It is true that being available through IM will impact your workflow, just like adding telephone and email reference did. Take a look at this post I saw from our internal staff communication blog:
Sunday afternoon
At one point this afternoon, I had had 3 walkup, 3 phone, and 3 IM reference questions.
Some might say, “That’s quite a bit going on.” That’s not false, but the statement shouldn’t have any negative implications. In other words: How cool is it to have more people using the library?
