Thing 11 How libraries are using IM

IM (instant messaging) differs from traditional communication channels since IM allows instantaneous communication between a number of parties simultaneously. It is considered less intrusive than phone conversation since people aren't forced to reply immediately. In contrast to email IM lets parties know whether their peer is available, busy, or away from the computer.
It is more genuine than email since allows easy colloboration.

IM's availabilty and ease of use has made it extremely popular. Libraries are now using IM to communicate and answer questions in real time.

IM has become increasingly popular with teenagers since it allows easy communication with friends. 87 percent of teenagers between 12-17 are online. 4 out of 10 online Americans are using IM, thats 53 million Americans. In order for libraries to stay up to date with all of their customers they must start offering IM services.