I've heard that some libraries have been adopting IM as their virtual reference tool instead of paying for a pricey package. Seems like there might be something to it:
http://news.yahoo.com/s/nm/tech_teens_dc;_ylt=Ak2KNkWb.Lb9XPR6JEkGe2YjtBAF;_ylu=X3oDMTBiMW04NW9mBHNlYwMlJVRPUCUl
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