Instant messaging will save time and be efficient for customers and staff.
I can see why all the young people are really into this service. IM and ask the library
will be popular with anonymity and time restraints. I was impressed with the ask the library instant messaging.

thing 11

Libraries need to offer IM because it can be beneficial for customers who can not easily commute to the library for different reasons. Young people and the elderly can benefit from this service. It can be quite a convenience for all. IM is a different communication channel because it can be more personal and not face to face. The inhibition factor would not enter into the equation for most people asking the questions.