#13: IM

I have used chat a few times for technical support and I've found it helpful. (You can type error messages and bad links and not have to deal with being understood on the phone.) Oddly, after these experiences, I remember having talked with the other party as if we were on the phone, instead of typing. It is far more personal and immediate than you might imagine. I did try the Meebo chat but the Library team has been "off-line" so nothing happened. Not the most exciting lesson.