Random stats about the impact of IM

In 2002, IT staff spent $48.90/email user
In 2003, IT staff spent $165.53/email user

IT staff spends 8.9 IT hours a week per 1000
email users resetting passwords.

With the introduction of IM, the typical user has
reduced email use by 12.6%, telephone use by 14.4%,
fax by 11.3% and travel by 13.4%.