Instant Messaging is real-time communication via the internet. Naturally libraries have become interested in this format because IM offers the patron a different avenue to have a conversation with the library staff. And if you use a service like Meebo the cost is nonexistent. The only difficulty is finding willing staff who want to make the leap into the sometimes volatile waters of the IM arena.
And though the format may be a little strange for the newcomer its quite easy with a little practice. Give it a go!
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