Why should libraries use IM?

According to the article by Pew Internet, teens have increasingly begun to sway away from emailing and instead have to embrace instant messaging and text messaging. Because of this change, libraries have slowly begun to use IMing for virtual reference purposes. In my opinion, I think libraries should continue to use IM. It is a quick, easy way for customers that get information and because some customers prefer using the internet rather than the telephone, it is a convenience for them. Although, a majority of the libraries customers, prefer to stick with using the telephone for reference questions, I think we should still provide IM for customers that prefer not to use the telephone.