IM would have greater application with members of the public connecting with us from our website than the existing staff-only IM. However, "instant" messaging is that--instant, so unless we were to go with an international consortium of wide-awake staff people around the time zones, a great many hours we would be unavailable for "instant."
The current use among staff members has proven to be not popular. Many of the busy conditions limit finding a free computer with an even freer, quiet moment to sit and compose a message. It is so much easier to hit a programmed phone button and talk to someone. No logon, no icon to locate. But since we are getting a fair number of email requests for help, instant messaging by the public would be a more popular use of this technology.
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