Využití instant messagingu pro komunikaci mezi firmou a zákazníkem

Instant messaging is an internet service allowing watching status of their friends and sending text messages or computer files to them. Main difference between instant messaging and electronic mail is in speed of delivering messages. The messages are send and delivered in fractions of seconds. Receiver is actively notified in the time, when message came. This kind of modern communication makes its way into commercial sector. However the enterprises don't use the same services as people use in their homes. Although there are enterprises allowing customers to communicate by standard protocols. This work is aiming to describe actual situation of instant messaging technologies in Czech Republic, to enlighten the attitude of commercial sector to IM communication with customers and to choose the right protocols and clients. In the beginning the work is looking on electronic communications at large, describing their specifics and security risks. The next part is focusing on history and present status of instant messaging and trying to forecast the future tendencies. In the third part, the work is aiming on Czech market, his specifics and present state. Parts of this research are questionnaires which have been given to the costumers and to the enterprises as well as test conversations. In the next part, the work is describing instant messaging protocols and their clients. Showing the differences between technologies and where can be some difficulties with using them. This part is ending with matching protocols and clients. The last part sums up existing findings and tries to sketch out close future.