Of course I have been using Google Talk for almost a year, and it works well for work. Although I sent several messages for the purpose of this assignment and no one answered!
That points out that communication is a 2-way street!
I was and have been excited about the possibilities for reference and catalog help that were shown in some of the links.
In our catalog, we could put a persistent meebo widget (even on every page of our web site too) letting people know they could 1-chat and ask a question, 2-leave a message for reply to their email, or 3-get our phone number if they wish that.
What a way to say in every place "We're here - no we're really here - to help you!"
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