Thing 11 - IM

I remember staying up really late working on papers many years ago, but not minding too much because I could at any time IM my daughter in college who was also up late writing. In fact, I remember helping her find her way around the college library web site, and showing her how to use the databases. Not only was I feeling less lonley at those dreadful hours, but I was also very helpful.

Now that we have IM available to our customers, I know that we are going to keep up with our younger customers in one more way ... we have to (well, not late at night ... ) and that is where they are ... online! Telephone reference most likely created some concerns initially, as did e-reference and we are quite comfortable with these service now. This is just where we should be now.