Can IM help with software support and rollouts?

My techie roots are really in tech support.  Ever since my college days I've been the guy who fixes computers and teaches newbies some of the tricks of the trade.  One of the problems, of course, is that sometimes problems crop up when you can't get there (for me it seems to be when dinner is on the stove).  I also work from home and from an island so helping my friends at the spur of the moment, could be challenging ... but it isn't.  Why?  How?  My secret?  Instant messaging (IM).  Yep.  Simple, easy, free.

I don't think IM is used enough in the software development, rollout, and support process.  In the development process, just think ... push over a screenshot to confirm a layout ... the client has a question ... the install crew runs into a problem.  Personally I like Skype because the IM and file transfer is secure.  Also you can switch to voice with a click (very, very handy believe me).  Now if your clients and friends are spread out on all the available platforms ... try a multi-network client like Trillian (free/commercial), Miranda (free, open source), or (my fav) Gaim (free, open source).

Downside?  Yeah.  Sometimes you don't want to be (or can't be) disturbed.  I make use of Skype's do not disturb setting (DND) and the Jyve plugin for Skype to control this.  Also don't feel that you have to answer IM at 9 at night if you're not really working.  A nice, polite ..."Could you talk about this in the morning?" or "I'm sorry I'm taking a break from work right now."  lets people know while you are there and are listening to them, you actually have a life too.

Think about it.  Add IM to your mix.

BTW ... I'm not the only one bullish on IM ... Om Malik reports that IM use is up 25% this year.

Go ahead ... download Skype and ping me!

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Technorati Tags : IM, tech+support, software+rollouts