Part 1:

I tried IMing two different libraries with this question: What percentage of U.S. teenagers play video games? (it’s something I’ve been trying to research myself, and haven’t had a lot of luck finding.)

I found the experience frustrating. It did open my eyes to the other side’s perspective for when I am answering IM questions, though. It took over 5 minutes for the first library to IM back. They asked some clarifying questions and about 10 minutes later said it would take a few minutes. 20 minutes after the original question, they sent me a link. The second library never responded at all.

If you want a quick answer to a question, it’s still probably best to call or go to the library. I think most libraries haven’t put enough resources/staff into IMing to make it a full-fledged service. I know that is a big issue with YA IM here — it is only available a couple hours a day, if that. I am often doing it while I’m on the desk and busy with other patrons, so IM questions get pushed to last. I guess it’s better than nothing.  I did eventually get an OK answer, and the people were really friendly, so I would call it successful.

Part 2:

I admit I didn’t actually send an email / IM within the building, since I do that regularly (and answer both emails and IMs). I think this is a great way for teens to contact us, since they can be anonymous and they are often very comfortable with technology & electronic communication. I know Ask a Librarian tends to be fairly slow (I know I’m not always able to get back to people right away), but I always try to be as thorough as possible in my answers. IM is more immediate, but also more spotty (at least in the YA dept).