I really like the idea of IM at the library, ie;Virtual Reference Service. However, there are many pitfalls to getting started, such as adequate staffing, and user friendly environments for those patrons interested in the service. Good training is crucial, if the staff member is not comfortable or familiar with the IM environment then they could deter users from returning.
VR also seems like a great way to appeal to teenagers, but they are very selective with their time and communication channels. Of course if we are going to "do their homework for them" then they may get to really like our stodgy librarian IM environment!
Additionally, we have patrons who do like using reference by phone and similar patrons might really like the immediacy of IM reference. As a library we should be willing to meet the needs of a wide variety learning styles. Some patrons may only be comfortable with VR and if our system can be properly staffed then this would be a great service.
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