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===Chat using instant messaging===
{{Seealso|chatbot|virtual assistant (artificial intelligence)}}
[[Instant messaging]] (IM) services are used by some libraries as a low-cost means of offering chat-based reference, since most IM services are free. Utilizing IM for reference services allows a patron to contact the library from any ___location via the internet. This service is like the traditional reference interview because it is a live interaction between the patron and the librarian. On the other side the reference interview is different because the conversation does not float away but instead is in print on the screen for the librarian to review if needed to better understand the patron. IM reference services may be for the use of in-house patrons as well as patrons unable to go to the library. If library computers support IM chat programs, patrons may IM from within the library to avoid losing their use of a computer or avoid making embarrassing questions public.
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