Thing 12

Well, I tried several times to ask a question using IM during the specified hours, but always got an "offline" message. The one time I got an "online" message, I had to help a customer at the desk, and didn't have time to ask my question. I can see how it would be hard to multitask while doing IM reference! I guess the staff member who's doing it would ideally not have to be doing anything else. I guess all the kinks will eventually be worked out...