It is well documented that Millennials consider e-mail to be old school and prefer to use IM. At UB, we have started to experiment with the MeeBoMe widget that will allow people to IM our various offices directly from a web page. We have added it to two of our sites and so far, so good. Our students like it because they can IM directly from the web page they are viewing, rather than open a separate IM client.  More to follow in the coming months.
Here is more information on MeeBo and MeeBoMe:
- MeeBo
- MeeBoMe
- Review from cnet