Which of the following is a good use of instant messaging in the workplace?

A) Presence awareness
B) Customer service
C) Security
D) Crisis management
E) Process monitoring

Answer: A
Explanation: A) Business-grade IM systems offer a range of capabilities, including basic chat, presence awareness (the ability to quickly see which people are at their desks and available to IM), remote display of documents, video capabilities, remote control of other computers, automated newsfeeds from blogs and websites, and automated bot (derived from the word robot) capabilities in which a computer can carry on simple conversations. Text messaging has a number of applications in business as well, including marketing (alerting customers about new sale prices, for example), customer service (such as airline flight status, package tracking, and appointment reminders), security (for example, authenticating mobile banking transactions), crisis management (such as updating all employees working at a disaster scene), and process monitoring (alerting computer technicians to system failures, for example).