Instant Messaging can be used to broaden our range of library services, especially reference services.
According to PEW statistics, IM is used mainly by a younger population to communicate with same-age online users. If the library targets this population for IM reference services, we can give them immediate feedback in a less formal setting. This may be a way to reach the fast-paced world of young internet users who may be multi-tasking and need reliable reference information right away.
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