Instant Messaging

There are a lot of good reasons for a library to use instant messaging. It's very popular, and with patrons expecting more services delivered to them more conveniently, chat reference seems like a very logical step to take. People can get help from librarians from home in a format they already use all the time and feel comfortable with.
It doesn't cost much to start offering chat reference services. Many open source programs are available and these are quite effective. Chat reference can be integrated with the other tasks performed at the reference desk depending on the workload at a particular library. While getting it set up technically and training the reference staff would take a certain amount of time, it isn't a huge investment.
Many programs are available that make things very easy for libraries. Meebo is one example of an IM program that works across different programs so that librarians could have all of their conversations in one place easily. The interface is very similar to other IM programs, so most librarians should find it familiar and intuitive to use.
Another nice feature of Meebo is that you can imbed chat boxes into your website, so people can contact you through the library homepage. They don't have to be on their home computer or add the library to their buddy list. They can just type in a question with no extra steps or trouble. The easier and more straightforward something is, the more likely it is that people will use it. To get reference services, people won't have to come into the library, or pick up their phone, or even send an email. They can IM their question and get a response almost instantaneously.
In today's information market, this is especially important for libraries. We are getting more competition from the private sector than ever before. Answer services online and via text message are getting more popular, and these are services librarians can provide for free! All we have to do is open ourselves up to the new climate and new technologies. If we want people to use our services, we have to make them easy and convenient and advertise them well. A chat reference service is a great addition to the library and a great way to modernize services at the same pace as our users are moving forward.