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Chat. Such a brief little word, suggesting something ephemeral, inconsequential… throwaway remarks and trivial content, that even in the business world feels closer to a post-it note than an email.

Today chat is used across organisations for every purpose: internal technology teams brainstorming on Slack, wealth managers making investment recommendations on Microsoft Teams, or customer support on RingCentral Glip. The tools we use for chat do everything from sharing links and documents to posting animated gifs and reactions as well as circulating videos and mp3s. It’s a productivity enhancer for internal collaboration, particularly in distributed organisations, and increasingly a channel for customer service and new business development externally. Chat has become an essential tool for the way we work and get things done today.

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Rosa Lear

Author Rosa Lear

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