IM conversation with a reference desk librarian in a public library

here is the actual conversation I had with the reference desk librarian from Champaign Public Library, in Champaign, Illinois:

Please wait for a Librarian to respond
You are now chatting with a Librarian from The Champaign Public Library
CPLLibrarian: Hello.
CPLLibrarian: Welcome to the Champaign Public Library.
CPLLibrarian: How may I help you?
you: Hello! I’m a student working on getting my MLS to become a librarian, is this a good time to ask a few questions about IM reference?
CPLLibrarian: Well, it’s as good of a time as any ;^)
CPLLibrarian: If we get busy, I’ll let you know.
you: ha ha, thanks, no worries I understand! I’m in a class about using web2.0 technologies in library, this week is using IM
CPLLibrarian: Ok.
CPLLibrarian: Do you have any specific questions?
you: I have a few questions,
CPLLibrarian: Shoot!
you: what percentage of your overall reference help is IM?
CPLLibrarian: I don’t know specifically.
CPLLibrarian: However
you: no official numbers needed, but what you feel
CPLLibrarian: I do know that the percentage is fairly low (at least right now).  I’m guessing 5% or less.
CPLLibrarian: We get more via e-mail.
you: not too bad, do you see any difference in the questions posed through IM vs having a person in front of you or even on the phone?
you: are they more rude? more open?
CPLLibrarian: Not really.  Occasionally, we get a kid wanting to know age/race/gender type questions.
CPLLibrarian: The ones we like best are ready reference type questions.
you: questions just asking you about your personal age or race?
CPLLibrarian: Sometimes, folks will send a full-out reference question, and we’ll have to get back to them.
you: I like those the best too,
CPLLibrarian: Sometimes kids (usually teenagers) don’t realize this is a business type atmosphere, and they think they’re talking to another kid.
you: do you personally like working as a reference librarian through IM, is it harder to communicate,
you: hahaha do they throw out: ttfn, lmao, lol and such lingo?
you: I know some of the literature I’ve read mentions language barriers from younger patrons
CPLLibrarian: Oh yeah.
CPLLibrarian: I don’t usually have any problems with that (I’m one of the techies).
you: haha yay for techies!
CPLLibrarian: It’s just trying to explain to kids why you can’t talk to them all night!
you: now are you actually at a desk at the library or do they have an outside service do it?
CPLLibrarian: No, I’m actually sitting at the reference desk even as we “speak.”
you: now what would you do if you had a person come up, phone just starts to ring and IM come through on the screen
CPLLibrarian: We do sometimes have people do virtual reference from the back (depending on how many patrons are running around at the time.)
you: some of my classmates had concerns
CPLLibrarian: I pick up the phone, and ask them to hold.  When I get to a place where I can answer, I pick it up.
you: so it’s not the end of the world, people are used to waiting and are pretty understanding, right?
CPLLibrarian: During this chat, I’ve answered the phone 3 times, and dealt with 2 people in person.
you: ooh you’re good!
CPLLibrarian: Yes, as long as folks know that you notice them, and acknowledge them, they’re pretty cool about waiting.
CPLLibrarian: I’ve also had LOTS of practice!  LOL!
CPLLibrarian: We’re a busy library!
you: I find that’s true too, I don’t work in a library, but I work at a Barnes & Noble as the Children’s dept. manager,
you: esp during Christmas time, I have a line of customers waiting for help, they follow me like I’m a momma duck
CPLLibrarian: Yeah, I’m sure you’re REALLY swamped the day after Thanksgiving!!!
you: haha YES, I’ve survived almost 3 years,
you: but I am looking forward to becoming a librarian SOON, though I know I’ll find a lot of the same behaviors
CPLLibrarian: Well, I wish you luck.  Being a librarian means your NEVER bored!  Esp. if you work in pub. serv.  I’ve got to run.  It’s been nice chatting.
you: no worries, thank you very much for taking time out!
you: have a great day!
CPLLibrarian: You’re most welcome!
CPLLibrarian: You too!
you: