One other point I discussed briefly with the librarian was the issue of print vs. online reference resources.  I wanted to know if IM reference questions were most likely to be answered with online resources.  This was something that I wanted to compare with my own experience.  The answer was that there is a tendency to use the resource that would be the most convenient for the patron (good answer!), and because of that online resources are often the choice.  This answer was balanced, though, with the information that most of the reference collection is digital rather than print. 

All in all, this was a very positive experience for me.  There were no technology glitches, and the interaction was very pleasant and professional.  I have to say that I felt as if I would get the same level of service using IM as if I were asking questions.  That’s fabulous, since that’s what I want my patrons to feel!