I can see how this could become addictive. I've never particularly liked talking on the telephone because I'm more comfortable expressing myself in the written word.
We had a limited form of IM in the secretarial service I worked in just after college - we could send messages between individual terminals. When business was slow, my colleague and I would make up stories, each person posting one line and then the other responding.
In the phone center, I've only received a few non-spam IMs. If I tell the patron at the beginning that it may take a minute or two to locate the answer to their question, it helps them (and me!) not feel rushed and panicky.
On to Bloglines . . .
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