IM differs from other forms of communication in that it offers immediacy of communication among several people in different geographic locations. IM may draw a disproportionate number of younger customers just due to the fact that they "grew up
w/computers" and multi-tasking and are therefore more likely to use IM than personal visits,
telephone calls, or email to a library. Students who can't drive or have no transportation now
have a way to ask questions and receive guidance from library personnel w/o leaving their homes. This may help w/their homework and research pursuits or even save them from getting fines on overdue items.
There is a time and place for IM w/in libraries as long as there are clearly defined hours and limits as to what we can and cannot answer instantaneously.
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