...could be an exciting couple!!! Many times the telephone reference lines are busy, or a customer just has a quick, "What's the phone number for..." type of question, or we begin to offer services expected by the younger set. Building staff excitement and skill for this program is key. I mean, many of my 40-something friends are just getting used to e-mail! If I suggested IMing to some of them, I think I'd be eating lunch alone more often! But we are compelled to keep up with the times and this fast-paced environment we live in... what better way than to offer instant answers to the burning questions in the minds of our customers!