Tomorrow I am going to be do Ref Chat training...so that kind of got me in the frame of mind for these a two part article on Information Today.
The first article is "To Chat Or Not to Chat — Taking Another Look at Virtual Reference," Part 1 and Part 2.

It explores the big picture of reference chat and how it is a little used tool among patrons.

Hmm interesting...It doesn't sound very encouraging for our forage into the great chat wide open. Food for thought.