It's interesting to use other IM services to compare with our own. I think we have a few advantages - first it is Virginia Beach Public Library employees answering the questions for the customers visiting our site. Not always the case for others using IM - some share responsibilities, so it could be a librarian sitting in a California Library answering a question from the Ohio Library site. Because I often ask questions on IM about items specific to the library I am asking, it often means I don't get the answers I need. (In fact, I have never had someone refer me to the correct location to find the information - very frustrating.)
Another advantage for us is the Meebo account that doesn't require a customer to already have an IM account. It gives those with less techology skills the ability to still ask a question.
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