Libraries need to meet their customers where they are - that's certainly not a new or a particularly inspired idea! IM is just one way of our doing that! Along with our telephone services, our 24/7 online resources and our "bricks and morter" facilities, IM allows us to reach out and provide information.
IM is a tool - nothing more or less than that! As we learned to adapt to email (and the telephone for that matter) we can adapt to using IM! It's actually fun! and although our customers may be faster or more in-tune with the jargon (well, for some of us of a certain age that may be more true than for others!) there's no reason we can't answer questions and provide needed information online as well as in person or over the telephone!
Libraries need to be significant in the community - to matter in order to remain part of the community and to continue to be funded with taxpayer money. Libraries have to take the extra steps to reach out to all our customers - and that includes using Instant Messaging. This isn't cutting edge technology - it's reality!
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