A few weeks ago staff at my library offered a short course in the "Ask the library" program. It covered both how a patron would use the program and how the staff would handle their end of the IM. It seems very easy to use, for people at both ends, even those without a lot of IM experience (as I am).
Our instructor did say that a lot of the questions were about hours and other all-too-easy things, but that some of the questions asked involved definite research. He said that staffing the program was interesting for the most part. I think that I would enjoy doing this at some point in time.
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