looks like illinois is in the forefront with instant messaging--that's cool. read the library journal article, enjoyed the humorous blog about acronyms. i now see how this as a very useful tool for reference. instead of playing phone tag with someone or trying to explain to them what's available, with IM they can see it, with the URLs you send them, and you can have the quick exchange of information. less wasted time for the librarian, i would think, gathering stuff that is really not what the patron is looking for.
despite various expressions of frustration, this process is actually proving to be quite straightforward and easy.
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