Read and find out about how libraries are using IM to serve customers

Okay, I agree with much of the reading this time. If IMing could help libraries reach the "unreachable" in a matter of speaking the so be it. The fact is there's a sector of society that will not dawn the doors of a library, yet the still need library services. So IM is a great way to get them the library services they need. IM is different from traditional communication channels (other the the telephone of course) because it's real time.