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I just finished reading the article by Thomas regarding the small hardware store and talking to a real librarian, and it reminded me of an article that appeared in E-Content about live reference service via chat, using Live Person.
\"To increase users\' communication options, Lippincott Library added online chat to its reference service in September 1999. Now, in addition to contacting Lippincott by phone, email, fax, or (dare we suggest it) coming to the Library in person, students, faculty, and staff can ask questions through chat and get an immediate response.\"