It is the most used software application in your company, by far. Most people spend more time on email than on any other single activity at work. Scary stuff . But more alarming is the fact that although you and your staff have been developing very smart ways of using email to save money, speed up the business and keep customers and staff happier, most vendors are not interested.
Email is now a loss leader.
It's become a victim of its own success and like the Internet browser is now seen simply as a way of getting and holding onto customers so that they can be sold other higher-value stuff. Nothing wrong with that , but it means that email has become a management issue like no other. For a start, that means selling you the idea of instant messaging and knowledge management. Let's consider instant messaging first.