Another TypePad author’s blog references a funny event, and a sad truth about Google. It is clear that the author wrote a piece on IM’s that automatically answer questions, and a young girl thought he was a sort of IM encyclopedia. Interesting concept through … if would arm the ACS National call center with IM capabilities it could open up a whole new dimension to communicating with the patients that we service. The IM is very sterile and affords a sort of detached safety, and although some patients want to speak with a human, some want pure anonymity. My interesting take on the use of IM in business.