#22

IM is a "real-time" tool so it's open-ended and spontaneous. I think that's a natural hook to get people involved. So, to me, it's social. It's not a forum of lengthy answers and you're at a disadvantage if you're a slow typer (not to mention being a deliberate thinker).
I'd use our Meebo widget for simple questions or questions I wasn't quite sure what I really wanted. The "real-time" quickness of it would be good for that. It's another avenue from the public to us (and back) so it is worthwhile.