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Learning 2.0 plugs along in library land. This week's learning lesson was focused on Instant Messaging. I'll probably give away my age here, but I never could see the reasoning behind IMing - especially on a cell phone. Why not just dial the number and talk to the person? But I guess there's some degree of mystery to it all. "Talking" without really "talking." Is that like "sort of" being pregnant?

But I've also come to learn, through the library, that IM can take on different life forms. Of course, for our younger generation - it's all cell phone use. But the library department has a new IM information resource for our customers. During set times during the week, customers can IM library staff for real-time, live assistance. I decided to check it out today and found it most interesting. When I signed on, the reference staff member immediately asked "I thought I lost you - glad you're back" but she was referring to another customer who she thought she lost contact with. We had a nice chat and I learned that even though IM can work at lightening speed, she said that customers still want their info instantaneously - in other words - NOW! I can't help but wonder how much faster folks expect IM reference work to be....I imagine they feel that way because the reference staff may have to leave the desk for a minute or two to go retrieve the info the customer wants. But still, how much better is that than having to drive to the library yourself?

I agree with a library co-worker who states that IM is the "ready reference" desk of our future. Technology is changing so fast that it can make your head spin. It wasn't that long ago that I had my first pc with a whole 20 MB of hard drive space - and that was over the top at the time! But if we stay on top of, or at least even with, that technology, we'll be able to deliver the quality service that our customers demand - and deserve.