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You should take a close look at RefChatter if:

If you offer online reference using a single Instant Messaging network (e.g. MSN© , AIM©, etc.) and wish you could support more networks
If you offer online reference using several separate IM clients, and wish that doing so weren't so hard on your staff
If you offer online reference using a tool like Meebo©, and find that being limited to a single librarian/operator is problematic, especially during high-volume periods
If you offer online reference using IM in any form and wish you could capture and report good statistics
If your online reference service creates great transcripts, but they either aren't kept or you can't get at them
If your institution's IT policy prohibits use of IM client software on your workstations
If you presently have an online reference system such as QuestionPoint™ or VRLplus™, and would like to add an online reference service via IM in some manageable, integrated way
If you are thinking about starting an online reference service, but the first step has to have a low cost-of-entry.