AnnArbor.com: University of Michigan Librarians on Call 77 Hours a Week to Answer Questions via Instant Message

From an AnnArbor.com Article by Kellie Woodhouse:

U-M has operated an Ask a Librarian instant message service since 2007 and the service continues to significantly grow in popularity, says program director and U-M librarian Karen Reiman-Sendi. 
“(Users appreciate) experts who are providing the instruction and the help. It’s convenient in that I can stay wherever I am in my location and get that help and it’s efficient,” she said, adding that one recent Ask a Librarian user was so pleased with the service the user called librarians “magical people.”
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n 2010-11 librarians answered an average of 836 questions over instant messaging per month, for a total of 10,031 questions that academic year. The number of inquires has increased to an average of 931 per month during the 2011-12 academic year.
Additionally, it turns out more people are chatting with librarians than emailing them. Ask a Librarian receives an average of 349 email inquiries a month.
Users like the instant messaging service because they can speak “live” with the librarian, Reiman-Sendi said. The service is also staffed by librarians with varying expertise, which students and staff find helpful.

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