I'm not familiar with the publication; this came in to me through the IBM PR team.  The author of the article is Nicole Minnick, the CIO of Shaw Pittman, a law firm..

In 2001 we installed Lotus Instant Messaging for roughly 1,000 users as a natural extension of our E-mail platform. Very quickly, employees found that IM changed the way they communicate, cutting their time sifting through E-mail and voicemail. With offices in Asia, Europe, and the United States, we found the real-time collaboration and ease of use of IM to be critical. An immediate answer to sometimes small questions that can hold up bigger initiatives can reduce both the time and the amount of communication that takes place in a large enterprise.
Link: Optimize Magazine: Should business expand its use of IM? >

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