I have watched my children orchestrate multiple conversations using IM. I was amazed, then annoyed, when as we were trying to do something on the Internet together, there were constant "interruptions" as responses were "vital". A generational thing then, the constatnt back and forth bothered my child, not in the least. I was going crazy.
In the world of multitasking, this mode of communication seems to win hands down. I have used IM technology when contacting service support for my computer issues. It was helpful and sure beat waiting on hold on the telephone. Simple questions (like grocery market express checkout for a few quick items) would be great in library world. More involved questions, may still need that face to face or voice to voice contact.
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