Two years ago we had a stale, under-used, web-based virtual reference service. We converted the service to an IM based model. To support our v-ref service, our e-resources librarian created a chat widget and an option to "pop-out" the chat widget, so patrons can take their chat with them as they navigate through the website. Our numbers more than doubled and continue to climb. I think the success came because we went to our users rather than forcing them to come to us - to a specific web page and use a specific piece of software. The IM software and widget allow us to "infiltrate" a space they already inhabit. We have it prominently linked from our web site, but promote it through our classes, reference and reference-on-the-read services.
http://www.lib.fsu.edu/
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