Thing 12 - VBPL and IM

I have watched a fellow employee work the IM time slot on several occasions. Even though our program is still in infancy I have my doubts. There is going to have to be a major shift in patron access of the library website in order for this to work. I don't believe our patrons are quite to the point where they go to us first for needed information. We remain a big card catalog. That is not to say things won't change - but it will take time and lots of it.