Thing #11 IM and Libraries

I believe we should offer our customers as many ways to communicate with us as possible. We've added new formats for check out over the years, so why not new ways of communicating? My only current frustration is staffing. At WW we are still working short right now and have not been able to participate in the VBPL pilot program. On any given day we may have staff from 2-3 different libraries answering the phone and serving customers at our help desk. It's just been too difficult to schedule. I do know that because of Learning 2.0 most of our staff have been testing the IM waters!