I have previously done chat reference at my former library jobs in Austin. University of Texas used Questionpoint and eventually so did Austin Community College. Because of the timing of most of my work shifts, evenings into nights I had several interactions that left a bad taste in my mouth about the whole chat thing. No, you don't need to know what I'm wearing!
Until this assignment I have been avoiding personal IMing because it reminds me too much of work and potential unpleasantness coming from the other party.
I realize how IM can be useful in the library, especially for short, ready reference type questions and for electronically available articles, books and websites. For longer and more challenging reference questions IM could be a good place to start by finding out from the patron what they are looking for, format preference, date needed by and how to get back to them. Basically a virtual reference interview.
Communicating between library staff members is another good use for IM as well. Not just reference staff referring questions to other branches but between staff in one building. Circ staff could notify reference staff that a potentially hostile, aggresssive or overly-talkative with library employees type of patron has entered the library and vice versa.
Stil not sure if or when I will ever IM for fun and profit.
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I agree that im is great for interoffice communication, especially the quick stuff. Seems like there is always one thing you forgot to ask someone, as soon as you walk away from their desk--and im is great for that sort of thing. I used to do chat reference and agree its really an art getting people enough information to keep them online with you, and yet still answering their question. I usually ended up pushing alot of websites, articles, and saying review these and come back if you need more information.
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