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July 2006

Getting TechSupport from real users via Instant Messaging

Found this interesting article on CNET News about a service, "Qunu", that connects technical support inquiries up to real live users via a Jabber-based IM client.

From the Qunu website:

"What's Qunu? Qunu is a next-generation expertise matching service. We use instant messaging to connect -- in real time -- people who have software or tech-related questions with experts who are passionate and willing to help."

Could this kind of service be usefull in a library setting? From the CNET article, it appears that this service is largely used by programmers; however, given some fostering of the community, perhaps there's some interesting outcomes that could happen by teaming the library world up with Qunu.

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