Abstract
Many libraries are using co-browsing chat products to provide reference services to their patrons, whilst their patrons are online and using the internet. The concept of such an online service is highly desirable, but many libraries are concerned that they will never be able to afford such a system. This may have changed: Instant Messaging (IM) can provide a very cost-effective way to offer an online reference service with an improved level of communications flexibility that can attract a new group of information seekers, especially those using mobile communications devices. How was this conclusion reached? How effective a solution can IM be, and what types of libraries can best utilise an IM-based solution?
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