Instant Messaging

Instant messaging is a great tool when "instant" is required. The challenge is that all parties must be using the same system.

Within an organization, it works well. Between organizations or individuals, a little pre-planning is required. This is not unlike the PC sharing software, where parties must select a software tool and both log on.

For interactions between library staff and patrons, there are certainly situations where instant messaging would be helpful and appropriate. Examples would be health sciences, business, military, and similar time-sensitive cases.

In the public library setting, patrons may desire instant responses but rarely are these essential. Looking at our library, I see that we already have cases where phone calls are coming in to the Ask Us desk while staff is handling "in-person" patrons. Adding instant messaging to the mix would not seem to improve service - unless there is staff dedicated to telephone, email, IM and other electronic reference.