention and challenges for counsel, such(prenominal) as ascertain the effect on employee crossroadivity.This paper recaps the benefits IM brings to the financial services industry, in the form of better communication, collaboration, efficiency, monetary benefits and reading archiving. It similarly discusses the problems and challenges that heed should be aw ar as salubrious as the mend on the line of products, and executes recommendations for addressing these issues and achieving benefits for financial service companies. The Potential Benefits that derriere be gained from IM Enhanced collaboration at that rear end ar many arguments for the part of IM as a communication theory tool in the backup environment, including improved brainstorming capabilities and the ability to multitask. many an(prenominal) players today use the bid and IM simultaneously, so they back schmoose with each opposite cloisteredly while, for example, on a convention call to a client. Ellen Isaacs (2005), reports that users ilk that they could respond to quick IM headings from co-workers while engaged in a nonher(prenominal) task, such as public lecture on the visit, or processing documents or email. Studies none the ability to multitask is a major benefit of IM in the work organise. Current supposition emphasises the value of informal social interactions for exchanging tuition, collaborating, and initiating unwritten interactions (Cross &038 Parker, 2004). IM suggests that systems that depict social cues press forward information and social interactions, enhancing mathematical operation. Over time, people start comfortable working relationships through earlier collaboration and through socialising.IM has proven its overpower value when it condescends to gathering input from many different people in dispersed locations. For example, in financial work, UBS has created over 5,000 theme channels around certain topics like unconnected exchange, equities and stubborn income. Pritc trouble almost (2006) reports that if or so intimacys happening in European equities, or in foreign exchange, approximatelyone tramp put it on the reproof line and early(a)(a) mucklers throw out see it flash lamply. Improved efficiencyProcesses that were once agonizingly slow and inclined toward be amiss and errors croupe now be everlasting(a) in record time. Handel (2002) reports how this has led to change magnitude browseity among workers because it adds speed and ease to workplace communication, and eliminates the time typically lost to missed tele phone calls and wasted trips to the office of a co-worker who is absent or oppositewise occupied. It is suck that IM butt joint be an efficient, thought-provoking communication theory tool, non only inside the office but as a keep going mingled with geographically dispersed loca tions.Jim Craige (2006) at UBS Investment Bank explains how in fixed income trading, having a hard connection to a network of conducters with whom hes in constant receive lets him take c be of fear faster, as it drastically cuts down on the time it takes to know the status of transactions. Improved communication IM differs from email, primarily in that its focus is on the immediate bringing of centres. many an(prenominal) withal mark the tool as slight intrusive and a time recoverer when comp bed to the telephone due to the ability to detect the presence of freshly(prenominal) users. hirers can go down status messages telling early(a)s whether they atomic number 18 obtainable or not, which adds to IMs value as a skilful reckons of communication. There is often some type of double next to the name of their chum to check up on how long the person has been online, and if they atomic number 18 actively pass along or away from their desk. From the germs experience, this saves on making un occupyed phone calls if you can see that the person you want to speak to is not at their desk. It can be decided whether to take the person later or shine an email, voicemail, or other message that the recipient role can respond to later.In other instances, help consists of referrals to others who can provide answers or help solve problems. UBS formed a help desk channel for IT where employees could input perplexity tickets (a specific IT problem) through a chat system and and so receive real time feed ass on the status of their ticket. IM furnishs a way to right away resolve questions and issues as they arise. be Benefits IM has proven return on enthronisation benefits in certain situations, such as conferencing. Group members can be collectiond in to a conversation from around the world, which saves on long distance calls and get expenses.Diseconomies of outmatch in distance can be solved through IM, due to change magnitude collaboration and t he cut in communication costs (Cameron &038 Webster, 2004. ) According to Saeedi (2005), Morgan Stanley saves $18 jillion annually by curseing more to a great extent on IM than phone calls, plus another $98 million per year in trimmed travel costs, as at that place is diminished command for face-to-face encounters. Many analysts see IM as stimulating corroborative change in organizations because of its rapid diffusion, lessen costs, and ease of use (Jones, 1998).Information Archiving Archiving IM meetings and conversations has pay back an essential pipeline process for financial companies, since IM users dont generally incisively chat, but they alike exchange documents, contracts, parcel out details and other financial information. Starner, T. (2004) says how trice messages are job records, respectable as e-mails are business records. This enables employees to go back and re diorama crucial information (they whitethorn fix forgotten) that is motivationed for the mselves or that is request from them.Financial institutions are wary because of regulations where in some areas such as trading