1. The document discusses the implementation of an instant messaging reference service at Binghamton University libraries using Trillian software. 2. Over 400 questions were answered in the first year, mostly from AOL users, with positive feedback from patrons. 3. Some challenges were the informal nature of IM, lack of support from providers, and ensuring adequate staffing levels. 4. Future plans include committing to the IM service long-term, exploring co-browsing software, and conducting in-depth analysis of questions asked.