The Northfield library uses email to contact patrons when books are due, have arrived, and are overdue. Reference librarians often email patrons regarding a reference question in progress.
Online reference allows us to contact the patron quickly, and with IM, to be talking back and forth.
Northfield Library has meebo, and instant messaging service, for our reference desk. It isn't used by patrons very often, but we have had some questions.
I attended a webinar conference on Book News. Debby and I learned how to add titles, etc.
It worked, and was easier than talking on the phone without any visual aids. It was also easier than just reading a document