Why should libraries use Im? This is one of the most up to date technologies, if libraries want to be on the cutting edge, they need to use this format of reaching people, especially making contact with young people.
How is IM different from traditional communication? We can email articles from subscription databases and get immediate patron feedback. Im is less formal form of communication. Staff can update each other with missed messages. You can have a webcam with IM. You do not get any spam as you do with email. Im is also instantaneous.
How many IMer's are are customers and why should we care? More and more people are IMing each day, many of the young are doing this. If libraries do not IMing there may lose the young patron, and this is the future market.
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