Personally, I've been using Chats and IM since 1998 when I got my very own computer with Internet. I remember being so fascinated by it, that I used to stay up until 5:00am talking to my friends! My parents, of course, hated it.
With the years, since it is not something new to me, I've become disinterested by it, but I can definitely see how libraries could benefit from it, specially if we are talking about a big library. I think it would be easier for the patrons to establish communication with the librarians because it is less intimidating and quicker.
However, I do not consider it a necessity in my library because it is very small.
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