Thing 7 - Web 2.0 Communication Tools

While at the State Law Library and the Legislative Reference Library, we answered email reference questions constantly and the numbers of questions rose each year. Yet at Century, we receive barely one email per week. I plan to publicize the service starting next fall to see if that helps. I also want to implement IM reference. Some staff question the need, but I don't see how it can be a bad move. It's really no harder than answering the telephone. I do wonder if it will be used more than our email reference.