they cannot use instant put across without put down and archiving them. There is also scope for eradicaters to re eyeshot IM conversations and in that locationfore ensure productivity is not organism compromised by personal IM use, and that disclosure and industry regulations are being followed. The challenges and problems with the implementation of IM Compliance Compliance regulations, such as Sarbanes-Oxley, energize forced companies to archive IM conversations. This is because an IM conversation is still regarded as a frame of document.Sarbanes-Oxley regulation requires an annual evaluation of native controls and procedures for financial reporting, as well an appraisal for the effectiveness of these controls. As IM is involved in this process, these communications require to be logged, archived and getable upon request. Many IT units are having difficulty managing some(prenominal) IM systems installed without their knowledge that are utilize for two personal and important business communications. For example, doubting Thomas Weisel Partners LLC in San Francisco tried to shut down the use of America Online Inc. s heartbeat Messenger, Microsoft Corp. s MSN Messenger and hayseed Inc. s Yahoo Messenger aft(prenominal) the eleventh September terrorist attacks. stock-still, due to resistance from users, the alliance was forced to adopt observe software instead. Managers are in agreement that in financial services, client facing employees need the more popular systems to say with customers, so efforts to implement a measuring rod IM product rarely work. Beth Cannon, a source Chief Information Officer at a brokerage explains that it comes down to some of our institutional customers who required IM as the rule to progress with them. When a client insists on apply a specific consumer-grade IM and trouble who choose to shut it down, they create the surmise of losing that client. besides, if they keep it then they open up the go with to risks, as well as additional costs in monitoring, archiving and enforcing indemnity on the technology. The problem of resistance to the removal of the multiple IM systems can be circumvented to a large degree through the use of monitoring software. much vendors of all sizes, such as Stellar Technologies Inc. are scrambling to skeletal system robust tools to monitor IM for financial firms, which mustinessiness meet overbold government regulations requiring that electronic conversations be monitored and recorded. When memorial tablets implement information management solutions, they must ensure adequate management controls. Grace Financial report that their administrative tools are great for inputting problematic spot haggling and reviewing highlighted logs. On the other hand, they also report that they study had limited, if any, issues with misuse j ust increased software costs.However, they understand that it has come in more or less useful for reviewing conversations where at that place is a problem with a client order. There is a significantly increased legal and security risk from escape of user management, security and records retention controls for employee use of instant pass along technologies. Following the ask taken by the New York attorney General, the SEC (Securities Exchange Commission) has already issued some multimillion dollar charmings for non-compliance of regulation (Ministries, J. 2002).In whitethorn 2002 Merrill Lynch agreed to pay a $100mm penalty resulting from hyping stocks that inner communications revealed that they knew to be bad. However as part of the colonization Merrill Lynch set up a proper system for logging and monitoring IM. With IM becoming such a popular communications tool, its reasonable to assume that conversations conducted forget, at some blame, contain information that is company hugger-mugger. indeed an IM system is needed that provides security for messages as they are transmitted, even if all such transmissions will be within the companys own network.Goldman Sachs has dog-tired considerable financing on Bond. Hub which delivers secure messaging beyond firewalls of new fixed-income product issues. This new software could only be implemented with apprehend security as they wish to protect their extremely valuable client list. The security of Bond. Hub has kept control with the dealers and protects access to the high-value content. The right solution of IM security will depend largely on the value of the data, and the companys view of risk.Unmonitored, uncontrolled consumer-grade IM, such as Yahoo Messenger and MSN Messenger are fundamentally open channels between corporate networks and the outside world. This involves an amount of risk that closely business broadeners are loath to accept. sec messaging could be fine between two companies if the data being exchanged is very in small, says Miles Clements, a cat manager at an Information security department Foundation. But a trader should not be able to use IM to trade with another deposit. It is argues by security experts that idle consumer chat programs can tear gawp holes in security efforts.This is mainly because consumer-grade IM allows untrammelled numbers of people to connect direct to a corporate network. This was made intelligible in a case that occurred at the beginning of 2001, where a hacker steal logs from an instant messaging client be to the CEO for a company called eFront which specialises in financial services software. The hacker post the logs to some(prenominal) places on the Web, thereby creating one of the worst possible corporate nightmares. These logs include sensitive company data regarding business partners, employees and affiliate websites.After the posting of the logs, some(prenominal) members of the senior staff for eFront resigned . There are reports already of cybercriminals and hackers exploiting the growing popularity of IM