Our library uses email to communicate internally. We also use it to contact patrons about overdues and reserves. We have a "Contact a librarian" link for reference questions. Email has improved productivity, especially with reserve notification. We usually don't have to worry about someone not getting a message as we would with a phone call. Email is helpful in communicating with staff when people work part time, evenings or are on vacation. The information is passed on and can be read when the person is next available, and they will not have been forgotten in the communication. Email reference can be challenging because clarification questions may need to be asked, and the lag time in getting those answers delays the reference process.
I am not an active of user of text messaging or IM. However, when I was in grad school we did communicate in chat rooms (IM). Because my schooling was on-line, we would participate in lectures in the chat environment. The teacher would post blocks of text and ask if we had questions or what we thought.
I watched most of the R U Ready? Setting up and running Instant messaging reference from MINITEX. V. interesting. I have seen quite a few webinars by now. Our ILS company has webinars prior to upgrades and we have also had them for product demos and as an introduction to downloadable audiobooks for the Arrowhead Library System. If the connection and computer both work correctly webinars can save a lot of travel time and convey timely information.
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