It probably was a fluke, but yesterday I had more patrons contact me via IM than the telephone. The questions were great too. Not only were there requests for general information, there were requests for specific library information too. It had been quite some time since someone asked me about signing up for a NetLibrary account, but sure enough, someone did via IM yesterday. The patron got access to NetLibrary without having to step foot into the library. IM saves the time of the reader. Ranganathan would be proud, eh Jessa?
If you put the library out there with IM, patrons will use it. Maybe more than you’re prepared to handle. I’m looking forward to the time when patrons contacting me via IM reaches a critical mass and we are forced to alter our staffing patterns because of it.