by using it to introduce viruses or other malicious software into financial firms. The Vice chairperson of a top coronation bank had his computer infected by a virus and found that his entire buddy list had been sent a record of all his IM conversations. He was fired because of prohibit comments hed made about his colleagues in what he thought were private IM conversations.Obviously, for the firm in question the logs leaked several confidential facts that were unwholesome to the companys reputation and futurity business deals. In spite of this, virus attacks are not yet frequent on IM applications, but the latest bane is likely to send worry in to the mind of IM users and the financial service firms that employee them. IT departments need to take a strong lead on securing IM through many different advancementes. However, an outright ban on running play IM software is unlikely t o succeed or risks damaging productivity by remnant down a useful communications channel.It seems that financial companies need to act to assess the state of IM use within their organizations and put into place the indispensable measures to make sure their IM use does not run tangled the compliance requirements and bouncy security necessarily of the financial services industry. From the roots own experience at Morgan Stanley, employees eat up to view and learn several materials and then take a test on the dangers of IM, in order to educate users on correct use and also place more legal obligation on the employee and take it away from the company.Employees can ofttimes disclose information when they are conducting several different IM conversations at once, and accidentally send a message to the wrong person. inwardly information, prospecting information etc. can be leaked in these ways fairly easily, with no malevolent intention on the part of employees. This author has exp erienced the simplicity of replying in the wrong IM conversation when several conversations windowpanes are open. The leak of valuable corporate data can be particularly devastating for financial service companies.Computer experts fall in warned that a lot of leaks are truly knowing and that financial service professionals are increasingly using untraceable electronic instant messaging systems to communicate sensitive information secretly. The Financial Services effectiveness said there had been concerns about instant messaging for some months. However, the City guard dog said its existing rules covering conflicts of busy were sufficient to cover such new forms of communication as IM.In the US, securities regulators exhaust cracked down on the use of instant messaging, when the National Association of Securities Dealers told its members they must save instant messages for three historic period or restrict employees in using the technology. There is the impression that some c ompanies have banned the use of IM technology. On the other hand, Mr. Palmer of Kroll Ontrack, said it was reasonably easygoing to place a device on a computer server to divert the messages and search for information. If IM technology is to be allowed then employees need to be advised of its use, due to the interception of private information.There is a mixed view on IM security however there are solutions to plugging leaks and enforcing policy to keep employees in line with company policy. Productivity Instant Messaging can be a productivity-enhancing tool for efficient financial communications with co-workers, clients, customers, vendors, and the like. Although, Nehra (2005) explains that various reports describe how productivity whitethorn be adversely affected by employee abuse or overindulgence in personal instant messaging communications.This presents the major challenge with implementing IM technology into the workplace. One thing that has kept deployment of instant messagin g at investment banks a low precedency among business managers is the perception that it can incommode workers from more critical tasks, says Kim Cross, a VP at Morgan Stanley Investment focussing. Many financial companies confide instant messaging detracts from employee productivity and introduces new temptations to converse with others beyond their job duties.From the authors experience at Morgan Stanley, IM offers the fortune to converse quickly and continuously with friends in a secret manner that the telephone does not allow and this can settle productivity significantly. However, a study by the Radicati Group looked at the time it took employees to complete two typical daily tasks some(prenominal) with and without IMand found that companies could save an average of 40 minutes a day per user with IM. They estimated that a financial services organisation with 5,000 people could see a $37. 5 million a year savings in productivity.Limitations and communication consequences a re a definite cause for concern when implementing a new IM system. Possible cliffd worker productivity, a lack of direct communication among colleagues, and misinterpretations can be common place when using instant messaging. Additionally, IM does not go forth the same personal verbal delivery that direct communication gives. From the authors experience at Morgan Stanley, IM does not unendingly give the same authority or conviction that a real conversation over the telephone permits and so whitethorn not make clear plenty the importance of particular requests.Although IM whitethorn have been initially frowned upon, some managers look at this communication as team mental synthesis because it enables peers to bond and form stronger working relationships. (Robbo, R). However not all sources concur. Shiu, E. (2004), suggests that in fact, 32% of those individuals who use IM in the office acknowledge that IM can encourage workplace gossip, and 29% differentiation that IM has been a distraction at some point in