Muddiest Point Seven

I do not really understand why libraries are using the IM feature on their websites. Two hours a week, it is my job to be the person that replies to the library IM’s where I work. I recieve maybe 2 a week at that. From my experience, the questions that come in are either something that is clearly written on the front page of the website, or something that is way to complex to explain in an IM conversation. I just do not understand the point of using the IM feature when the majority of questions are so easily located on the website. It kind of is promoting laziness on the part of the library patron. But then again, maybe I am just ranting.