Case Study of using AOL IM for chat reference

I ran across this article from Morrisville State College Library librarian Wilfred Drew describing their experience in using AOL Instant Messenger for providing virtual reference.

They report getting between 1-20 questions a day using IM. This blog entry actually started out life as a chapter in:

Ronan, Jana, ed. Chat reference : a guide to live virtual reference services . Westport, Conn. : Libraries Unlimited, 2003.

The blogger who posted this chapter is the author and he says he's retained copyright to the chapter.