We use instant messaging with one of our girls who is not in the office for passing along needed information and requests.  She does the data entry, copy requests and polishing up final reports for us - while one girl is in the field and I cover the fax and phones here in our office. (It's in our home)  It really has helped streamline production and for us has been a vast improvement when the volume is high and we are extremely busy.  We also utilize email for recieving orders - and for passing along large copy requests to her.  IM would require some kind of standardization with clientele for it to really be of assistance though - and that's kind of like getting everyone to get the same telephone system- one size does not fit all.  But email is a great alternative - we check ours frequently and find that a number of our clients do too.  We pay special attention to those marked "Priority" or "ASAP"; and it is great because it is documented and we can put the information right into a reply - thereby doing away with putting anyone on hold while the file is located, etc.

Email is a great alternative until we all get on the "same wavelength" with IM'ing.

Ellen