Hmmm... the LJ article was pretty interesting. "Instant messaging isn't going to replace other forms of communication. But it can make your reference services relevant to a whole new group of users, while serving existing users even better." And these new users aren't necessarily teens, but 20-somthings who grew up in the 1980s with computers. This changed my view of IM a bit. Another interesting tidbit was patrons IMing the library while they are IN the library. I think that's just lazy - get off your duff, for heaven's sake - but it seems a sign of the times.
VBPL offers IM but it's not heavily used. Too bad we don't have a feature in the newspaper (LJ article again). I must have heard about libraries going to collection agencies about 4 times in the news, including NPR. This is just as big a step.
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