Social Networking for Work at Home Agents

Knowlagent recently conducted a study of work at home agents. They found that almost half of work at home agents were not as engaged as those in center agents. Not surprising when the study goes on to report that email remains the number one method of communication between work at hom agents and their centers. Social networking is used in only 19.5% of centers. Why aren't they using secure IM/chat? Does anyone have more data on this? In many instances work at home agents are only communicating 1 x daily with their peers. You don't want them chatting it up, but some interaction could be beneficial.