I do like the ease of use with IM and Chat. It's nice to be able to get an "instant" message about something without having to go through emailing that person. By being able to see their status, you don't have to sit around waiting on an email response if they're out of the office. This way you get a quicker response.
Our library does not currently use IM or Chat, but I can see it being a useful tool.
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