This would be a good starting point for a case study were somebody doing more in depth work in the use of instant messaging in e-learning (this article is itself pretty superficial). It describes how Boston University's admission counselors use instant messaging to field questions from prospective students about admissions procedures, college life or the status of their application. This actually works pretty well - I recently had a difficult banking problem solved by a staff member using an online instant messaging service accessible from the bank website (to which I had turned in despair). Via University Business.
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