Text-based Chat is Very Small Talk
David Walker,
Lighthouse on the Web,
Feb 04, 2002
This article points to the small number of users who would prefer to use text-based chat to obtain hlp desk support from a website instead of, say, the telephone. My own experiences with chat are mixed. I think it can work pretty well if it's up front and easy to use, but people aren't going to go looking for it. And it's not for everybody, and especially not for people who don't type well (which is probably a majority of readers).
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