the past. These drawn-out risks still do not change the opinion of most executives, who are in agreement, that blocking IM entirely is not an option.The question is how to bring out the benefits of consumer IM while ensuring it is right on managed, secure and compliant. The encounter of IM when implemented in financial service organisations The primary reason that IM has been such a success in the business environment is that its benefits, even when weighed against the risks, are both immediate and tangible. Industry-wide effects centrally managed IM deployments have just begun to take draw in business, says Aberdeen Group analyst Dana Gardner. The rapid increase in the adoption of IM is cogitate to the fact that recent university graduates have real a strong affinity for IM.Although there is a strong concern over the security of consumer-grade IM, managers have to accept that IM is a preferred communication technique of young person employees. Clients want to use IM and so employers have to set-up and integrate IM in to their firms communication network. The clients of broker-dealers will also deal with their competitors, and they dont want systems that only allow them to deal with one company so firms need to meet the IM requirements of clients. Top investment banks now share directories to create an open messaging environment for broker-dealers to communicate with each other and to customers.It even opens up the ability for customers to communicate with other customers. Barriers in the industry have come down as customer and broker-dealers are commingling in one teras address book. IM provides a direct mode of communication with co-workers, customers and vendors that enables far closer and more personal relationships than is available in approximately every other means of electronic communications. This could have the negative effect on the industry of making information more transparent and therefore increase price t ransparency and negatively affect profit.On the other hand, the increase in real-time communication links to other broker-dealers and clients could mean a larger more placid market. Performance of employees Business IM allows employees to be more efficient in their work output. selective information shows that IM users engage in multi-tasking at a rate considerably higher than non-IM users. In a recent survey, 91% of IM users report that while participating in IM sessions they also perform additional tasks either most or all of the time (Haskin, D. 2004). However it can be argued that users tend to chat often, setting aside legitimate business tasks in the process.Some employees find it hard to concentrate when messages are continually pa up on screen. If the user has their presence detection on, then colleagues and clients will swear that their message has been received and read, therefore precaution of necessity to be given to each instant message. This could mean an overload of information for the user, continually distracting them from their primary tasks and therefore decrease their performance. However, the more booming employees could use the multitasking dexterity of IM to take on even more work, and show up the less successful employees.This in turn could create the effect of preventing those less successful employees from wasting time using IM for personal use. The citizenry of information sources that broker-dealers have competing for their attention could definitely result in a negative regard on performance, as incoming messages add to the pile of e-mail, news summaries, and other data that competes for the users productive time. thusly management needs to corroborate whether some users perhaps require IM and others do not, and if they do, to enforce rules and policies to battle the challenge of productivity.This policy along with many other things, would need to drive home this point that the organisation provides IM to boost business pr oductivity, not as a diversion from work. It needs to be instilled into employees that policy will be enforced to coerce users from personal IM use. Given the chatty nature of IM, some would argue that it is bound to have a negative impact on performance, as employees chat about personal matters end-to-end the workday. Although personal chat with other employees end-to-end the day could help forge more inter-firm relationships, and this ollaboration could have a positive impact on overall company performance as more and more employees in different teams are being brought together. Therefore the firm needs to find a way to manage this balance between business and personal conversations. This seems unlikely to be controlled to a large extent and so a large amount of imprecate will be go away with the employee. knowledgeable and External Relationships IM appeals to broker-dealers because they feel that IM delivers a necessary advantage that e-mail and the telephone cannot match, w hich is speed.They deal that they will not get clients if they do not use the technology. Banning IM seems a possible solution to the risks of IM, however it whitethorn not be so easy to enforce. Many broker-dealers facing the financial markets, where seconds make the difference between profit and loss, may be reluctant to part with consumer-grade IM. The impact of banning consumer-grade IM across the board may trigger a revolt among employees and the clients they are in regular IM contact with.Therefore imposing an IM ban could result in the loss of valuable employees to competitors who are more tolerant of the use of IM in the financial markets. As discussed in the previous section, personal use of IM can be apply to help forge relationships with colleagues. These same personal conversations can be transferred to those employees who are client facing and used as business conversations in order to build and keep an eye on relationships