I have used ICQ & Facebook's IM system and find it a great, cheap way to keep in touch with family & friends. I can see IM being very useful for reference queries - i looked at Topeka & Shawnee library's site & it was fantastic. Certainly one thing i had not thought of was that we would have to support all the major IM players - Topeka had Yahoo, MSN, Google, AOL which would probably be sufficient.
I wasn't to sure how useful skype would be, not sure customers would take up this service, i did a bit of digging and found this article from Ohio University Libraries website http://libraryvoice.com/tag/skype - they found not many users took up skype option they much preferred to IM reference queries.
If we are to use these technologies for reference work we will need to be very clear & precise in the way we respond to questions, it is very easy to be misunderstood!!!
I would love to be using some of these technologies at our library but our IT restrictions would make it very difficult!!!!
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