Library communication outside a library context: instant messaging as library service

PurposeThe purpose of this paper is to put librarian use of instant messaging (IM) into a context of new media development. The paper aims to evaluate use of IM from findings in a research project of a Danish IM test.Design/methodology/approachThe paper is grounded on findings related to the author's research of a specific Danish instant messaging test called Need2Know. With help of theories of communication patterns on the internet and of media theory of Web 2.0 IM is assessed as a tool for public libraries.FindingsInstant messaging is an instance of expanding conversational and decentralized ways of communication on the internet. It is a useful communication tool to get in touch with young users, but it may be a waste of resources if the purpose primarily is to answer short questions of encyclopaedic facts. If the service is not anchored in an explicit library context or in library resources, the ask service easily will decay to a type of “living search machine” and not be part of a participatory culture promised by Web 2.0.Originality/valueThe paper assesses an instant messaging tool, Need2Know. The Need2Know service mirrors a traditional attitude to the relationship between users and library. Today users are able to find simple information themselves, and they are even able to disseminate and share this information through numerous social technologies.