IM and Libraries: A Good Combination

I am a big fan of libraries using IM as a way of connecting with patrons. I have witnessed several IM interactions at the Virginia Beach Public Library. On each occasion the library staff member was able to eventually answer the patrons questions. The customers who asked the library an IM question received good service from the library in my opinion. It is another way for the library to serve customers. Some customers want instant results and IM is the service for them.