IM and Library Reference makes a good combination from what I witnessed. My experience with Ask the Library was a pleasant one. I asked a question and within seconds I got a friendly response. A librarian introduced herself which made it personal right off the bat. I quickly received an answer to my "where might I find books regarding quotes by famous people?" I was given some call numbers and was even asked if I was looking for any in particular quotes. I was impressed how smoothly reference IM went!
Later I talked to a librarian in IM reference about their experience. I learned that it was a whole new avenue for them but they generally enjoy it. I was told they sometimes get impatient people that ask a question and within minutes of hearing no response log off. On a more positive note, they will get patrons who need in depth help. For instance, I was told of a girl who was doing homework and had numerous questions. She said that she might have a few more and might still need their help. Instead of just answering the few she already had asked and move on, they stood on stand by until she gave the O.K that she no longer needed assistance. If that's not quality customer service than I don't know what is!!!!
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