As for choosing the tools for the job, CLP's Locandro advises using the packages and applications available on the shelf. "Pick what suits you at your stage of evolution," he said.

Mass coordination

The ideal collaborative scenario is to integrate tools and platforms so that users instantly communicate with each other without having to leave their core applications. For example, call center operators can stay within a CRM application and still locate an expert to answer a query via IM. Users can call a colleague via IP telephony to discuss edits to a shared document.

While the potential is great, IT organizations need to be prepared for the consequences of deploying this instant communication capability. Vendors and end-users stress the need to educate users on the appropriate use of these tools, understand infrastructure and resource needs, and set policies.

Tsang at WebEx says firms need to think about their IT resources. Is this technology right for my needs? Is it scalable? Do I have the skills to manage these communications tools? Can I manage the bandwidth and security needs? These are questions users must ask, he said.