Instant messaging at the library by the reference staff can be an interesting way to experience a new mode of communication. Once the challenge of training and scheduling the staff in instant messaging, the reference service can then be offered to the general public in the hopes of attracting the IM users.
Instant messaging from cell phones can be an even greater convenience for the library customer, especially teens. According to statistics, teens are using their cell phones more and more to IM with their peers. Using this information, the library can tap into that age group and be of great assistance in the homework/school assignment/ project area.
Hopefully, as technology changes, we will be able to upgrade and enhance library services in "real-time" type interactions with our customers.
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