Appendix A

1. Brian Deagon, ‘‘Top Brass Slow to Embrace InstantMessaging Technology—Explaining IM Benefits,’’ Investor’s Business Daily (July 2, 2003).

2. Harry Wessel, ‘‘IM: Two Little Letters Equal a Big Help to Some Businesses,’’ Orlando Sentinel (June 25, 2003), G1.

3. Lisa Meyer, ‘‘IM Intrigues the Enterprise: VARs Tasked to Control Disparate Instant-Messaging Implementations,’’ Varbusiness (May 12, 2003), 62.

4. Nancy Flynn and Randolph Kahn, Esq., E-Mail Rules, New York, AMACOM, 2003.

5. Ibid.

6. Ibid.

7. Ibid.

8. Ibid.

9. Ibid.

10. Ibid.

11. Ibid.