I have been using IM for a long time now, and frequently text my family. I know that I can text my sister (a teacher) during the day and get a response faster than if I called and left a message for her to call me back.
The library staff uses e-mail to communicate with each other, and patrons e-mail us from our website. Instant messaging could be a useful tool for quickly providing reference services to patrons. This way they would not have to wait for their e-mail to be forwarded to the correct party and answered. An instant connection would be made with the library staff member, plus there is the added benefit of having a record of the transaction.
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