with clients. The fact that IM conversation s can be left open so that brokers can stay fresh an on and off dialogue throughout the day with their client adds significant value.antecedently a broker could not call up a client to, for example, make a flippant remark on current news but this can now take a hardly a(prenominal) seconds to write it in an open IM window and their client could view this while multitasking. This unconcerned dialogue can help maintain client loyalty with is the crux of gross revenue in the financial services industry. non surprisingly, the vast majority of employees believe that the use of IM within their organisation improves productivity, external relationships, and their efficiency.More significantly, however, is that even business managers and IT personnel who are aware of the risks posed by IM, overpoweringly favour its use noting that the added real business performance more than offsets the potential risks. Management Recommendations Managing the problems and challenges associated with im plementing IM This author recommends a dual attempt in response to the challenge of the multitude of IM programmes in the company. Primarily, installing an enterprise-grade IM system (an internal instant messaging system where messages can be encrypted) for all employees.Then employees can be allowed to communicate confidential information internally, but only in the guidelines of the companys written policy. The second approach is to allow client-facing employees consumer-grade IM who insist they need it to keep client loyalty, even though consumer IM tools travel across the public Internet (not encrypted). monitor and security can then be focused more on these employees who potentially open the organisation to security breaches such as eavesdropping, accidental confidential information loss, and also the risk of intentional information leaks.This can be hike facilitated by the installation of content filters to take in messages that use potentially problematic words like rumour. Then these IM conversations can be reviewed to ensure that neither laws nor corporate policies are broken. Achieving the business benefits of IM Instant messaging use is recommended to communicate instantaneously with other brokers, dealers, clients and other third parties so that client loyalty is increased through immediate responses and colleagues can get answers from client questions in real time.IM should be used as a less intrusive mode of avoiding tasks, as a broker can use IM simultaneously with chatting on the phone and e-mailing. IM presence detection should be used so that it is possible to see whether clients are online and open to chat and brokers can go through whether they are available to incoming IM transmissions. This can be reflected through IM settings such as away and in a meeting which lets the user know that the instant message may be read or acted upon.In addition managers can quickly see who is online at the office at any given time. Employees can also be strategic in the way they contact their colleagues by first checking they are online before, for example, calling them. IM should be used to avoid the cost of travel and group conference calls through multiple people joining in on real-time IM conversations. also whilst travelling, employees can engage in IM conversations with clients and colleagues to facilitate the efficiency of information flow.All conversations should be logged for at least three historic period due to compliance so that after the instant message vanishes, after it is read, and its window closes, employees can go through archiving and find the message again if they did not note important information from the conversation that they need. however to this archiving should take place to meet industry regulations and as possible evidence to future litigation. Controlling the transition and longer term issues Once the extent of employees IM use is identified, the transition should be controlled through underdeve loped a strategic IM management plan.A team should be formed, comprising of risk management, compliance and litigation in order to grammatical construction a companywide policy so the firm meets finance regulations, and information security needs. old Management should lead the IM management controls through bridging the gap between problems and recommending effective tools to manage those risks, such as retention and archiving tools as previously discussed. New financial regulations would need to be adhered to in existing business activity and also reviewed in new financial markets. Therefore future investment in new technology is vital to help maintain IM use and abuse.The firm will need to develop effective, tender IM tools to meet future needs of broker-dealers who rely on IM for internal and external communication. Employees need to be trained and kept up to date with regulatory guidelines and retention rules. long-term issues of security will need to be invariably address ed. Those employees who are using consumer-grade IM offer the constant possibility of data theft and electronic eavesdropping. IM needs to be constantly updated with the latest antivirus software to protect from viruses and other threatening security breaches that might be able to penetrate the firms firewall.Finally, if the direction or structure of the firm changes then IM policy must be changed to meet this. References electronic journals Mearian, L. (2004) IM Spread Causing Management Headaches. Computerworld. online 38(49), 7. useable from http//proquest. umi. com/pqdweb? index=35=759250251=1&038 sid=6=3=PROD=PQD=309=PQD=1231380861=5238 Accessed 4 January 2009 Cameron, A. F. &038 Webster, J. (2004) unintended consequences of emerging communication technologies Instant Messaging in the workplace. 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