Instant Messaging (IM) is a way to communicate online in real-time. IM is different than e-mail because you are conversing by sending messages back and forth to each other instantly. It’s also a great way to communicate with people who may be long distances away. I used AIM a lot when I was away at school to keep in touch with friends and family. The discovery resources say that about 53 million American adults use IM programs. So clearly, this is not just something for teens.
I think that libraries should consider using IM because it is an additional way to help customers with reference questions. I am glad that VBPL now provides IM services. I don’t know how many of our customers have email addresses on their accounts, but at least that many are potential IM customers. So having IM capabilities is good because we are opening up a new way for our customers to communicate with us and get the information that they need, and it may also attract new customers.
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