Thing 11

I do think that IM reference can be useful for public library customers, and the technology can also be helpful for staff in certain instances. I think the issue is getting staff to the point where they are familiar enough with it to feel comfortable helping customers by way of a mode of communication in which speed is an important issue. In libraries we have always tended to work more slowly with our customers, putting lots of thought into our transactions. But these days it seems that customers are often more interested in speed than in quality.

But I see how IM is a valid way to communicate with some people, and the more people we reach, the better. Right?